Amazon Connect now provides an API to programmatically update the priority of contacts (e.g., voice calls, callbacks, chats, tasks). With this API, you can now update the position of a contact in a queue directly from your custom monitoring dashboards. You can already change a contact’s priority and/or customers position in queue using the ”Change routing priority/age“ flow block in the Amazon Connect web UI. To learn more about the new UpdateContactRoutingData API, see the Amazon Connect API reference guide and UpdateContactRoutingData help documentation.

This functionality is supported in all AWS regions where Amazon Connect is offered. To learn more about Amazon Connect, the easy-to-use cloud contact center, visit the Amazon Connect website.