To streamline contact center operations, Amazon Connect now offers Default Guides that automatically open when an agent enters the After Contact Work (ACW) state, without requiring manual selection. These guides direct agents through post-interaction tasks such as disposition logging or case updates to reduce handling time and errors.
By standardizing ACW procedures, organizations can improve agent productivity and operational quality. This feature integrates within existing Amazon Connect setups at no extra cost, though independent impact evaluations were not provided in the source material.
Source & further reading
Amazon Connect adds default Step-by-Step Guides for After Contact Work ↗Source published 2026-05-08. 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.