Amazon Connect Customer now supports the ability to interrupt an agent with a contact, overriding their usual routing configuration in case of urgent or time-sensitive work. For example, an agent may be waiting for a time-sensitive callback on their personal extension, while taking customer service calls in the meantime. When that urgent call comes in, it can now ring the agent even if the agent is currently already on another call, so the agent can decide whether to put the first caller on hold to pick up the callback as well. You can also use this feature to directly assign certain contacts
Source: AWS What's New — read the full report at the original publisher.