Amazon Connect now gives you more options to dynamically route calls to the queue with the shortest wait time for your customers, or to a queue with idle agents to increase agent utilization, using new contact attributes for systems metrics. A contact attribute in Amazon Connect is data about a customer interaction and can be referenced in a contact flow to customize or personalize the experience. You can use these new attributes to determine where to route a particular call based on the queue thresholds you define.

Source: Amazon Web Services News Amazon Connect Adds New Contact Attributes for System Metrics