AWS First Steps
New feature

Amazon Connect Customer now enables agents to bid on preferred shifts

Amazon Connect Customer introduces shift bidding for agents, improving schedule control and efficiency. Agents rank preferred shifts, and the system automates assignments based on rankings.

Amazon Connect Customer offers agents shift bidding to improve scheduling. Schedulers upload agent rankings via CSV or use random generation. Connect Customer uses demand forecasts and shift profiles to generate available shifts, presenting them to agents for ranking. When the bidding window closes, Connect Customer automatically assigns each agent their highest-ranked available shift, using rankings as tiebreakers. Shift bidding allows agents to influence their schedules, reducing manual shift assignments for schedulers and improving both agent satisfaction and scheduling efficiency. This feature is available in all AWS regions where Amazon Connect Customer Agent Scheduling is offered.

Why it matters

This update benefits companies facing scheduling challenges in customer service or remote work, and agents seeking greater flexibility in their working hours.

Read the original AWS announcement

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