# Amazon Connect lets agents pick their own callbacks now!

Hi everyone, it's Shiichan! Here's an update that should make life easier for contact center teams.

## What was announced?

On AWS What's New, it was announced that Amazon Connect Customer now lets agents view and self-assign queued agent-first callbacks. Callbacks now show up alongside emails, tasks, and chats in the same worklist.

## The story so far

The original announcement doesn't go into detail about how callback assignment worked before. What's clearly new here is that agents can now actively pick up a callback themselves instead of just waiting for one to be assigned.

## What changes

An agent who's already familiar with a customer's issue can now assign that callback to themselves, cutting out an extra handoff. That avoids the context loss that often comes with a handoff and helps resolve the issue faster. Agents can prioritize callbacks that need immediate follow-up, or ones where they already have relevant context.

This is available in all AWS Regions where Amazon Connect Customer is available.

## Wrap-up

- Amazon Connect Customer now lets agents view and self-assign queued agent-first callbacks
- They show up alongside emails, tasks, and chats, cutting handoffs and speeding up resolution
- Available in all AWS Regions where Amazon Connect Customer is available

This one's for contact center ops teams looking to cut down on dropped follow-ups and handoff friction!