Amazon Connect introduced improved estimated wait time metrics for handling queued customer requests. These enhanced metrics aid contact centers in setting realistic expectations, offering callback options, and efficiently distributing workloads across various queues.
The updates allow strategic routing decisions, such as directing customers with long hold times to teams with faster availability, improving customer experience without repeated issue explanations. These metrics also support better workforce planning and cross-queue balancing capabilities.
Source & further reading
Amazon Connect launches improved wait time estimates ↗Source published 2026-01-30. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.