Configuring automatic call acceptance for agents in Contact Center

Admins can configure Contact Center so that inbound calls are automatically accepted on behalf of agents. This setting is controlled on a per-agent basis in Amazon Connect Customer, so you can enable auto-accept for some agents and leave it disabled for others.


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Summary: ◀▼
You can turn on automatic call acceptance for inbound voice contacts so selected agents’ calls are accepted for them. This per-agent setting helps agents handle calls with less clicking, while still letting you enable it only for the users you want. You can also update auto-accept later with bulk edit after users are created.


Admins can configure Contact Center so that inbound calls are automatically accepted on
behalf of agents. This setting is controlled on a per-agent basis in Amazon Connect
Customer, so you can enable auto-accept for some agents and leave it disabled for
others.
When an incoming voice contact reaches an available agent with auto-accept enabled, the
contact console may briefly display the call notification before the call is
automatically accepted. The call console displays only an Accept option and
Show details for any call information (for example, contact attributes). For
more information, see Automatically accepting calls.
You can’t configure per-channel auto-accept during user creation when importing users with a .csv template. Instead, create the users first, then use Bulk Edit to update their per-channel auto-accept settings.
To configure calls auto-accept

Access your Amazon Connect instance, see Accessing Amazon Connect and AWS Console from Contact Center.
Under Users, click Users.
In the list of users, select one or more agents, then click Edit.
Under Settings > Contact handling click the Auto-accept
contacts toggle to turn automatic acceptance for Voice on.
Click Save.


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