Amazon Connect Customer now gives supervisors visibility into how well agents followed their schedules with historical agent adherence metrics on dashboards. The new metrics include scheduled time, adherent time, non-adherent time, and adherence percentage. You can group these metrics by shift activity to understand adherence patterns across different parts of an agent’s day, such as work, break, or training. For example, a supervisor reviewing weekly performance identifies that an agent consistently returns late from lunch, enabling a targeted coaching conversation.
Historical agent adherence metrics are available in all AWS Regions where Amazon Connect Customer agent scheduling is available. To learn more about analytics dashboards, see the Amazon Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, visit the Amazon Connect Customer website.
Categories: general:products/amazon-connect,marketing:marchitecture/business-productivity,marketing:marchitecture/contact-center,general:products/aws-govcloud-us
Source: Amazon Web Services
