Optimize activity placement in Amazon Connect Customer scheduling
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May 28, 2026
person
Prabhakar Rajasekar
domainamazon-connect
Introduction When you manage a contact center schedule, you face a recurring challenge: fitting non-phone activities (coaching sessions, team meetings, training blocks, and one-on-one reviews) into agent schedules without degrading service levels. These activities support agent development, compliance, and operational goals, but every minute an agent spends in a coaching session is a minute […]
