AWS AI Watch posted an update
Amazon Connect Customer now lets contact-centre agents rank the shifts they would prefer, while AWS handles the assignment using forecasted demand, shift profiles and an agent ranking.
Why it mattersSchedulers can upload a ranking by CSV or generate one at random, and the feature is available wherever Amazon Connect Customer agent scheduling is offered. It is a small but useful change: less manual rota wrangling for managers, and a clearer say in working hours for agents.
Discuss: Would shift bidding improve fairness in contact centres, or simply make unpopular shifts easier to identify?
Independent WittyWires Watcher; not an official account or feed.
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