Build a Callback Experience with Queue Position & Wait Time | Amazon Connect + AWS Lambda Tutorial
Автор: Tech With Kobina
Загружено: 2026-03-15
Просмотров: 41
Описание:
In this tutorial, we build a complete callback experience in Amazon Connect from scratch using AWS Lambda and Python. We also show callers their estimated wait time and position in queue in real time — giving them the information they need to decide whether to wait or request a callback.
Here's what we cover:
Retrieving Estimated Wait Time and Contacts in Queue using the GetCurrentMetricData API
Returning the caller's position in queue without complex APIs — just smart use of real-time metrics
Handling API errors and null metric values gracefully
By the end of this tutorial, your Amazon Connect contact center will tell callers exactly how long they'll wait, where they are in line, and send them an SMS when they choose a callback.
🔗 Resources
GetCurrentMetricData API: https://docs.aws.amazon.com/connect/l...
Amazon SNS SMS docs: https://docs.aws.amazon.com/sns/lates...
Lambda Code: https://github.com/Kobbyjust/get-esti...
00:00 Callback
26:45 Position in Queue & Estimated Wait Time
#AmazonConnect #AWSLambda #AWS #ContactCenter #CallbackExperience #SNS #CustomerExperience #CloudComputing #AWSTutorial #ContactFlow #Python #boto3
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