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Amazon Connect Customer now enables agents to bid on preferred shifts

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This article announces that Amazon Connect Customer now enables agents to bid on preferred shifts, giving them more control over their work schedules.

  • Schedulers establish agent ranking via CSV upload or randomized generation
  • Connect Customer generates available shifts based on forecasted demand and shift profiles
  • Agents rank preferred shifts during a bidding window
  • System automatically assigns each agent to their highest-ranked available shift
  • Reduces manual scheduling work while improving agent satisfaction and efficiency
  • Available in all AWS Regions where Amazon Connect Customer agent scheduling is supported

Shift bidding provides agents structured control over schedules while streamlining the scheduling process for administrators.

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