AWS connect documentation change
Summary
Added detailed documentation about configuring and monitoring schedule adherence thresholds, including activity-specific settings, staffing group configurations, dashboard indicators, and reporting features.
Security assessment
The changes focus on operational configuration of workforce management metrics (schedule adherence thresholds) rather than addressing security vulnerabilities or introducing security controls. While permissions are mentioned, this is standard operational access documentation rather than security feature implementation.
Diff
diff --git a/connect/latest/adminguide/schedule-adherence.md b/connect/latest/adminguide/schedule-adherence.md index fb486319d..e766e287b 100644 --- a//connect/latest/adminguide/schedule-adherence.md +++ b//connect/latest/adminguide/schedule-adherence.md @@ -5 +5 @@ -How adherence is determinedWhere you can view schedule adherenceGet startedSchedule adherence notificationsWhat happens when .... +How adherence is determinedConfigure adherence thresholdsWhere you can view schedule adherenceMonitor adherence with thresholdsSchedule adherence notificationsWhat happens when .... @@ -10,0 +11,9 @@ Contact center supervisors or managers track schedule adherence to understand wh +Before you begin, note the following: + + 1. Schedule Adherence requires that schedules are created and published. For more information, see [Scheduling in Amazon Connect](./scheduling.html). + + 2. Ensure you have the right permissions to access metrics and scheduling information. For more information about the required permissions, see [Assign permissions](./required-optimization-permissions.html). + + + + @@ -14,0 +24,2 @@ Contact center supervisors or managers track schedule adherence to understand wh + * Configure adherence thresholds + @@ -17 +28 @@ Contact center supervisors or managers track schedule adherence to understand wh - * Get started + * Monitor adherence with thresholds @@ -28,0 +40,2 @@ Contact center supervisors or managers track schedule adherence to understand wh + * [Examples of adherence thresholds for agent shifts](./schedule-adherence-examples.html) + @@ -56,0 +70,78 @@ For examples that show how Adherent and Non-adherent time are calculated, see [E +You can configure adherence thresholds for individual activities like Break, Training, and Lunch using the following activity threshold settings: + + * **Allowed to:** Choose whether the threshold applies to activity Start or End time. + + * **Minutes:** Select the threshold duration (1-10 minutes). + + * **When:** Specify if agents can be Early, Late, or Early or late while remaining adherent. + + + + +Each activity can have its own threshold configuration to accommodate different operational needs. For example, you might configure a 5-minute early/late threshold for breaks to accommodate agents who are finishing customer interactions. The following two images show these options. + + + +## Configure adherence thresholds + +Complete the following steps to configure activity-based thresholds. + + 1. In Amazon Connect admin website, navigate to **Schedule Management** , **Shift Activities.** + + 2. Select an activity, and then choose **Edit**. + + 3. On the **Add shift activity** page, under **Adherence** , set **Track adherence** to **Yes**. + + + + 4. In the **Thresholds** section, choose **Define thresholds**. + + 5. Configure the following options: + + * **Start Early/Late** : How many minutes before/after scheduled time an agent can start. + + * **Allowable variance** : Minutes allowed to extend or reduce the activity. + + + + +### Staffing group threshold configuration + +You can configure specific thresholds for activities within a staffing group. Complete the following steps. + + 1. In Amazon Connect admin website, navigate to **Scheduling** , **Staffing Groups**. + + 2. Select a staffing group. + + 3. Under **Adherence Settings** , you can: + + * Select which activities to override (Break, Training, Lunch) + + * Configure specific thresholds for the selected activities: + + * **Allowed to** : Start or End time + + * **Minutes** : 1-10 minutes + + * **When** : Early, Late, or Early or late + + * Apply the changes only to selected activities within the staffing group. + + + + +You can see which thresholds are active in the **Queue and agent performance** dashboard's **Using thresholds** status. + +###### Important + + * The maximum threshold value is 10 minutes. + + * Each activity can have its own threshold settings. + + * Thresholds apply to all agents assigned to the staffing group. + + * Changes to thresholds apply to future adherence calculations only. + + + + @@ -94 +185 @@ The following image shows an example of the **Agent adherence** widget. The red -## Get started +### Adherence threshold reports @@ -96 +187 @@ The following image shows an example of the **Agent adherence** widget. The red - 1. Schedule Adherence requires that schedules are created and published. For more information, see [Scheduling in Amazon Connect](./scheduling.html). +The **Queue and agent performance** dashboard includes threshold-specific information: @@ -98 +189,14 @@ The following image shows an example of the **Agent adherence** widget. The red - 2. Ensure you have the right permissions to access metrics and scheduling information. For more information about the required permissions, see [Assign permissions](./required-optimization-permissions.html). + * Visual indicators for agents operating within thresholds + + * Remaining threshold time available + + * Threshold utilization percentage + + * Option to toggle between strict and threshold-based adherence views + + + + +Historical reports can display: + + * Adherence percentage with and without thresholds @@ -99,0 +204 @@ The following image shows an example of the **Agent adherence** widget. The red + * Time spent within configured thresholds @@ -100,0 +206 @@ The following image shows an example of the **Agent adherence** widget. The red + * Threshold utilization patterns @@ -102,0 +209,27 @@ The following image shows an example of the **Agent adherence** widget. The red + + +## Monitor adherence with thresholds + +In the **Queue and agent performance** dashboard, the **Agent Adherence** widget shows how agents are performing against configured thresholds: + + * The **Adherence status** column shows: + + * Non-adherent (red indicator) + + * Using thresholds (yellow warning icon) - indicates the agent is operating within configured threshold windows + + * Adherent (green indicator) + + * The **Status duration** column shows how long an agent has been in their current adherence state. + + * The **Schedule adherence percent** shows the adherence calculation taking thresholds into account. + + + + +You can hover over the **Using thresholds** indicator to see details about the threshold being used. + +The following image shows an example **Queue and agent performance** dashboard, with an **Adherent** status, and the **Using thresholds** message. One message is general, the other message shows X minutes as a placeholder for what would be your adherence threshold. + + + @@ -145,0 +279,10 @@ If an agent's schedule is changed within the last 30 days from the current date + * **An agent starts an activity within the configured threshold** + + * The agent is considered adherent. + + * Their status shows **Using thresholds** in the dashboard. + + * The time spent within the threshold counts as adherent time. + + * The adherence percentage calculation includes time within configured thresholds. +