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Amazon Connect Customer now enables agents to bid on preferred shifts

Published
September 15, 2026
https://aws.amazon.com/about-aws/whats-new/2026/09/amazon-connect-customer-shift-bidding/

Amazon Connect Customer Shift Bidding

Amazon Connect Customer now enables agents to bid on preferred shifts, giving them more control over their work schedules. Schedulers first establish agent ranking either by uploading a CSV file or generating a randomized ranking. Connect Customer then uses forecasted demand and shift profiles to generate available shifts and presents them to agents to rank. Once the bidding window closes, Connect Customer automatically assigns each agent to their highest-ranked available shift while using agent ranking as a tiebreaker. This feature is available in all AWS Regions where Amazon Connect Customer agent scheduling is available.

What to do

  • Upload a CSV file or generate a randomized ranking for agent preferences.
  • Configure forecasted demand and shift profiles.
  • Allow agents to bid on preferred shifts.
  • Automatically assign shifts based on agent rankings and availability.

Source: AWS release notes




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