AWS – Amazon Connect launches the ability for agents to exchange shifts with each other

Amazon Connect now allows agents to exchange shifts with each other, providing greater schedule flexibility without compromising service levels. With this launch, agents can initiate shift trades directly, allowing them to manage unexpected life events without using time off. Additionally, contact center managers can now automate some approvals while ensuring others are approved manually — reducing admin work without sacrificing controls when needed. For example, supervisors can automate approvals for agents handling non-critical tasks, such as routine customer inquiries, while manually approving requests from agents who handle sensitive customer segments, like healthcare or high-value enterprise accounts.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more and get started, visit the Amazon Connect agent scheduling guide or watch the Amazon Connect Enablement shift exchange videos, for a step by step walkthrough of this feature.

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