What changed
AWS added pause and resume for email contacts in Amazon Connect Customer. Agents pause and resume from the Agent Workspace or Contact Control Panel and can see how long each email has been paused. Paused time is tracked separately from active handling time. Supervisors can monitor paused emails and pause duration in real time, and flows can automatically resume or transfer emails that stay paused beyond a configured threshold.
Vendor documentation (opens in a new tab)Why it matters
Emails waiting on an approval have tended either to block an agent's capacity or to be closed and reopened, which distorts handle time. Pausing frees agents for other work and gives cleaner email metrics, but it also creates a new queue of parked work that needs a threshold policy so customers are not left waiting indefinitely.
CxCave practical context
Who should care
- Supervisors
- Digital channel administrators
- WFM teams
Implementation considerations
REVIEWSet a maximum pause duration and the resume-or-transfer flow behavior before agents start using pause, and update email handle-time reports and forecasts to account for paused time being excluded.
CxCave recommendation, not a vendor mandate unless explicitly stated.