Amazon Connect Customer now enables agents to bid on preferred shifts
Amazon Connect Customer now enables agents to bid on preferred shifts, giving them more control over their work schedules. Schedulers first establish agent ranking either by uploading a CSV file or generating a randomized ranking. Connect Customer then uses forecasted demand and shift profiles to generate available shifts and presents them to agents to rank. For example, in a Monday–Friday 6AM–10PM shift profile with 9-hour shifts, required shifts are 6AM–3PM (500 agents), 9AM–6PM (800 agents), and 1PM–10PM (600 agents). Once the bidding window closes, Connect Customer automatically assigns each agent to their highest-ranked available shift while using agent ranking as a tiebreaker. Shift bidding gives agents a structured way to influence their own schedules, while reducing the time schedulers spend on manual shift assignments, improving both agent satisfaction and scheduling efficiency.
This feature is available in all AWS Regions where Amazon Connect Customer agent scheduling is available. To learn more about Amazon Connect Customer agent scheduling, click here.