Amazon Connect now provides the ability to choose which states an agent can be in when adhering to their schedule, making it easier for you to customize adherence tracking to match your unique operational needs. With this launch, you can now define custom mappings between agent statuses and schedule activities. For example, schedule activity “Work” can be mapped to multiple agent statuses such as “Available” and “Back-office work.” An agent scheduled for “Work” from 8 AM to 10 AM will be considered adherent if they are either in “Available” or “Back-office work” status. Additionally, you can now view the actual name of the scheduled activity in the real-time adherence dashboard (as opposed to only Productive/Non-productive). With custom mappings and enhanced real-time dashboard, this launch provides more accurate and flexible agent adherence monitoring.
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.
Source:: Amazon AWS