Amazon Connect Enhances Workforce Management with Introduction of Recurring Activities in Agent Schedules
Seattle, WA – August 18, 2025 – Amazon Web Services (AWS) today announced a significant enhancement to Amazon Connect, its cloud-based contact center service, with the introduction of recurring activities within agent schedules. This new feature empowers businesses to streamline workforce management, improve agent productivity, and ensure optimal staffing levels with greater flexibility and efficiency.
The ability to define recurring activities marks a pivotal step forward in simplifying the complex task of scheduling agents for the modern, dynamic contact center environment. Previously, managing recurring events such as regular training sessions, team meetings, or specific skill-based coaching required more manual effort and often led to less precise schedule adherence. With this update, Amazon Connect now offers a more intuitive and automated approach to incorporating these essential, repeatable tasks directly into agent schedules.
Key Benefits of Recurring Activities in Agent Schedules:
- Enhanced Efficiency: Administrators can now easily set up repeating activities that occur on a daily, weekly, or custom interval. This eliminates the need for repetitive manual entry for recurring events, saving valuable time for workforce managers.
- Improved Accuracy and Compliance: By embedding recurring activities directly into the scheduling system, businesses can ensure that essential operational requirements and training obligations are consistently met. This reduces the risk of missed sessions and improves overall schedule compliance.
- Greater Flexibility: The feature accommodates a wide range of recurring needs, from daily huddles and weekly team syncs to specialized recurring training modules or recurring shift patterns that might include specific non-contact center activities.
- Optimized Agent Utilization: Recurring activities can be strategically placed within agent schedules to optimize their time and ensure they are engaged in productive tasks even when not directly handling customer interactions. This can include skill development, quality assurance reviews, or internal project work.
- Simplified Planning: The introduction of recurring activities simplifies the overall workforce planning process, allowing managers to build more robust and realistic schedules that account for both customer demand and internal operational needs.
This update reflects Amazon Connect’s continuous commitment to providing businesses with the tools they need to deliver exceptional customer experiences while simultaneously supporting their operational efficiency. By reducing the administrative burden associated with scheduling recurring events, contact centers can reallocate resources towards more strategic initiatives, such as agent coaching and process improvement.
The ability to integrate these repeatable tasks seamlessly into an agent’s workday ensures that every team member is effectively utilized and that critical internal functions are consistently addressed. This ultimately contributes to a more engaged workforce and a more agile contact center operation.
The new recurring activities feature is available starting today within Amazon Connect, further solidifying its position as a leading solution for businesses seeking to modernize and optimize their contact center operations.
Amazon Connect now supports recurring activities in agent schedules
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