Amazon Connect now supports configuration of which states an agent can be in when adhering to their schedule

Amazon Connect has introduced a new feature to enhance agent schedule adherence tracking with more flexible configuration options.

• Users can now define custom mappings between agent statuses and schedule activities
• A schedule activity like "Work" can be mapped to multiple agent statuses (e.g., "Available" and "Back-office work")
• Agents will be considered adherent if they are in any of the mapped statuses during their scheduled time
• Real-time adherence dashboard now shows the actual name of the scheduled activity
• Feature is available in all AWS Regions with Amazon Connect agent scheduling

This update provides more accurate and flexible monitoring of agent adherence to their work schedules.