Amazon Connect Customer adds historical agent schedule adherence metrics to dashboards

Amazon Connect Customer now includes historical agent adherence metrics on its dashboards, offering supervisors greater visibility into how effectively agents followed their schedules. This enhancement allows for the identification of adherence patterns and enables targeted coaching conversations. The new metrics cover scheduled, adherent, and non-adherent time, as well as adherence percentage, and can be grouped by shift activities like breaks or training. These capabilities are available in all AWS regions where Amazon Connect Customer agent scheduling is offered.