AWS connect documentation change
Summary
Added an example illustrating adherence thresholds for agent schedules.
Security assessment
The change relates to operational metrics (agent productivity tracking) and does not mention security vulnerabilities, controls, or features.
Diff
diff --git a/connect/latest/adminguide/calculating-agents-productivity-time.md b/connect/latest/adminguide/calculating-agents-productivity-time.md index bd0661430..be8c3cdf7 100644 --- a//connect/latest/adminguide/calculating-agents-productivity-time.md +++ b//connect/latest/adminguide/calculating-agents-productivity-time.md @@ -5 +5 @@ -Example 1Example 2 +Example 1Example 2Example: Adherence with thresholds @@ -9 +9 @@ Example 1Example 2 -The following two examples illustrate how Agent Adherent and Non-Adherent Time are calculated in Amazon Connect. +This topic shows two examples that illustrate how Agent Adherent and Non-Adherent Time are calculated in Amazon Connect. It also includes a third example that shows adherence with thresholds. @@ -60,0 +61,24 @@ This means that Agent B's adherence was 58%. Adherence was calculated as follows +## Example: Adherence with thresholds + +The schedule: Agent C is scheduled for a break at 10:00 AM + +Configured threshold: 5 minutes early/late allowed for break activity + +**What the agent does:** + + * Starts break at 10:03 AM (3 minutes late). + + * Returns from break at scheduled time. + + + + +**Their adherence:** + + * Agent remains adherent because starting break 3 minutes late falls within the configured 5-minute threshold. + + * The "Using thresholds" status would be displayed during this period. + + + + @@ -69 +93 @@ Real-time Schedule Adherence -Private optimization APIs +Examples of adherence thresholds for agent shifts