Amazon Connect has introduced a new feature allowing agents to exchange shifts with each other, enhancing schedule flexibility while maintaining service levels. Agents can now initiate shift trades directly, enabling them to manage unexpected life events without taking time off. Contact center managers can automate certain approvals while keeping manual control over critical cases, such as those involving sensitive customer segments like healthcare or high-value enterprise accounts.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is supported. For more details, users can refer to the Amazon Connect agent scheduling guide or watch instructional videos.