Amazon Connect now provides agent time-off balance data in analytics data lake, making it easier for you to generate reports and insights from this data. With this launch, you can now access latest and historical agent time-off balances across different time-off categories (paid time-off, sick leave, leave of absence, etc.) in the analytics data lake. In addition to balances, you can also view a chronological list of all transactions that impacted the balance. For example, if an agent starts with 80 hours of paid time-off on January 1, submits a 20-hour request on January 3, and later cancels it, you can see each transaction’s impact on the final 80-hour balance. This launch makes time-off management easier by eliminating the need for managers to manually reconcile balances and time-off transactions, thus improving manager productivity and making it easier for them to respond to agent inquiries.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more about Amazon Connect agent scheduling, click here.
Categories: general:products/amazon-connect,marketing:marchitecture/business-productivity
Source: Amazon Web Services
