AWS Contact Center
Author: Vikas Prasad
Vikas Prasad is a Specialist Solution Architect at Amazon Web Services for AWSI Application Sales based in Maryland, USA. Besides helping customer in their digital transformation, you will see him spending time with his kids in the garden, traveling or in the woods.
Configure Schedule Adherence Thresholds in Amazon Connect to Account for Operational Variances
1. Introduction 1.1. What are adherence thresholds and why do they matter Schedule adherence is a Workforce Management (WFM) metric that measures how closely agents follow their assigned work schedules. Every contact center, however, operates with a degree of expected operational variance — agents finishing calls before transitioning to breaks, or handoffs running slightly long. […]
Elevate your contact center workforce management using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features (2025 Q2)
Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available at the right time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity […]
Insights and learnings from Amazon Q in Connect web crawler integration
Human agents are critical components of any contact center, and it is essential for organizations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, Amazon Connect offers Amazon Q in Connect, a generative AI […]
Best practices for handling email messages within a flow
Automating email parsing and analysis helps prioritize urgent matters, personalize responses, and identify sensitive information, improving customer experience and agent productivity. Implementing automated email processing solutions enables organizations to take appropriate actions based on the content, such as escalating important issues, sending automated responses, or avoid routing emails that don’t require a response, such as thank-you notes. Email analysis also allows for detecting intent, sentiment, keywords, and personally identifiable information (PII).