Create daily activities in Amazon Connect for an agent's shift in your contact center

PDFRSS

Shift activities are daily activities that the staff (agents) does during their shift. For example:

• Productive: At work activities that agents do that are counted as productive work, such as answering contacts.

• Non-Productive: At work activities that agents do that are not counted as productive work, such as breaks and team meetings.

• Time off: Absent from work. Their status in the agent application is Offline.

You can create multiple shift activities to include as part of your staff shifts.

1. Log in to the Amazon Connect admin website with an account that has security profile permissions for Scheduling, Schedule manager - Edit.

   For more information, see Assign permissions.

2. On the Amazon Connect navigation menu, select Analytics and optimization, Scheduling.

3. On the Scheduling page, choose the Shift Activities tab, and then choose Add shift activities. The following image is an example Add shift activities page.

   

4. Complete the following boxes on the page.

   • Activity name: Name of the activity

   • Description (Optional): Additional information on the activity

   • Sub-type

     • If non-productive: Break or meal: Set this subtype for breaks, lunches or meal activities. This option is available only for Non-Productive activity types. This setting allows automated break or meal time adjustments when time offs or overtimes are added or removed from staff shifts, to comply with the break rules configured in the Staffing Group and Shift Profiles.

     • Time off: Staff Requestable: Set to Yes to allow agents to see and pick the respective time off activity during time off creation. Set to No for time off activities that can be requested only by supervisors on behalf of an agent.

   • Hours and minutes: Default duration

   • Paid: Yes/No

   • Schedule color: Choose the color you want this activity to appear in supervisor and agent view of schedules. By default Light blue is the first option. Click inside the box to see other options.

     The color you choose appears in both the draft and published versions of the schedule.

   • Deduct from time off balance: Select Yes if this activity should be deducted from the agent's time-off balance. Otherwise choose No.

     For example, an agent requests an all day time-off on July 31. They have an 8 hour shift on that day and have this activity in their shift for 30 minutes.

     • If this field is set to Yes, the 8 hours will be deducted from agent's time-off balance.

     • If it's set as No, then 7 hours and 30 minutes will be deducted from agent's time-off balance.

   • Trade behavior: This option controls how shift exchange works for the shift activity. Choose one of the following values:

     • Do not trade shift: This is the default. Choose this option to block trades if this shift activity exists.

       Important

       For for the system-created activity Work, the default configuration is Keep activity with shift.

     • Keep activity with shift: Choose this option to move the activity together with the shift.

     • Remove from shift: Choose this option to remove the activity from the shift.

   • Adherence: The following options are enabled when Adherence = Yes:

     • Default: Determines adherence using the productive/non-productive flag.

     • Custom: Enables an additional dropdown for mapping shift activity to specific agent statuses.

     The Adherence metric is not calculated when you set Adherence to No.

     For more information about these options, see Schedule Adherence.

5. If desired, add another activity.

6. Choose Save.

7. The next time a schedule is created as part of the scheduling cycle, the shift activities are applied.

Tip

Create shift profiles to ensure the desired sequence of the shift activities. For example, to schedule agents to go on their break two hours before lunch. For instructions, see Create a template for an agent's weekly shift in Amazon Connect.