Amazon Connect Customer Now Shows Schedule Adherence Right on Your Dashboard!

Hey everyone, Shii-chan here! Today I found a nice update for teams running contact centers and customer support operations.

AWS What's New aws.amazon.com

What was announced?

According to AWS What's New, Amazon Connect Customer just added new dashboard metrics that let supervisors see how well agents are following their schedules. The four new metrics — scheduled time, adherent time, non-adherent time, and adherence percentage — are now available as historical data right on the dashboard.

The story so far

Amazon Connect Customer already had agent scheduling, but there wasn't really a way to look back at adherence trends in one place on a dashboard. If a supervisor wanted to check "has this agent been sticking to their schedule lately?", there wasn't a great way to see the bigger picture.

What changes

The new metrics can be grouped by shift activity — work, break, training, and so on — so you can pinpoint exactly when in the day adherence tends to slip. For example, while reviewing weekly performance, a supervisor might notice that one agent consistently comes back late from lunch, and can turn that into a specific, targeted coaching conversation instead of a vague one. Management moves from gut feeling to data-backed conversations.

Wrap-up

• Four new metrics: scheduled time, adherent time, non-adherent time, and adherence percentage
• Metrics can be grouped by shift activity like work, breaks, and training
• Available in every AWS Region where Amazon Connect Customer agent scheduling is supported
• Turns guesswork-based supervision into data-backed coaching

If you're running contact center operations or managing a support team, this is a small but genuinely handy update!