Amazon Connect expanded its contact center platform to allow configuration of after contact work (ACW) timeouts per communication channel, including chat, tasks, emails, and callbacks. This feature automatically resets agents to a ready state after a predefined timeout, preventing extended post-contact periods and improving handling capacity.
By enabling channel-level timeout settings, organizations can optimize agent workflow according to contact type, such as shorter ACW for emails and longer for voice, improving service efficiency. This update marks an enhancement over prior functionalities limited to voice contacts.
Source & further reading
Amazon Connect launches after contact work timeout configuration for tasks, chats, and emails ↗Source published 2026-02-11. 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.