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Amazon Connect now supports agent schedule adherence notifications

Published
October 10, 2025
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-agent-adherence-notifications/

Amazon Connect Agent Schedule Adherence Notifications

Amazon Connect now supports agent schedule adherence notifications, making it easier for you to proactively identify when agents aren't adhering to their scheduled activities. You can define rules to automatically send email or text notifications (via EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert. These automated notifications eliminate the need for continuous dashboard monitoring and enable proactive intervention before service levels decline, improving both supervisor productivity and customer satisfaction.

What to do

  • Define rules for adherence thresholds
  • Configure email or text notifications via EventBridge
  • Monitor adherence metrics and receive alerts

Source: AWS release notes

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