Posted On: Feb 6, 2024

Amazon Connect now enables more efficient management of agent schedules through three new shift copy capabilities.

  • First, managers can now copy an agent’s schedule to a future date for the same agent. For example, if an agent has a non-standard work schedule for next four Mondays, a manager can make changes to the first Monday and then copy it over to the next three Mondays. 
  • Second, managers can now copy schedules across different teams or groups of agents. For example, next Wednesday an agent in the morning team is going to work evening shift instead of morning shift. A manager can pick another agent’s shift in the evening team and copy it to this agent for that day. 
  • And lastly, managers can now easily insert shifts for agents who do not have a published schedule yet. For example, when new agents join, managers can now easily give them schedules by copying shifts from existing agents.

These capabilities simplify day to day management of agent schedules and improve manager experience.

Amazon Connect scheduling is available in the US East (N. Virginia), US West (Oregon), Europe West (London), Asia Pacific Southeast (Sydney) and Canada (Central) AWS Regions. To get started with Connect agent scheduling, click here.