Amazon Connect now provides configurable thresholds for schedule adherence

Amazon Connect Configurable Thresholds for Schedule Adherence

Amazon Connect now provides configurable thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. This launch enables managers to focus on true adherence violations and eliminates the impact of minor schedule deviations on agent performance, thus improving manager productivity and agent satisfaction.

What to do

• Define custom thresholds for agent schedule adherence.
• Customize thresholds for individual teams based on their specific needs.
• Focus on true adherence violations to improve productivity.

Source: AWS release notes