Amazon Connect now provides a TransferContact API to programmatically transfer tasks to another flow, to an agent queue, or to a shared queue for distribution to an available agent. Amazon Connect Tasks empowers contact center managers to prioritize, assign, track, and automate customer service tasks across the disparate applications used by agents. Using this API, contact center managers can now directly transfer tasks from their custom analytics dashboards for time resolution. You can already dynamically prioritize and assign tasks using Connect Flows based on agent skill set, availability, and information about the task (e.g., type, priority/urgency, category).
Source:: Amazon AWS