Case Assignment and Resolution | Amazon Connect

Overview

In Amazon Connect Cases, assigning a case to a queue or an individual agent is primarily an ownership and categorization mechanism — it does not automatically route the case to the assigned queue or agent. This client managed customer support operations using Amazon Connect Cases and ran into exactly this gap: assignments were recorded and visible for reporting, but nothing turned that ownership into actionable work, so teams fell back on manually monitoring case lists and dashboards.

Industry

Customer Support, Contact Centers, IT Service Management

What the Client Asked For

"When a case is assigned to a queue or an agent, we want that assignment to automatically create actionable work within Amazon Connect — without relying on manual monitoring, and without changing how our supervisors and agents already use Amazon Connect Cases."

The Business Impact of a Missing Routing Step

Delayed Case Resolution

Assigned cases could remain unnoticed until an agent or supervisor manually reviewed the case list, increasing the time required to address customer issues.

Inconsistent Work Distribution

Without automated routing, case ownership did not necessarily translate into workload delivery, making it difficult to ensure tasks reached the intended queue or agent.

Missed Follow-Up Opportunities

Customer requests requiring timely action could be overlooked, resulting in delayed responses and lower customer satisfaction.

Solution

We implemented an automated case routing solution that transforms case assignments into actionable work within Amazon Connect — with no change to how agents and supervisors already use Amazon Connect Cases.

• Step 1 — Assign the Case:

A supervisor or support representative assigns a case to a queue or an individual agent using the standard Amazon Connect Cases interface.

• Step 2 — Automatic Task Creation:

Once the assignment is saved, the system automatically creates a task containing the relevant case information.

• Step 3 — Route to the Right Owner:

The task is delivered to the assigned queue or agent within Amazon Connect, ensuring the case reaches the intended recipient without manual monitoring or follow-up.

Scenario A: Case Assigned to a Queue

A supervisor assigns a newly created customer case to the Technical Support queue. Instead of waiting for agents to notice the assignment, the case is automatically delivered as a task, and the next available qualified agent begins resolving the issue immediately.

Scenario B: Case Assigned to a Specific Agent

A high-priority customer requests the agent who has handled their previous cases. The system automatically delivers the case as a task to that agent, ensuring timely follow-up and a consistent customer experience.

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.

• 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.

Amazon Connect Cases — standard assignment interface used by supervisors and agents

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.

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