Enhancing Agent Productivity and Flexibility: Amazon Connect Introduces Custom Work Labels for Agent Schedules
SEATTLE – July 2, 2025 – Amazon Web Services (AWS) today announced a significant enhancement to Amazon Connect, its cloud-based contact center service, with the introduction of custom work labels for agent schedules. This new feature empowers contact center administrators with greater flexibility and precision in managing agent availability and optimizing workforce operations.
Historically, Amazon Connect has provided robust tools for scheduling agents, ensuring that the right agents are available at the right times to meet customer demands. However, the evolving landscape of customer service often requires more nuanced definitions of agent activities beyond standard “available” or “on break” statuses. This new capability directly addresses that need by allowing organizations to create and assign custom labels that accurately reflect the diverse tasks and activities agents perform throughout their workday.
What are Custom Work Labels?
Custom work labels provide a highly customizable way to categorize and track agent activities within their scheduled shifts. Instead of being limited to predefined work states, administrators can now define their own labels that are specific to their business operations. Examples of such custom labels could include:
- Specialized Skill-Based Tasks: “Technical Support – Level 2,” “Billing Inquiry Resolution,” “Product Training,” or “Customer Onboarding.”
- Non-Customer Facing Activities: “Call Wrap-up,” “Email Follow-up,” “Internal Training,” “Quality Assurance Review,” or “Performance Coaching.”
- Meeting and Collaboration: “Team Huddle,” “One-on-One Meeting,” or “Project Collaboration.”
- Flexible Work Arrangements: “Remote Work Session,” “Flexible Break,” or “Activity-Based Work.”
Key Benefits of Custom Work Labels:
The introduction of custom work labels offers several compelling advantages for organizations utilizing Amazon Connect:
- Enhanced Workforce Management: By providing granular visibility into how agents spend their time, administrators can gain a more accurate understanding of agent productivity and identify potential bottlenecks or areas for improvement. This allows for more effective workforce planning and resource allocation.
- Improved Schedule Accuracy and Adherence: Custom labels enable the creation of more realistic and detailed agent schedules. Agents can accurately reflect their current activities, leading to better adherence to schedules and a clearer picture of operational capacity.
- Deeper Insights into Agent Activities: Beyond simply tracking availability, custom labels allow for the categorization of specific tasks. This data can be invaluable for performance analysis, identifying training needs, and understanding the time investment in various customer-facing and back-office activities.
- Increased Agent Flexibility and Transparency: Agents benefit from the ability to accurately represent their work, fostering a sense of transparency and control over their workday. This can lead to improved job satisfaction and engagement.
- Streamlined Operations: By aligning schedules with actual tasks, organizations can streamline operational processes, reduce manual tracking, and ensure that the right expertise is available when needed.
- Tailored Reporting and Analytics: The ability to define custom labels opens up new avenues for reporting and analytics. Administrators can generate reports that highlight time spent on specific tasks, measure the efficiency of different activities, and inform strategic decision-making.
How It Works:
Administrators can now access the agent scheduling interface within Amazon Connect to create and manage their custom work labels. Once defined, these labels can be assigned to specific time blocks within an agent’s schedule, much like existing schedule types. Agents can then select the appropriate label when marking their current status or when their schedule dictates a specific activity. The system seamlessly captures this information, making it available for reporting and analysis.
This enhancement underscores AWS’s commitment to continuously evolving Amazon Connect to meet the dynamic needs of modern contact centers. By providing greater customization and insight into agent activities, Amazon Connect empowers organizations to optimize their workforce, improve customer experiences, and drive operational excellence.
Availability:
The custom work labels for agent schedules feature is available starting today for all Amazon Connect customers globally. Further details on implementation and best practices can be found in the official Amazon Connect documentation.
Amazon Connect now supports custom work labels for agent schedules
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