AWS connect documentation change
Summary
Restructured scheduling documentation with added sections for sorting/filtering schedules, adherence data monitoring, and week view functionality. Enhanced supervisor capabilities documentation with visual examples and operational details.
Security assessment
Changes focus on feature enhancements and documentation clarity for scheduling tools. No evidence of addressing security vulnerabilities or introducing security controls. Permission references remain unchanged except for grammatical corrections.
Diff
diff --git a/connect/latest/adminguide/scheduling-view-schedule-supervisors.md b/connect/latest/adminguide/scheduling-view-schedule-supervisors.md index ef4b3c740..68ba220ca 100644 --- a/connect/latest/adminguide/scheduling-view-schedule-supervisors.md +++ b/connect/latest/adminguide/scheduling-view-schedule-supervisors.md @@ -5 +5 @@ -Weekly schedule view for supervisors +Sort and filter schedulesDisplay adherence dataDisplay Week schedule view @@ -11 +11 @@ After a scheduler publishes a schedule, it's official. Agents can now view their -Supervisors with **Scheduling** , **Schedule manager - Edit** permissions in their security profile can edit agent schedules. +Supervisors who have **Scheduling** , **Schedule manager - Edit** permissions in their security profile can edit agent schedules. @@ -17 +17 @@ When a supervisor edits an agent schedule and publishes it, the change appears i -The following image shows a sample schedule for a supervisor's team. +###### Contents @@ -19 +19,5 @@ The following image shows a sample schedule for a supervisor's team. - + * Sort and filter schedules + + * Display adherence data + + * Display Week schedule view @@ -21 +24,0 @@ The following image shows a sample schedule for a supervisor's team. -###### Tip @@ -23 +26,3 @@ The following image shows a sample schedule for a supervisor's team. -Supervisors view agent schedules in the time zone defined on Supervisor's profile on the **Staff Rules** page. Supervisors can choose to view agent schedules in a different time zone by selecting the desired time zone from the date filter. + + +## Sort and filter schedules @@ -27 +32,3 @@ Managers and supervisors can sort or filter schedules based on the following cri - * **Sort** schedules based on the earliest shift start time. For example, the agents who would login first to take customer contacts will show up on top. The following example displays a manager or supervisor who searches for agents by first name, last name, or login ID with the string `sal`, sorted by their shift start times. + * **Sort** schedules based on the earliest shift start time. For example, agents who login first to take customer contacts are listed first in the schedule. + +The following image shows a schedule by agent first name, last name, or login ID with the string `sal`, sorted by their shift start times. Alejandro logged in first so he is listed first. @@ -29 +36 @@ Managers and supervisors can sort or filter schedules based on the following cri - + @@ -31 +38 @@ Managers and supervisors can sort or filter schedules based on the following cri - * **Filter** schedules based on agent names or agent IDs, Staffing Groups, or Supervisor names. + * **Filter** schedules based on agent names or agent IDs, staffing groups, or supervisor names. The following image shows a schedule filtered by name and login. @@ -38 +45,30 @@ Managers and supervisors can sort or filter schedules based on the following cri -## Weekly schedule view for supervisors +###### Tip + +Supervisors view agent schedules in the time zone defined on the Supervisor's profile on the **Staff Rules** page. Supervisors can choose to view agent schedules in a different time zone by selecting the desired time zone from the date filter. + +## Display adherence data + +As a manager or supervisor, you can display the adherence view by enabling the **Adherence** toggle. + +The following image shows the agent's schedule, and a second line under it that indicates a breach occurred during that block of the agent's schedule, for example, after their break. It doesn't indicate how long the breach was. + + + + * The adherence view displays the agents' non-adherence data alongside their scheduled activities. It displays breaches that are longer than a minute. The data refreshes approximately every 5 minutes. + + * You can hover over the non-adherence activities to view details such as start time, end time, duration, scheduled activity, and actual activity. You can also view the adherence percentage that is calculated for this shift. + + * Non-adherence data is visible for up to 90 days in the past. It is available only in the daily view. + + + + +To see which agents have exceeded a specified adherence duration, you can filter agents based on adherence breach duration. For example, you can choose to view agents who have breached adherence by more than 10 minutes. The following image shows the breach duration filter set to 30 minutes. The red lines indicate when the breach occurred. + + + +###### Note + +If an agent's schedule is changed within the last 30 days from the current date (not the date of the schedule), adherence is re-calculated with the new schedule. This enables you to make real-time adjustments to an agent's shift and correctly evaluate their adherence. + +## Display Week schedule view @@ -40 +76 @@ Managers and supervisors can sort or filter schedules based on the following cri -In addition to Day view, Amazon Connect also provides Supervisors with a weekly view of agent schedules in both draft and published calendar. +In addition to Day view, supervisors can display a Week view of agent schedules in both draft and published calendars. @@ -48 +84 @@ Sort by start time is not available in Week view. - * By default, weekly view is Sunday to Saturday. You can change start day of the week to another day from the date filter. For example, for a weekly view starting on Monday September 16th, click on that date in the date filter while in the weekly view. It will automatically select the remaining 6 days of the week. Click Apply. + * By default, Weekly view is Sunday to Saturday. You can change start day of the week to another day from the date filter. For example, for a weekly view starting on Monday September 16th, choose that date in the date filter while in the Week view. It automatically selects the remaining 6 days of the week. Choose **Apply**. @@ -50 +86 @@ Sort by start time is not available in Week view. - * You can make the following shift level edits from the weekly view by clicking on the shift: Edit shift, Copy shift, and Remove shift. For editing activities within a shift, you can switch to day view by clicking on that date. + * You can make the following shift level edits from the weekly view by choosing the shift: Edit shift, Copy shift, and Remove shift. For editing activities within a shift, you can switch to Day view by choosing that date. @@ -52 +88 @@ Sort by start time is not available in Week view. - * Weekly view provides the following metrics, aggregated at a day level: + * Week view provides the following metrics, aggregated at a day level: @@ -65 +101 @@ Sort by start time is not available in Week view. - +