Amazon Connect Default Step-by-Step Guides for ACW 2026

Contact center agents lose valuable time navigating between applications during After Contact Work. Amazon Connect now eliminates that friction automatically.

After every customer interaction, agents must complete a series of wrap-up tasks: logging disposition codes, updating case records, scheduling follow-up actions. Without structured guidance, this process is inconsistent, error-prone, and slow. Amazon Connect addresses this directly with a new capability: Default Guides for After Contact Work (ACW).

What was announced

Amazon Web Services announced on May 8, 2026 that Amazon Connect now supports Default Guides for After Contact Work. This feature enables contact center administrators to configure a Step-by-Step Guide that automatically launches the moment an agent enters the ACW state — with zero manual action required from the agent.

Previously, agents had to navigate manually to the correct application or workflow after ending a contact. Now, the system takes over automatically, presenting agents with the exact steps they need to complete their post-contact obligations. This reduces handle time, enforces process consistency, and lowers the risk of agents skipping required steps.

Why this matters for CEE

Contact centers across Central and Eastern Europe operate in complex, multi-channel environments where agent productivity and compliance are critical business metrics. Organizations managing large agent workforces face compounding costs when wrap-up workflows are inconsistent — missed disposition codes, incomplete case updates, and delayed follow-up actions all translate into measurable business losses.

For CIOs and IT directors deploying cloud contact center infrastructure, the ability to enforce standardized post-contact workflows without additional development overhead is a significant operational advantage. Amazon Connect's default guide capability does exactly that: administrators configure once, and agents are guided automatically every time they enter ACW.

Technical details

• Trigger mechanism: The Step-by-Step Guide launches automatically when an agent enters the ACW state — no agent action required.
• Configuration: Configured by contact center administrators through the Amazon Connect admin interface, with no custom development needed.
• Use cases: Logging disposition codes, updating customer cases, completing follow-up scheduling, enforcing compliance checklists.
• Regional availability: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul, Singapore, Sydney, Tokyo), Europe (Frankfurt), Europe (London), and AWS GovCloud (US-West).
• Integration: Works within the existing Amazon Connect Agent Workspace — no separate tooling or installation required.
• Outcome: Reduced average handle time, improved consistency, fewer agent errors during post-contact processing.

Softprom and Amazon Web Services

Softprom is the official partner of Amazon Web Services in the CEE region. Our team supports organizations in selecting, deploying, and optimizing AWS cloud services — including Amazon Connect for contact center modernization.

If your organization is evaluating cloud contact center solutions or looking to improve agent efficiency with Amazon Connect, the Softprom team is ready to assist with technical consulting, licensing, and implementation guidance.

This content was prepared as part of the Softprom DistriFlow project — an automated system for monitoring and adapting vendor news. Original source: original article.