AWS – Amazon Connect now provides agent schedule data in analytics data lake

Amazon Connect now provides published schedules data in the analytics data lake, making it easier for you to generate reports and insights from this data. From agent schedules data in the analytics data lake, you can now automate key operational use cases such as generating reports for paid and unpaid hours for payroll, generating summarized views of how many agents are scheduled to work and how many have time-off in a given time period. You can also address audit and compliance use cases such as generating a detailed report of all scheduled events for all agents for the past two years. To generate these reports and insights, you can use Amazon Athena with Amazon QuickSight or another business intelligence tool of your choice.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more about Amazon Connect agent scheduling, click here. To learn more about Amazon Connect analytics data lake, click here.

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