Amazon Connect Customer Gets Schedule Adherence Metrics for Better Agent Tracking
Amazon Connect Customer now lets supervisors see exactly how well agents stick to their schedules with new historical adherence metrics on dashboards—think scheduled time, adherent time, and adherence percentage broken down by shift activity. You can spot patterns like agents consistently returning late from lunch and have data-backed coaching conversations. These metrics roll out across all AWS Regions where Amazon Connect Customer agent scheduling is available.
source: [aws/whats-new]