Amazon Connect Customer now optimizes placement of ad-hoc activities in agent schedules

Amazon Web Services has enhanced its Connect Customer platform with new intelligent scheduling capabilities that automatically optimize the placement of ad-hoc activities in agent schedules. The feature uses algorithmic optimization to find the best times for non-productive activities like compliance training or meetings while minimizing disruption to customer service level agreements. Supervisors can now schedule events for large groups of agents—such as training sessions for 500 agents over a two-week period—using three placement methods: anywhere within a shift, within specific time windows, or relative to shift start and end times. The automated scheduling system eliminates the manual process of finding optimal time slots for these activities, which previously required supervisors to analyze schedules and service level impacts manually. The feature is designed to maintain consistent service levels for end customers while improving supervisor productivity by removing the administrative burden of schedule optimization. The capability is now available across all AWS regions where Amazon Connect Customer agent scheduling is supported.