Amazon Connect now provides an API to programmatically clear the notifications agents receive after they have missed or rejected a contact and make them eligible to be routed new contacts. Today, if an agent misses a contact, they won’t be routed additional contacts until they acknowledge and clear the missed contact notification. Using this API, businesses can now build custom dashboards, so contact center managers can identify when an agent has missed a contact and make that agent available for additional contacts. This API can also be used to clear similar notifications including when an agent encounters an error with accepting the contact, or is handling After Contact Work.
Source:: Amazon AWS