Create overtime slots for contact center agents in Amazon Connect - Amazon Connect

Create overtime slots for contact center agents in Amazon Connect

You can create overtime slots for specific activities. This feature applies to activities that aren't the Work sub-type. Activities with the Work sub-type are not available in the Activity list dropdown where a user requests overtime.

For example, the following image shows three different Productive shifts: Overtime, Training, and Work. The activity named Work has the sub-type Work.

The Scheduling page, the shift-activities tab, the sub-type Work.

The following image shows that while requesting Overtime, in the Activity dropdown, only Overtime and Training activities are shown. The productive activity Work with the sub-type Work is not shown.

The Request Overtime pane, the Activity dropdown list.
To create overtime slots

  1. Choose the Make Request button in the Published schedule calendar UI and select OT.

  2. A supervisor or manager enters the date and time range for overtime.

  3. Select the productive activity from the Activity list.

  4. Select by Staffing group or by Staff rules.

    • Staffing Groups send a notification to all agents regarding availability of overtime slots. Agents are approved based on a first come, first served model.

    • Staff rules allow supervisors to select specific agents to send overtime notifications to.

  5. Select the number of required overtime slots.

  6. Provide the reason for requesting overtime in the Reason text box. Agents can view the reason before accepting or declining the overtime request.

  7. Choose Request.