AWS connect documentation change
Summary
Updated apostrophe usage throughout for consistency and revised time zone configuration instructions for shift profiles to clarify setup using local time zones instead of UTC.
Security assessment
Changes are grammatical (apostrophe corrections) and clarify operational configuration for time zones in scheduling. No security vulnerabilities, patches, or security features are referenced or documented.
Diff
diff --git a/connect/latest/adminguide/troubleshooting-forecasting-capacity-planning-scheduling.md b/connect/latest/adminguide/troubleshooting-forecasting-capacity-planning-scheduling.md index a0554a10d..b49b9fff3 100644 --- a//connect/latest/adminguide/troubleshooting-forecasting-capacity-planning-scheduling.md +++ b//connect/latest/adminguide/troubleshooting-forecasting-capacity-planning-scheduling.md @@ -26 +26 @@ These sections outline troubleshooting scenarios and address frequently asked qu -Forecasts are processed automatically, delivering short-term forecasts daily, and long-term forecasts weekly, so users don’t need to worry about running forecasts manually. However, you may want to see how a forecast is updated when you add or modify historical data. +Forecasts are processed automatically, delivering short-term forecasts daily, and long-term forecasts weekly, so users don't need to worry about running forecasts manually. However, you may want to see how a forecast is updated when you add or modify historical data. @@ -78 +78 @@ The data uploads for long-term and short-term forecasts are independent. The dai -It’s possible that you do not have permissions to publish a forecast. It’s also possible that the forecasts (both contact volume and handle time for each of short-term and long-term) have not been successfully generated. Check if you have the permission for **Analytics, Forecasting - Publish** and check if the forecasts have been successfully generated (the status column should show **complete"** when the forecasts are generated). +It's possible that you do not have permissions to publish a forecast. It's also possible that the forecasts (both contact volume and handle time for each of short-term and long-term) have not been successfully generated. Check if you have the permission for **Analytics, Forecasting - Publish** and check if the forecasts have been successfully generated (the status column should show **complete"** when the forecasts are generated). @@ -106 +106 @@ A flat average handle time performs better when forecasting short-term forecast -Handle time is important when calculating a workload. It generally doesn’t vary much in the short term but can vary over longer time periods, which is reflected in our models. +Handle time is important when calculating a workload. It generally doesn't vary much in the short term but can vary over longer time periods, which is reflected in our models. @@ -132 +132 @@ Confirm that the forecast group names in the `.csv` file match the actual foreca -This can occur because the last date an agent can be scheduled is before the time of the schedule and/or the agent's maximum working hours don’t allow them to work in that shift profile. Review the following steps to address this issue. +This can occur because the last date an agent can be scheduled is before the time of the schedule and/or the agent's maximum working hours don't allow them to work in that shift profile. Review the following steps to address this issue. @@ -154 +154 @@ This can be caused by having overlaps in the break and lunch activities. Check t -This is commonly caused by challenges with time zones. Shift profiles are set using Coordinated Universal Time (UTC), and staff rules specify which time zone agents should use. Review the following steps to address this issue. +This is commonly caused by a mismatch between the time zone of the shift profile and the time zones configured for your agents. Shift profiles support any time zone, and staff rules specify which time zone each agent should use. Review the following steps to address this issue. @@ -156 +156 @@ This is commonly caused by challenges with time zones. Shift profiles are set us - * Ensure the **shift profile** start time and end time are configured in the UTC time-zone. + * On the **shift profile** , set the **Time zone** to the time zone in which you want to enter the **Start time** and **End time** , then enter the times in that time zone. For example, to schedule agents in Boston from 9 AM to 5 PM Eastern time, set the shift profile time zone to America/New_York, the start time to 9:00 AM, and the end time to 5:00 PM. @@ -158,5 +158 @@ This is commonly caused by challenges with time zones. Shift profiles are set us - * Ensure the correct user time-zones are set in the **Staff rules** UI. For example, if you want to schedule agents in Boston (EST time-zone) from 9am to 5pm, you must do the following. - - * Set **Shift profile** start time as 1:00PM and end time as 9PM. Usually shift profiles are set once and later re-used. - - * Updated the timezone for all agents to EST time zone in the **Staff rules** UI. + * Ensure the correct time zone is set for each agent in the **Staff rules** UI so that agents and supervisors see schedules rendered in their local time zone. @@ -180 +176 @@ For example, if the minimum working hours are 40 hours, and the agent belongs to -The shift profile operation hours apply to staffing groups. If you don’t set the staffing groups rule for **shift start time** , Connect Customer optimizes your agent start time based on the forecasted workload. +The shift profile operation hours apply to staffing groups. If you don't set the staffing groups rule for **shift start time** , Connect Customer optimizes your agent start time based on the forecasted workload.