Amazon Connect adds default Step-by-Step Guides for After Contact Work (opens in new tab)

Amazon Connect now supports Default Guides for After Contact Work (ACW), enabling contact center administrators to automatically launch a Step-by-Step Guide when an agent enters the ACW state without any manual work. This capability helps contact centers standardize post-contact workflows and reduce handle time by ensuring agents are automatically guided through required wrap-up tasks, such as logging disposition codes, updating cases, or completing follow-up actions. By eliminating the need ...