Amazon Connect now supports the ability to concurrently offer agents contacts across multiple channels, including voice, chat, and tasks. Now contact center managers can configure an agent’s routing profile to receive contacts from multiple channels at the same time. For example, an agent currently handling a chat could be offered a voice call from a high-priority queue when other agents aren’t available. Contact center managers can also choose which channels cannot be interrupted. For example, they can allow chats to be interrupted by a phone call, but then prevent offering any further contacts until the agent completes that phone call.
Source:: Amazon AWS