Create overtime slots - Amazon Connect

Create overtime slots

  1. Choose the Make Request button in the Published schedule calendar UI and select OT.

  2. A supervisor or manager enters the date and time range for overtime.

  3. Select the productive activity from the Activity list.

  4. Select by Staffing group or by Staff rules.

    • Staffing Groups send a notification to all agents regarding availability of overtime slots. Agents are approved based on a first come, first served model.

    • Staff rules allow supervisors to select specific agents to send overtime notifications to.

  5. Select the number of required overtime slots.

  6. Provide the reason for requesting overtime in the Reason text box. Agents will be able to view the reason prior to accepting or declining the overtime request.

  7. Choose Request