Amazon Connect Customer now optimizes placement of ad-hoc activities in agent schedules

Amazon Connect Customer now optimizes placement of ad-hoc activities in agent schedules, making it easier for you to schedule non-productive events while automatically minimizing impact to service level goals. For example, automatically find the optimal time within the next 2 weeks to schedule compliance training for 500 agents. When adding activities such as training or meetings, you can choose one of the following placement methods: (a) anytime within the shift; (b) within a specific time window, for example, 12:00pm–4:00pm; (c) relative to the shift, for example, 1 hour after shift start and 2 hours before shift end. Based on your selected placement method, system automatically identifies optimal time within your specified constraints to schedule the activity while minimizing impact to service levels. This launch eliminates the need for supervisors to manually look for optimal times to schedule these events, thus improving supervisor productivity and ensuring consistent service levels for end customers.

This feature is available in all AWS Regions where Amazon Connect Customer agent scheduling is available. To learn more about Amazon Connect Customer agent scheduling, click here.