Automate Amazon Connect Agent Schedule Tracking with Customer Campaigns
AWS details a solution leveraging Amazon Connect Customer Outbound Campaigns to automate agent schedule tracking and attendance for contact centers. This system proactively notifies agents of upcoming shifts and follows up on unconfirmed logins, significantly reducing the manual effort supervisors spend on schedule management. The blog post provides step-by-step instructions, including code and configuration, for building this solution using services like Amazon S3, AppFlow, and AWS Lambda. This approach can enhance operational efficiency for BPO operations and is adaptable for various scheduling use cases.
- →Update the Lambda execution role with permission to triggering AppFlow
Features (1) ›
Add an S3 trigger to Lambda function – select the S3 bucket you specified as the data source. Configure it to trigger on “s3:ObjectCreated:*” events
Enhancements (1) ›
- Update the Lambda execution role with permission to triggering AppFlow
Maintenance (1) ›
Test the missed-login scenario by uploading an updated CSV with CallStatus set to PENDING and confirming the follow-up call is triggered. Clean up resources To avoid ongoing charges, remove the resources you created for this solution when you are finished testing. Complete the following steps:
https://aws.amazon.com/blogs/contact-center/automate-agent-schedule-tracking-with-amazon-connect-customer-campaigns/
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