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Amazon Connect improves scheduling for ad-hoc agent activities

governanceawsengineer
feature

Amazon Connect now automatically optimizes the placement of ad-hoc agent activities within schedules, minimizing impact on service levels. This feature allows supervisors to easily schedule non-productive events like training or meetings using flexible placement methods, reducing manual effort. The improved scheduling capability is now available in all AWS regions supporting Amazon Connect agent scheduling.

  • →Automatic optimization for scheduling ad-hoc agent activities
  • →Reduced manual effort for supervisors
  • →Availability and further information
Features (1) ›
  • Automatic optimization for scheduling ad-hoc agent activities

    Amazon Connect now automatically optimizes the placement of ad-hoc activities like training or meetings within agent schedules. This feature minimizes impact on service level goals by finding optimal times based on supervisor-defined constraints, such as within a shift, a specific time window, or relative to shift start/end.

Enhancements (1) ›
  • Reduced manual effort for supervisors

    This new capability eliminates the need for supervisors to manually identify optimal times for scheduling non-productive events. This enhancement aims to improve supervisor productivity and ensure consistent service levels for customers.

Notes (1) ›
  • Availability and further information

    The optimized scheduling feature is available in all AWS Regions where Amazon Connect agent scheduling is supported. Additional details can be found in the provided documentation.

Read the original announcement →

https://aws.amazon.com/about-aws/whats-new/2026/06/amazon-connect-customer-activity-optimization/

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