Schedule Adherence for agent productivity in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/schedule-adherence.html

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

AWS documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Under the Custom adherence method each shift activity is mapped to specific agent statuses, and any unmapped status during that activity counts as non-adherent. in context
• Under the Default adherence method an agent is adherent when scheduled Productive and in Available status, or scheduled Non-productive and Offline or in any custom status. in context
• Schedule adherence metrics (Adherent time, Adherence, Scheduled time, Non-adherent time) appear on the Historical metrics and Real-time metrics pages, and real-time adherence appears in the Agent adherence widget of the Queue and agent performance dashboard. in context
• If an agent's schedule is changed for a date within the last 30 days, adherence is recalculated against the new schedule. in context
• Amazon Connect begins generating schedule adherence automatically as soon as a published schedule starts that contains shift activities with Adherence set to yes. in context
• Adherence thresholds can be set per activity and per staffing group up to a maximum of 10 minutes early or late, and threshold changes apply only to future adherence calculations. in context
• An agent with no schedule for a period is shown with adherence status Unscheduled. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Schedule Adherence for agent productivity in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-schedule-adherence

BibTeX

@misc{warmtransfer-aws-connect-schedule-adherence,
  title  = {Schedule Adherence for agent productivity in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-schedule-adherence},
  note   = {Amazon Web Services, accessed 2026-10-02}
}