AWS Posted August 2, 2022 Share Posted August 2, 2022 Amazon Connect now includes the ability to report on agent schedule adherence, adding to the existing forecasting, capacity planning, and scheduling capabilities already in preview. With schedule adherence, you can measure how closely agents follow their planned schedule, providing insights that help you take action to improve agent productivity and customer satisfaction. For example, if agents were busier than expected, supervisors can use Amazon Connect schedule adherence to identify agents who forgot to take their breaks and remind them do so in the future to maintain performance and avoid burn out. View the full article Quote Link to comment Share on other sites More sharing options...
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