Examples of adherence thresholds for agent shifts in Amazon Connect - Amazon Connect

Examples of adherence thresholds for agent shifts in Amazon Connect

Assume a shift that starts at 9:00 AM and ends at 5:00 PM with a 30-minute break and a 1-hour lunch. This arrangement is shown in the following image of the shift profile.

A shift that starts at 9:00 AM and ends at 5:00 PM with a 30-minute break and a 1-hour lunch.

Also assume that the activities are set up as shown in the following Activity setup table.

Activity setup
START (Min) END (Min)
EARLY LATE EARLY LATE
Work 5 7 10 15
Break - 5 5 -
Lunch - 10 10 -

Use Case 1: Agent Group 1 has been set up to use the shift profile shown in the previous image, with no overrides. As a result, agents assigned to Agent Group 1 will have the following tolerances for schedule adherence.

Agent Group 1, Adherence thresholds with NO shift overrides
START END
EARLY AT LATE EARLY AT LATE
Work 8:55 AM 9:00 AM 9:07 AM 9:50 AM 10:00 AM 10:15 AM
Break - 10:00 AM 10:05 AM 10:25 AM 10:30 AM -
Work 10:25 AM 10:30 AM 10:37 AM 11:50 AM 12:00 PM 12:15 PM
Lunch - 12:00 PM 12:10 PM 12:50 PM 1:00 PM -
Work 12:55 PM 1:00 PM 1:07 PM 4:50 PM 5:00 PM 5:15 PM

Use Case 2: Agent Group 2 has been setup to use the shift profile in the previous image, and the administrator has setup a shift profile override as shown in the following table.

Agent Group 2, Shift profile is overridden
START (Min) END (Min)
EARLY LATE EARLY LATE
Shift 10 7 - 10

As a result of these overrides, agents assigned to Agent Group 2 will have the following tolerances for schedule adherence.

Agent Group 2, Adherence thresholds with shift overrides
START END
EARLY AT LATE EARLY AT LATE
Shift 8:50 AM 9:00 AM 9:07 AM - 5:00 PM 5:10 PM
Work 8:50 AM 9:00 AM 9:07 AM 9:50 AM 10:00 AM 10:15 AM
Break - 10:00 AM 10:05 AM 10:25 AM 10:30 AM -
Work 10:25 AM 10:30 AM 10:37 AM 11:50 AM 12:00 PM 12:15 PM
Lunch - 12:00 PM 12:10 PM 12:50 PM 1:00 PM -
Work 12:50 PM 1:00 PM 1:07 PM 4:50 PM 5:00 PM 5:10 PM

The bold cells are changed due to the override. The cells are overridden because:

  • Shift start: Originally set to start at 9:00 AM, however, it can start 10 minutes early or 7 minutes late. As a result, for Agent Group 2, the shift can start at:

    • 8:50 AM (10 minutes early)

    • 9:07 AM (7 minutes late)

    • 9:00 AM (set time)

  • Shift end: Originally set to end at 5:00 PM, however, due to the override setup, it still needs to end at 5:00 PM or it could end 10 minutes later. As a result, for Agent Group 2, the shift needs to end at:

    • 5:00 PM (as set in the original shift profile)

    • 5:10 PM (10 minutes late)

  • The first and the last activities within the shift are impacted due to the shift profile override in place. This impact is as follows:

    • First Activity: Work. The Work adherence tolerance is overridden by the shift profile override. As a result:

      • Start time: Can start early at 8:50 AM or start late at 9:07 AM

      • End time: Can use the override at the Agent Group 2 level and end at 5:00 PM or at 5:10 PM

    • Last Activity: Work. The Work adherence tolerance is overridden by the shift profile override. As a result:

      • Start time: Can start early at 12:50 PM or start late at 1:07 PM

      • End time: Can end 10 mins early at 4:50 PM or end late at 5:10 PM