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, which are automatically assigned based on availability and rankings.
Amazon Connect Customer provides agents shift bidding to improve scheduling. Schedulers upload agent rankings via CSV or use random generation; Connect Customer then generates available shifts based on demand forecasts and shift profiles, presenting them to agents. After the bidding period, Connect Customer auto-assigns each agent their highest-ranked available shift, using rankings as tiebreakers. This reduces manual shift assignments, enhances agent satisfaction, and boosts scheduling efficiency. The feature is available in all AWS regions where Amazon Connect Customer agent scheduling is offered.
Why it matters
This update benefits customer service centers and organizations facing scheduling challenges, enhancing agent flexibility and reducing scheduler workload.