Discover more about what's new at AWS with Amazon Connect launches after contact work timeout configuration for tasks, chats, and emails

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Amazon Connect now allows administrators to configure after contact work (ACW) timeouts at the channel level for tasks, chats, emails, and callbacks. This feature automatically returns agents to a ready state after a specified time period, improving efficiency by preventing agents from spending excessive time on post-contact work. Different timeout durations can be set per channel—for example, shorter timeouts for emails and longer ones for voice calls to allow cool-down periods between phone interactions. The feature is available in all AWS regions where Amazon Connect operates.