Tasks assigned to an unavailable agent are lost.

Question

Hi,
In Amazon Connect using the default CCP, when we assign a task to an agent (not to a queue), if that agent is not available, the task is lost…

Example 1 : Agent Joe assign a task to agent Luc without a specific date or time. If Luc is not available as the same time that agent Joe create the task. Luc will never have the task assigned to him.

Example 2 : Agent Joe assign a task to agent Luc with a specific date and time. If Luc is not available as the moment, Luc will never have the task assigned to him.

Any idea how to be sure to not lost those tasks ?

Accepted Answer

Hi, 
the task should not get lost when you transfer them to an agent queue, so to an agent directly. 
It will be stay in that queue for a maximum of 7 days which is the limit for tasks.

When creating a Quick Connect to create a Task  for Joe to assign that Task to Luc, you define which contact flow is being used for this transfer. By default this is the "default agent transfer" build-in flow. You may want to check which flow your Quick Connect is using and ensure that the task is not disconnected without being transferred to the queue if Luc is unavailable.

Secondary you can use these flows also to check the availability of Luc before transferring it to Luc and if he's not logged in, transfer it to Luc's team instead - depending on your use-case.

Tasks assigned to an unavailable agent are lost.

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