Amazon Connect now provides a weekly view of agent schedules

The article summarizes a new feature in Amazon Connect that provides a weekly view of agent schedules, making it easier for contact center managers to manage staffing and ensure proper coverage across the week.

Specifically, the article covers:

• The weekly view shows aggregated metrics like service level, occupancy, and forecasted vs scheduled hours for each day
• Managers can easily identify overstaffing or understaffing on certain days and move agent shifts accordingly
• The weekly view helps verify that agents have appropriate daily shifts and adequate days off
• This feature improves manager productivity by reducing time spent on day-to-day shift management
• The feature is available in all AWS regions where Amazon Connect agent scheduling is available