Configure Amazon Connect Customer Scheduling Notification Rules

Amazon Connect Customer now supports Scheduling Notification Rules within the Rules engine. These rules automate the delivery of schedule updates based on defined conditions and can route notifications via email, Connect Customer Tasks, or Amazon EventBridge for integration with external systems.

Each rule consists of a 'Rule condition' that defines the triggering event (e.g., new schedule published, schedule updated, time-off request updated) and applies to specific agents or groups. 'Actions' define what happens when the condition is met, with options to send emails, create tasks, or generate EventBridge events.

Current methods of communicating schedule changes, such as bulk email or channel posts, often result in agents missing shifts or training, leading to unplanned shrinkage, degraded service levels, and increased supervisor workload. This post highlights the operational risks and costs associated with manual notification loops.

The system supports three event types: 'New schedule is published', 'Published schedule is updated', and 'Time-off request status is updated'. For actions, users can choose to 'Send email notification', 'Create task', or 'Generate an EventBridge event', with the ability to configure multiple actions per rule.

To use scheduling notification rules, an active Connect Customer instance with FCS enabled, published schedules, and configured agents are required. Specific configurations are also needed for email (agent email addresses), task (contact flow), and EventBridge notifications (EventBridge rule), along with appropriate permissions.

The post provides a walkthrough for creating a notification rule that automatically emails supervisors when a new schedule is published. This addresses the need for timely review and potential adjustments before agents begin their shifts.