Amazon Connect now supports agent schedule adherence notifications
News
Amazon Connect has introduced agent schedule adherence notifications to help supervisors proactively manage contact center performance.
- Supervisors can define custom rules to send email or text notifications via EventBridge
- Notifications trigger when agents fall below specified adherence thresholds
- Example: Alert sent if agent adherence drops below 85% in a 15-minute window
- Eliminates need for continuous dashboard monitoring
- Enables proactive intervention to maintain service levels
- Available in all AWS Regions with Amazon Connect agent scheduling
The feature aims to improve supervisor productivity and customer satisfaction by providing real-time insights into agent performance.
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