How supervisors view published schedules using the Amazon Connect admin website
After a scheduler publishes a schedule, it's official. Agents can now view their individual scheduling using their agent workspace. Supervisors can also view their agents schedules using the Amazon Connect admin website.
Supervisors with Scheduling, Schedule manager - Edit permissions in their security profile can edit agent schedules.
Important
When a supervisor edits an agent schedule and publishes it, the change appears immediately to the agent. They do not need to refresh their browser for the agent workspace to reflect the change.
The following image shows a sample schedule for a supervisor's team.
Tip
Supervisors view agent schedules in the time zone defined on Supervisor's profile on the Staff Rules page. Supervisors can choose to view agent schedules in a different time zone by selecting the desired time zone from the date filter.
Managers and supervisors can sort or filter schedules based on the following criteria.
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Sort schedules based on the earliest shift start time. For example, the agents who would login first to take customer contacts will show up on top. The following example displays a manager or supervisor who searches for agents by first name, last name, or login ID with the string
sal, sorted by their shift start times.
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Filter schedules based on agent names or agent IDs, Staffing Groups, or Supervisor names.
Weekly schedule view for supervisors
In addition to Day view, Amazon Connect also provides Supervisors with a weekly view of agent schedules in both draft and published calendar.
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You can toggle between Day view and Week view by clicking on the respective option at the top of the calendar. As you toggle between Day and Week views, any filters and sort options you have applied are preserved. It also preserves your scroll position.
Note
Sort by start time is not available in Week view.
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By default, weekly view is Sunday to Saturday. You can change start day of the week to another day from the date filter. For example, for a weekly view starting on Monday September 16th, click on that date in the date filter while in the weekly view. It will automatically select the remaining 6 days of the week. Click Apply.
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You can make the following shift level edits from the weekly view by clicking on the shift: Edit shift, Copy shift, and Remove shift. For editing activities within a shift, you can switch to day view by clicking on that date.
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Weekly view provides the following metrics, aggregated at a day level:
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Occupancy
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Hours: forecasted versus scheduled hours
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Service level (by channel): goal versus actual based on scheduled agents
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Average speed of answer (by channel): goal versus actual based on scheduled agents
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