Amazon Connect Tasks

Resolve issues quickly and improve agent productivity by prioritizing, tracking, managing, and automating contact center agent tasks

Route, track, and automate tasks for contact center agents

Amazon Connect Tasks makes it easier to prioritize, track, route, and automate contact center agent tasks, improving agent productivity and ensuring customer issues are quickly resolved. Today, agents struggle to determine the priority of work and have to track their tasks and customer follow-up items manually. Manual tracking is time consuming and error prone, especially when tasks span multiple systems such as customer relationship management (CRM), ecommerce, and ticketing systems. Amazon Connect Tasks allows your agents to create and complete tasks in the same user interface where they take calls and chats. Managers can also use workflows to automate tasks that don’t require agent interaction. This results in improved agent productivity, leading to faster resolution of customer issues.

Consolidate all agent work in one interface

Boost agent productivity with the Amazon Connect unified agent workspace. The single interface consolidates all work items so agents can complete tasks efficiently. Task Templates allow easy configuration of common tasks like taking payments or booking appointments. Build templates once then launch ready-made tasks to agents as needed. Agents can see task names, attributes, and helpful links in one place without having to hunt across systems to find the next important item to work on.

Consolidate all agent work in one interface

Analyze any work in the contact center the same way you analyze voice calls and chat contacts

Get a complete picture of agent workload and productivity. Gain visibility into back-office work handled by agents. Understand volume, handle time, capacity and more to optimize staffing.

Analyze any work in the contact center the same way you analyze voice calls and chat contacts

Track and monitor agent work

Empower your managers with visibility into agent work to drive efficiency. Real-time and historical dashboards track key metrics like task assignment, handling time and status giving insights into agent workload and performance and help in identifying coaching opportunities.

Track and monitor agent work

Prioritize and distribute work across disparate applications

Amazon Connect Tasks enables contact centers to intelligently route work to the right agents. Managers can automatically prioritize tasks based on priorities such as time to completion or critical operating needs and match them to agents with the required skills and expertise in real time. Relevant information from external applications can be automatically appended to tasks, providing agents with full context to efficiently complete customer requests without toggling between applications.

Prioritize and distribute work across disparate applications

Automate agent tasks and repetitive workflows

Amazon Connect Tasks allows managers to streamline workflows by automating repetitive processes and connecting data across different applications. With Amazon Connect Tasks, managers can set up automated workflows to handle common customer service tasks like collecting information, validating data, and escalating issues. By reducing repetitive manual work, Amazon Connect Tasks enables agents to focus on delivering personalized customer experiences with increased efficiency and consistency.

Automate agent tasks and repetitive workflows

Use Tasks seamlessly with other Connect capabilities

Tasks integrates seamlessly with other Amazon Connect capabilities like Contact Lens, Cases, and Quality Assurance. Managers can configure rules to automatically create Tasks that alert supervisors to negative customer sentiment (Contact Lens) and agent performance needing coaching (agent evaluations). Agents can easily create Tasks within Amazon Connect Cases to take actions such as scheduling a callback or issuing a refund to resolve customer issues.

Use Tasks seamlessly with other Connect capabilities

Leverage built-in connectors and flexible APIs

Easily create and assign tasks to agents using built-in connectors for business applications like Salesforce and Zendesk. Managers can configure Amazon Connect to automatically generate tasks based on activity in these external applications. Tasks can also be created through flexible APIs giving managers limitless options to automate task creation based on business conditions.

Leverage built-in connectors and flexible APIs

Customer stories


  • Arbonne

    Learn how Arbonne used Amazon Connect Tasks to automate and prioritize agent tasks for faster resolutions.

    Read the case study »

  • Fujitsu

    Fujitsu is an innovative, global information technology and services provider that helps organizations across multiple industries thrive in the modern digital world by driving new value from cutting-edge digital technologies.

    At Fujitsu, our IT services exist to keep our customers’ businesses running, and Amazon Connect empowers 5,300 of our contact center agents to better serve customers. Outside the 300,000 interactions our agents handle each month, they have to spend hours each day on additional tasks such as resolving open emails and tickets. This is a manual, time-consuming process that often leaves important tasks incomplete. Amazon Connect Tasks will allow our managers to prioritize, assign, and track all tasks. Through connectors to external applications such as Salesforce, Amazon Lex chatbots, and Amazon Pinpoint, we can automate tasks like follow-ups to customers. With Amazon Connect Tasks, we expect our agent productivity to improve 30% and expect to refine our customer experience even further with other Amazon Connect innovations.

    Alex Sanchez, Head of Global Offering Technology and GDC Networks

Page topics

FAQs

FAQs

For more information, see Amazon Connect.

To get started with Tasks, log in to your Amazon Connect instance and enable Tasks in your routing profile. This blog post provides instructions on how to set up Amazon Connect Tasks for your contact center. To learn more, see our help documentation.

Tasks provides companies with built-in connectors to CRM applications (such as Salesforce and Zendesk) and APIs to integrate with any homegrown or business-specific applications.

For pricing of Tasks and other Amazon Connect capabilities, see Amazon Connect pricing.

A case represents a record of a customer’s unique issue, such as an insurance claim. A task can track the actions or work that must be done to resolve the customer’s issue (for example, review claim details, discuss with a claims adjuster, find a collision shop, and call to follow up with the customer). With the addition of Tasks, a case will record all prior and pending tasks associated with resolving the issue, including call and chat information. For every case, tasks can be created and accessed within the case UI, which is natively integrated in the agent workspace. For more information, see Amazon Connect Cases.

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