Amazon Connect now provides the ability to execute logic such as routing priority changes within a flow while continuing to play audio to customers waiting in queue. For example, when a customer is in queue listening to music or instructions, you can now periodically check metrics to determine whether to transfer them to a different queue or conditionally offer a callback, without having the check itself cause any interruption to the music.
This enhancement to the Loop prompts block is available in all AWS regions where Amazon Connect is offered. To learn more about this feature, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.
Source:: Amazon AWS