Would You Let Agents “Cherry Pick” Callers from the Queue?
Not everyone agrees with the idea—but in some situations, allowing agents to “cherry pick” callers can save time and improve the customer experience.
By default, Amazon Connect routes callers to the next available agent. It does not ring all agents simultaneously, and it certainly doesn’t allow agents to choose who they want to speak with.
But what if they could?
A Real-World Use Case
Imagine you’re a technician supporting a customer base using your company’s High-Tech Shiny Gadget. Most callers aren’t very technical. You do your best to walk them through a solution, but sometimes, they need to go back and do “homework”—check which cable is plugged in, see which light is blinking, etc.
They hang up, go do the homework, and call back. But now they’re speaking with a different technician, who has to start from scratch—even if you’re using Amazon Connect Cases or another ticket system.
This is inefficient. It frustrates the customer and wastes valuable technical support time.
Enter “Cherry Picking”
What if the original technician could see that the customer is calling back and simply pluck them from the queue? No rerouting, no retelling the story—just seamless, contextual support.
While you might have a way to route calls by extension number, most contact centers aren’t set up that way. That’s where cherry picking comes in.
Watch the Demo
In the video below (Part 9 of our Amazon Connect 2025 Refresh Series), we walk through:
- How to configure cherry picking in Amazon Connect
- What resources are required
- Key recommendations and potential pitfalls
- A full demonstration of the solution in action
If you’re curious how this could work in your call center—or you want help building it—contact us at DrVoIP.