Amazon Connect adds per-channel After Contact Work timeouts
⏱️ Amazon Connect now lets administrators configure After Contact Work (ACW) timeouts per channel for chats, tasks, emails, and callbacks. When an agent's ACW timer expires they are automatically returned to a ready state, enforcing time-boxed post-interaction work. Channel-level settings allow tailored behaviors — for example, shorter ACW for emails and longer for voice — to optimize agent time. This feature is available in all AWS regions where Amazon Connect operates.
