Amazon Connect Customer Now Handles Unplanned Absences in Scheduling
Amazon Connect Customer just got smarter about real-world chaos—managers can now factor unplanned shrinkage (late logins, sick leave) directly into agent schedules and instantly see how it affects staffing metrics and service levels. This means you can finally stop pretending everyone shows up on time and actually plan for the 10% who don't.
source: [aws/whats-new]