Amazon Connect now enables you to optimize scheduling based on agent’s multiple specialized skills. You can now maximize agent utilization across multiple dimensions such as departments, languages, and customer tiers by intelligently matching agents with multiple skills to forecasted demand. You can now also preserve multi-skilled agents for high-value interactions when needed most. For example, bilingual agents can now be strategically scheduled to cover peak periods for high-value French language queues that frequently experience staffing shortages, while handling general inquiries during off-peak times.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more about multi skill agent scheduling, visit the blog and admin guide.
Categories: general:products/aws-govcloud-us,marketing:marchitecture/business-productivity,general:products/amazon-connect
Source: Amazon Web Services
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