Amazon Connect now provides configurable thresholds for schedule adherence
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Amazon Connect has introduced configurable thresholds for schedule adherence, offering enhanced flexibility for tracking agent performance.
- Managers can define flexible start and end times for shifts and activities
- Agents can start shifts up to 5 minutes early or end 10 minutes late without penalty
- Break times can be extended by a few minutes without impacting adherence scores
- Thresholds can be customized by individual teams
- Feature helps focus on significant schedule violations
The new feature aims to improve manager productivity and agent satisfaction by providing more lenient performance tracking.
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