Overtime management - Amazon Connect

Overtime management

Simultaneously achieving Service Level (SL), Average Speed of Answer (ASA), and cost targets requires matching supply (# of agents) and demand (# of contacts * handle time). Overtime (OT) and Voluntary Time Off (VTO) are two mechanisms that the contact center management team can deploy to achieve both targets. OT allows handling a contact surge or agent shortages without the need to hire more employees while VTO allows handling a low volume contact period without the expenses of employees in an idle state.