Reschedule contacts from the Contact details page

On the Contact details page of an in-progress contact, you can reschedule a contact that was previously scheduled. This capability is currently supported only for task contacts.

To reschedule contacts programmatically, use the UpdateContactSchedule.

Required permissions

1. Enable one of the following permissions to view contacts on the Contact search and Contact details pages:

   1. Contact search - View: Allows a user to view all contacts

   2. View my contacts - View: Allows agents to view contacts that they themselves had handled

2. Restrict contact access (Optional): Restrict a user's access to contacts on the Contact search and Contact details pages within their own hierarchy group or any hierarchy groups below them. For more information about this permissions, see Manage who can search for contacts and access detailed information.

3. Reschedule contact: Enables a user to reschedule contacts on the Analytics & Optimization pages. The following image shows the Contact Actions - Reschedule contact permission.

   

How to reschedule a contact

1. Log in to Amazon Connect with a user account that has permissions to access contact records.

2. In Amazon Connect choose Analytics and optimization, Contact search.

3. Search for an in-progress task contact to reschedule:

   1. Select the Contact status filter and change the selected value to In progress.

   2. Select the Time range filter. Set the Timestamp type to Scheduled to view only scheduled contacts. Filter for the time range. The following image shows these filters.

      

4. Choose the scheduled contact to view its details.

5. On the Contact details page of the task contact, choose Actions, Reschedule, as shown in the following image.

   

6. Select the time and range to reschedule the contact. The scheduled time must be within 6 days of when the task was initiated.

7. When the contact is rescheduled successfully, the page automatically refreshes with the new schedule time for the task.