Amazon Connect now provides an API to programmatically update the priority of contacts (e.g., voice calls, callbacks, chats, tasks). With this API, you can now update the position of a contact in a queue directly from your custom monitoring dashboards. You can already change a contact’s priority and/or customers position in queue using the ”Change routing priority/age“ flow block in the Amazon Connect web UI. To learn more about the new UpdateContactRoutingData API, see the Amazon Connect API reference guide and UpdateContactRoutingData help documentation.
Source:: Amazon AWS