Amazon Connect adds shift bidding for agents
Amazon Connect Customer now enables agents to bid on preferred work shifts, offering them greater control over their schedules. Schedulers can establish agent rankings via CSV or randomization, after which Connect generates and presents available shifts based on forecasted demand and shift profiles for agents to rank. Once bidding closes, the system automatically assigns agents to their highest-ranked available shifts, using agent ranking for tie-breaking. This feature aims to enhance agent satisfaction and scheduling efficiency by reducing manual assignment efforts for schedulers. It is available in all AWS regions where Amazon Connect Customer agent scheduling is supported.
Features (1) ›
- Agent Shift Bidding
Amazon Connect Customer introduces a new capability allowing agents to bid on preferred shifts, providing them with more control over their work schedules. Schedulers can set agent rankings, and the system then uses forecasted demand and shift profiles to generate and assign shifts based on agent preferences, improving both agent satisfaction and scheduling efficiency.
https://aws.amazon.com/about-aws/whats-new/2026/09/amazon-connect-customer-shift-bidding/
Related releases
- AWS details resilient authentication architecture with Cognito Multi-Region Replication AWS Security Blog ·
- Amazon SageMaker Adds Instance Preference Lists for Training and Processing Jobs AWS What's New ·
- AWS Enhances Regional Resiliency for Root User Sign-in AWS What's New ·
- Analyze CloudTrail Events with Natural Language in Amazon Q Console AWS What's New ·
- AWS Professional Services Details Fixed-Price Contact Center Transformation AWS Contact Center Blog ·
- How United Airlines Queries Databricks Data from Amazon Redshift via AWS Glue Federation AWS Big Data Blog ·