Amazon Connect adds near real-time insights into voice call, chat, and task activity
Amazon Connect now allows customers to subscribe to a near real-time stream of contact (voice calls, chat, and task) events (e.g., call is queued) in your Amazon Connect contact center. These events include when a voice call, chat, or task is initiated, queued to be assigned to an agent, connected to an agent, transferred to another agent or queue, and disconnected. Contact events can be used to create analytics dashboards to monitor and track contact activity, integrate into workforce management (WFM) solutions to better understand contact center performance, or to integrate applications that react to events (e.g., call disconnected) in real-time. Amazon Connect contact events are published via Amazon EventBridge, and can be set up in a couple of clicks by going to the Amazon EventBridge AWS console and creating a new rule.