Posted On: Aug 3, 2022
Amazon Connect now includes the ability to report on agent schedule adherence, adding to the existing forecasting, capacity planning, and scheduling capabilities already in preview. With schedule adherence, you can measure how closely agents follow their planned schedule, providing insights that help you take action to improve agent productivity and customer satisfaction. For example, if agents were busier than expected, supervisors can use Amazon Connect schedule adherence to identify agents who forgot to take their breaks and remind them do so in the future to maintain performance and avoid burn out.
Amazon Connect schedule adherence is available as part of the forecasting, capacity planning, and scheduling capabilities preview in US East (N. Virginia), US West (Oregon), Europe (London) and Asia Pacific (Sydney) regions. To learn more, please visit our website.