Amazon Connect Adds Multi-Skill Agent Scheduling Support
📞 Amazon Connect now supports multi-skill agent scheduling to optimize workforce allocation across departments, languages, and customer tiers. Using forecast-driven, skill-based matching, administrators can schedule agents who hold multiple specialties and reserve multi-skilled staff for high-value interactions when demand peaks. This capability is available in all AWS Regions where agent scheduling is offered and aims to raise utilization while reducing staffing gaps.
