Posted On: Oct 26, 2022
Amazon Connect now includes the ability to view agent schedule adherence in real-time as part of the forecasting, capacity planning, and scheduling capabilities (preview). Within the real-time metrics page, contact center supervisors can identify when agents deviate from their planned schedule, enabling supervisors to quickly take action to help improve agent productivity. For example, if agents are working but supposed to be in training, you can use Amazon Connect real-time schedule adherence to identify those agents and remind them to join the training to improve their long term performance and avoid overstaffing.
Amazon Connect forecasting, capacity planning, and scheduling (preview) is available in four AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), and Europe (London).