Amazon Connect now supports agent schedule adherence notifications, making it easier for you to proactively identify when agents aren’t adhering to their scheduled activities. You can define rules to automatically send email or text notifications (via EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert. These automated notifications eliminate the need for continuous dashboard monitoring and enable proactive intervention before service levels decline, improving both supervisor productivity and customer satisfaction.
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: marketing:marchitecture/contact-center,general:products/amazon-connect
Source: Amazon Web Services
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