Posted On: Feb 23, 2024

Amazon Connect now provides time zone setting for shift profiles in agent scheduling, enabling contact center managers to reduce time spent configuring and maintaining agent shift configurations.

With this launch, you can now configure shifts for your agents in the time zone the agents are working in (e.g., for Manilla-based agents, shifts can now be configured as 8 a.m. to 5 p.m. Philippine Standard Time rather than Midnight to 9 a.m. UTC). This feature will also automatically adjust agent shifts to account for daylight saving changes (e.g., a shift set up for 8 a.m. to 5 p.m. US Eastern time will automatically switch from 8 a.m. to 5 p.m. Eastern Standard Time (EST) to 8 a.m. to 5 p.m. Eastern Daylight Time (EDT) on March 10, 2024). Time zone support simplifies the process of configuring and maintaining agent schedules.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To get started with Amazon Connect agent scheduling, click here.