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Scheduling in Connect Customer - Amazon Connect Customer
Getting started

Scheduling in Connect Customer

Contact center schedulers or managers need to create agent schedules for day-to-day workloads that are flexible and meet business and compliance requirements. Connect Customer helps you create efficient schedules that are optimized for per-channel Service Level or Average speed of answer targets. You can generate and manage agent schedules based on the following:

  • A short-term published forecast

  • Shift profiles (templates for weekly shifts)

  • Staffing groups (agents that can handle specific types of contacts from a specific forecast group)

  • Human resources and business rules

Note

Connect Customer scheduling is not designed to ensure compliance with any particular laws. It is your responsibility to ensure that your actions and your use of scheduling comply with any applicable laws including employment regulations. You should confer with your legal counsel to determine your obligations.

Getting started

Following is the order of steps for creating a schedule and publishing it so supervisors and agents can view it.

  1. Add users to your Connect Customer instance.

  2. Double-check with your Connect Customer admin that users have the required security profile permissions to access scheduling features. For more information, see Assign permissions.

  3. Create staff rules for scheduling in Connect Customer

  4. Create daily activities in Connect Customer for an agent's shift in your contact center

  5. Create a template for an agent's weekly shift in Connect Customer

  6. Create groups and rules for staffing and scheduling in Connect Customer

  7. Generate, review, and publish a schedule by using Schedule Manager in Connect Customer

To learn how supervisors and agents view schedules, see How supervisors view published schedules using the Connect Customer admin website and How agents view their schedule in the Connect Customer agent workspace.