Amazon Connect now displays scheduling metrics within the schedule management user experience to help contact center managers efficiently manage their agent’s schedules. Managers can quickly see and take action on key metrics that drive business outcomes, such as the difference between forecasted agent capacity needed and the number of agents scheduled for each 15 or 30 minute time block. These metrics are displayed adjacent to agent schedules allowing managers to make precision adjustments without the need to repeatedly switch between the scheduling and metrics screens, helping them optimize business outcomes while ensuring a balanced agent workload.

Categories: AWS