Case Assignment and Resolution | Amazon Connect

Overview

Many organizations use Amazon Connect Cases to manage customer support operations by assigning cases to queues or individual agents. However, case assignments establish ownership for tracking and reporting purposes only—they do not automatically route work to the assigned teams or agents. As a result, support teams often rely on manually monitoring case lists and dashboards to identify newly assigned cases, leading to increased administrative effort, operational inefficiencies, and slower response times.

To address this challenge, organizations often require a solution that automatically converts case assignments into actionable work within Amazon Connect. This enables assigned queues or agents to receive work items without manual intervention while preserving existing case management processes and user workflows.

Challenges

Delayed Case Resolution

Assigned cases could remain unnoticed until manually reviewed by an agent or supervisor, resulting in delayed response times and slower customer issue resolution.

Inconsistent Work Distribution

The lack of automated routing created a disconnect between case ownership and work distribution, increasing the risk of delayed or overlooked case assignments.

Missed Follow-Up Opportunities

Delays in identifying assigned cases increased response times, negatively impacting customer satisfaction and service quality.

Solution

An automated case routing solution bridges the gap between case ownership and work distribution by transforming case assignments into actionable tasks within Amazon Connect.

When a case is assigned to a queue or an individual agent, the solution automatically generates a task with the associated case information and routes it to the designated owner. This eliminates the need for manual monitoring of case lists and dashboards while preserving existing case management processes and user workflows.

By seamlessly integrating case assignments with automated task creation and routing, the solution ensures that work reaches the appropriate teams promptly, improving operational efficiency, reducing response times, and accelerating case resolution.

Scenario A: Case Assigned to a Queue

Assigned cases are automatically transformed into actionable tasks and routed to the appropriate queue or agent, ensuring work reaches the right team without delay.

Scenario B: Case Assigned to a Specific Agent

For high-priority customer requests, automated case routing enables immediate delivery to the designated agent, supporting faster response times, consistent ownership, and enhanced customer satisfaction.

Before vs. After — The Operational Difference

Without This Solution

The assignment was visible only within the case record. Agents had to manually monitor case lists and dashboards to identify new work, and cases could remain unnoticed until someone reviewed them — increasing response and resolution times. Managers could see ownership but could not easily verify whether assigned cases were actively being worked on.

With This Solution

Once assigned, the case is automatically routed as a task to the designated queue or agent, enabling immediate action. The responsible team or agent receives the task immediately, and every assignment becomes actionable work — improving accountability, workload management, and tracking.

Results

Zero Manual Task Creation

No manual effort required to create or distribute tasks after assignment.

100% Automated Case Routing

Every eligible case assignment is automatically converted into a task.

<40s Task Creation Time

Assigned cases are converted into actionable tasks within seconds.

90% Assignment Traceability

Every routed task retains a direct link to its originating case.

Full Routing Visibility

Every assignment follows a consistent, traceable routing process.

Key Learnings

Case Ownership Alone Does Not Drive Action

Assigning a case establishes responsibility, but ownership alone does not guarantee that work reaches the right team. Assignment processes should be connected to actionable workflows.

Automation Eliminates Operational Gaps

Manual monitoring of assigned cases introduces delays and increases the risk of work being overlooked. Automating the transition from assignment to task delivery ensures timely follow-up.

Existing Processes Should Remain Simple

By allowing users to continue assigning cases through the standard Amazon Connect Cases interface, adoption was seamless and required no additional training.

Real-Time Visibility Improves Accountability

When every assignment automatically becomes actionable work, teams gain greater visibility into ownership, workload distribution, and progress.

Architecture

Automated case routing flow: Amazon Connect Cases → EventBridge → Lambda → Contact Flow → Agent or Queue → Agent Workspace.

Preview

• Amazon Connect Cases:

Support representatives or supervisors assign a customer case to either a queue or a specific agent using the standard Amazon Connect Cases interface.

• Amazon EventBridge:

Monitors case update events. When a case is assigned or reassigned, it captures the event and triggers the automation process in real time.

• Amazon Connect Task:

Using the captured event, a task is automatically created with the relevant case information, including the case ID, customer details, and assignment information.

• Amazon Connect Contact Flow:

The routing logic evaluates the assignment type — routing directly to a specific agent, or to the designated queue where it is offered to the next available qualified agent.

• Agent Workspace:

The receiving agent is presented with the task in the Amazon Connect Agent Workspace, along with the associated case details, enabling them to immediately begin working on the request.

Conclusion

The challenge was never just assigning cases — it was ensuring every assignment automatically reached the right queue or agent. By connecting Amazon Connect Cases to EventBridge and an automated task-routing flow, P3Fusion turned case ownership into action: the right case, the right owner, every time.

Scale Your Success with Confidence

P3Fusion is audited and certified by industry-leading third-party standards.