Amazon Connect adds default Step-by-Step Guides for After Contact Work

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 for agents to manually navigate to the correct application during ACW, organizations can improve consistency, reduce errors, and accelerate agent productivity across their contact center operations.

To learn more and get started, visit the Amazon Connect webpage and documentation.