Posted On: Jul 31, 2023

Amazon Connect scheduling now allows managers to generate agent schedules with an appropriate number of activities including breaks or meals, based on the duration of agent shifts. Before this launch, schedules were generated with a fixed set of shift activities, leading to numerous shifts needing time consuming manual adjustments based on agent’s work duration. With this launch, Amazon Connect scheduling automatically generates the required number of breaks and meals according to configured inputs reflecting shift durations and labor/union labor rules, saving time for managers.

For example, a contact center scheduler can instruct Amazon Connect scheduling to add one 15 minute break for a 4 hour long shift, a 10 minute break and a 30 minute lunch for a 6 hour long shift, and two 15 minute breaks and a one hour lunch for an 8 hour shift.

Amazon Connect scheduling is available in the US East (N. Virginia), US West (Oregon), Europe (London), Asia Pacific (Sydney) and Canada (Central) AWS Regions. Find more details regarding Amazon Connect scheduling here.