Amazon Connect now shows an agent’s adherence to their work schedules in a calendar view

Now Amazon Connect makes it easy for supervisors to monitor agents’ adherence to their schedules in a calendar view. With this launch, supervisors can visualize adherence breaches by agent and day, for up to 90 days in the past alongside their shifts, including the ability to filter out minimal adherence breaches. This visualization allows supervisors to immediately spot adherence breaches across their team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent. For example, if a supervisor notices a pattern of agents consistently running late to work after breaks or lunches, they can investigate further to determine if there are underlying issues such as network problems, equipment issues, or expectations of timeliness that need to be addressed.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more and get started, visit the Amazon Connect agent scheduling guide for a overview of this feature.