Amazon Connect Cases adds support for managing service level agreements on cases

Amazon Connect Cases now provides capabilities to help contact centers track and meet service level agreements (SLAs) on cases. Using the Amazon Connect UI, admins can set up SLA rules based on case attributes and configure target statuses and resolution times. Agents and managers can view the real-time SLA status directly in their case list view to prioritize urgent work, while admins can create rules to automatically escalate or route cases to another team when SLAs are not met. For example, a company can use this feature to monitor whether high-priority cases are reviewed within 4 hours and closed within 24 hours, making it easier to meet case handling service commitments.

Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo) AWS regions. To learn more and get started, visit the Amazon Connect Cases webpage and documentation.