Amazon Connect Customer now supports up to 5,000 agents per schedule, making it easier for you to schedule larger business units or multiple business units that share agents (multi-skilled agents) within a single schedule. Additional scale limit updates include up to 350 agents per staffing group and up to 300 staffing groups per forecast group (for a total of up to 5,000 agents per forecast group). This launch eliminates the need to split scheduling across multiple runs or maintain separate schedules for shared agent pools, thus reducing operational complexity and enabling more accurate schedule optimization across the entire workforce.
This feature is available in all AWS Regions where Amazon Connect Customer agent scheduling is available. To learn more about Amazon Connect Customer agent scheduling, click here.
Categories: marketing:marchitecture/contact-center,marketing:marchitecture/business-productivity,general:products/amazon-connect,general:products/aws-govcloud-us
Source: Amazon Web Services
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