Create staff scheduling rules - Amazon Connect

Create staff scheduling rules

Use staff rules to specify details for individual agents and supervisors, such as their local time zone, start and end dates, and contract details. The individual staff rules you specify here override any staffing group rules when their schedule is generated.

For example, you might set up the staffing group to generate a schedule where everyone works 40 hours per week. In the staffing rules, you can choose specific employees to schedule for 20 hours per week.

To create staffing rules for individual users

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

    For more information, see Security profile permissions for Forecasting, capacity planning, and scheduling.

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

  3. Choose the Staff Rules tab, and then search and choose one or more staff from the list. Every time a staff is selected, the staff count is displayed in the Apply button.

  4. Specify details such as:

    • Time zone: Render schedules in the local time zone of the agent.

    • Start and end dates: Schedule specific agent shifts based on start or end dates.

    • Working hours and minutes: Define the minimum and maximum working hours per day and per week. Working hours should include non-productive time, such as breaks and meals. For example, If you want to generate agent schedules that are 8 hours and 30 minutes long each day, then specify 8 hours and 30 minutes in both min and max working hour fields. If you want to allow the system to generate more efficient schedules, you may provide a min and max working hours window and the system will generate the most optimal schedule duration based on forecasts and agent availability.

    • Consecutive days worked or days off: Schedule shifts based on the allowed range of consecutive days worked or days off.

  5. Choose Apply to Staff. This saves the rules, and ensures they are applied during the next scheduling cycle.