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Amazon Connect Tasks now supports pausing/resuming of tasks

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Amazon Connect Tasks now supports pausing/resuming of tasks, making it easier for agents to stay more organized and deliver exceptional customer experiences without losing track of work. Amazon Connect Tasks empowers you to prioritize, assign, and track all contact center agent tasks to completion, improving agent productivity and ensuring customer issues are quickly resolved. With this launch, agents can now pause/resume tasks in the Amazon Connect agent workspace when they need to switch context to focus on more urgent customer needs, or when they are awaiting external inputs (e.g,. information from the customer) and/or manager approvals, freeing up their capacity to handle new customers issues. Supervisors can monitor and track paused tasks across their agents, along with new metrics to better understand the active time spent by a agent on a task and/or total tasks paused or actively being worked on by agents. Additionally, supervisors can automate task processing in Connect flows to automatically reprioritize and/or reassign the task to an agent based on service level or external inputs. Tasks can also be paused and resumed programmatically through the new pauseContact and resumeContact APIs.

Amazon EMR on EC2 now supports high-availability instance fleets configuration

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We are excited to announce that high-availability EMR on EC2 clusters are now also available with instance fleets configuration. Your high-availability instance fleet EMR cluster will have three on-demand primary nodes and support Hadoop applications like YARN Resource Manager, HDFS Name Node, and Spark. In the event a primary node fails or critical processes like Yarn Resource Manager and NameNode crash, EMR fails over to one of the remaining primary nodes in the cluster.

Amazon Connect Cases now supports creating rules for monitoring and updating your cases

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Amazon Connect Cases now allows you to programmatically manage your cases and set up escalation workflows using the rules designer in the Amazon Connect UI. With this launch, you can create rules to automatically create a task, update a case, or send email alerts to a manager whenever a case is created or updated. In addition, you can create rules leveraging Amazon Connect Contact Lens to automatically create a case for post-conversation follow-up, such as when negative customer sentiment or specific key words are detected in a conversation.

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