Amazon Connect scheduling now allows contact center managers to automatically generate agent schedules with a combination of fixed and flexible working days each week, i.e. agents will have certain mandatory work days while other days are scheduled based on demand. Before this launch, managers had to manually adjust a subset of agent schedules to align with their flexible work contracts and regional labor laws. With this launch, the system automatically proposes flexible schedules allowing managers to create more optimized labor/union compliant agent schedules, freeing up valuable time for more important tasks.
Source:: Amazon AWS