Amazon Connect Customer now enables agents to bid on preferred shifts

<p>Amazon Connect Customer now enables agents to bid on preferred shifts, giving them more control over their work schedules. Schedulers first establish agent ranking either by uploading a CSV file or generating a randomized ranking. Connect Customer then uses forecasted demand and shift profiles to generate available shifts and presents them to agents to rank. For example, in a Monday–Friday 6AM–10PM shift profile with 9-hour shifts, required shifts are 6AM–3PM (500 agents), 9AM–6PM (800 agents), and 1PM–10PM (600 agents). Once the bidding window closes, Connect Customer automatically assigns each agent to their highest-ranked available shift while using agent ranking as a tiebreaker. Shift bidding gives agents a structured way to influence their own schedules, while reducing the time schedulers spend on manual shift assignments, improving both agent satisfaction and scheduling efficiency.</p> <p>This feature is available in all&nbsp;<a href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">AWS Regions</a>&nbsp;where Amazon Connect Customer agent scheduling is available. To learn more about Amazon Connect Customer agent scheduling, click&nbsp;<a href="https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html">here</a>.</p>