Amazon Connect Customer introduced functionality to automate the scheduling of ad-hoc events, such as agent training or meetings, by determining the optimal times within defined constraints to minimize service disruption. Users can specify placement methods including anytime during shifts or within specific time windows.
This automation removes the manual burden from supervisors in finding appropriate times and helps maintain consistent service levels for customers. The feature is available in all AWS regions offering Amazon Connect Customer agent scheduling, aiming to boost supervisor efficiency and operational quality.
Source & further reading
Amazon Connect Customer now optimizes placement of ad-hoc activities in agent schedules ↗Source published 2026-06-01. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.