AWS First Steps
New feature

Amazon Connect Customer now allows setting specific capacity limits for different types of Tasks and Emails

Amazon Connect Customer enables contact center managers to classify Task and Email contacts into workload types based on complexity, priority, or business function, each with its own concurrency and interruption rules.

Amazon Connect Customer now lets contact center managers set concurrency limits per task and email work type. Previously, concurrency settings applied at the channel level for all contacts. This feature allows classifying work types by complexity, priority, or business function, and assigning unique concurrency and interruption rules to each. For example, up to three simple low-load tasks can run simultaneously, while complex high-load tasks process one at a time. The feature is available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect Customer is offered.

Why it matters

This update is for contact center managers looking to improve operational efficiency. It allows for resource optimization based on task complexity and priority.

Read the original AWS announcement

Related articles and terms

Amazon ConnectA service that lets you set up a cloud-based contact center in minutesBuilding a Cloud Contact Center with Amazon Connect - IVR Design and Agent ManagementBuild a cloud contact center with zero upfront investment and pay-per-use pricing. Learn how to design contact flows with the visual editor and manage quality in real time with Contact Lens.Building a Cloud Contact Center with Amazon Connect - The Decisive Difference from Legacy PBXCompare Amazon Connect's architecture with traditional on-premises PBX systems, and learn practical approaches to contact flow design, real-time analytics, CRM integration, and the pay-per-use pricing model.Container Orchestration with Amazon ECS - Task Definition and Service DesignA comprehensive guide covering task definition design, service deployment strategies, choosing between Fargate and EC2, and Auto Scaling configuration patterns.Understanding Lambda Cold Starts and Choosing Among Three Optimization StrategiesThis article explains the mechanism behind Lambda cold starts from the Firecracker MicroVM lifecycle perspective, and compares optimization techniques across three axes: SnapStart, Provisioned Concurrency, and function design in terms of cost and constraints.