The new shift bidding mechanism lets schedulers upload agent rankings or generate randomized rankings, then uses forecasted demand to create available shifts agents can prioritize. After bidding closes, shift assignments maximize agent preferences resolving ties with ranking, thus improving agent satisfaction.
This automated scheduling reduces manual assignment workload and balances workforce demand coverage. The feature supports detailed shift profiles and is available across all AWS Regions where Amazon Connect Customer agent scheduling is enabled, aiming to optimize operational efficiency and employee experience.
Source & further reading
Amazon Connect Customer now enables agents to bid on preferred shifts ↗Source published 2026-09-15. 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.