Amazon Connect now supports multi skill agent scheduling
News
This article announces that Amazon Connect now supports multi-skill agent scheduling, enabling optimized workforce planning based on agents' multiple specialized skills.
- Maximize agent utilization across departments, languages, and customer tiers
- Intelligently match multi-skilled agents to forecasted demand
- Preserve multi-skilled agents for high-value interactions when needed
- Example: Schedule bilingual agents for peak French language queues during shortages
- Feature available in all AWS Regions where Amazon Connect scheduling is supported
Multi-skill agent scheduling improves contact center efficiency by strategically deploying agents with multiple competencies to match demand patterns and business priorities.
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