Amazon Connect now publishes a new contact completion event in the Contact Event Stream (via Amazon EventBridge), delivering real-time insights into when a contact has fully concluded, including the completion of any after-contact work (ACW). This new event empowers contact centers with full-lifecycle visibility into customer and agent interactions, enabling smarter, faster downstream actions. For example, if you were to automatically create a follow-up ticket once an agent finishes their wrap-up work, this event gives you a precise, real-time signal to trigger that workflow, ensuring your systems stay in sync and your customer service stays responsive.
To learn more, refer to the Contact events – Amazon Connect. This new event is available in all AWS regions where Amazon Connect is available. Amazon Connect contact events do not incur additional Amazon Connect charges. You may incur charges for Amazon EventBridge usage. Please see Amazon EventBridge Pricing for more information. To learn more about Amazon Connect, the easy-to-use cloud contact center, visit the Amazon Connect website.
Source:: Amazon AWS