Play EWT and Position in queue in Amazon Connect

Question

Hi,

I'm looking at adding some basic IVR features that I used in our legacy contact center such
as play estimated wait time (EWT) and play position in queue.

How can I do it in Amazon Connect ?

Regards, John

Accepted Answer

Amazon Connect currently does not have built-in Position In queue and Estimated Wait Time.

1) Position in queue (PIQ) - not possible to play this information, since API or flows do not show position in queue.
2) Estimated Wait Time (EWT) - I use  Amazon Connect API  to get stats metric QUEUE_ANSWER_TIME  for the queue. 
QUEUE_ANSWER_TIME is average queue answer time, so it can be used as an indicator of how much time client usually waits for an answer, pretty close to EWT. Here is more detailed explanation:
https://contactcenterdude.blogspot.com/2021/09/estimated-wait-time-in-amazon-connect.html

I would love to see EWT and PIQ added to the standard functionality of Amazon Connect, since they are pretty common features of almost all other contact center solutions.

Answer

Hello,

Unfortunately there is no out of the box solution for getting current position. You can implement a lambda function to store queue position. For estimated waiting time, there are a couple of example solutions. You can find one of them in link below.

https://github.com/aws-samples/simple-ewt-for-aws-connect

Thanks

Play EWT and Position in queue in Amazon Connect

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