Amazon Connect Customer Adds Activity Optimization, Larger Schedules, Notifications, and 90-Day Task Planning

Amazon Web Services released four updates to its Amazon Connect Customer scheduling service in June 2026. The changes address ad-hoc activity optimization, larger agent schedules, automated notifications, and extended task planning. Together they reduce manual work for supervisors and improve service level consistency.

The ad-hoc activity optimization feature automatically finds the best time to schedule non-productive events such as compliance training or team meetings. For example, a manager can schedule training for 500 agents within the next two weeks. The system picks the optimal time while minimizing impact on service level goals. Supervisors can choose placement methods: anytime within a shift, within a specific time window like 12:00 p.m. to 4:00 p.m., or relative to shift start and end times.

New scheduling capabilities target operational efficiency

The other three updates expand scale, communication, and planning horizons. Key details include:

• Support for up to 5,000 agents per schedule, up from previous limits. This includes up to 350 agents per staffing group and up to 300 staffing groups per forecast group. The change eliminates the need to split scheduling across multiple runs for large or multi-skilled agent pools.
• Schedule update notifications via email or text through Amazon EventBridge. Supervisors can define rules to alert agents when new schedules are published, existing schedules change, or leave request status updates. This removes manual notification efforts.
• Task scheduling up to 90 days in advance using the StartTaskContact API, flows, or the agent workspace. Organizations can plan long-running follow-up work, such as an insurance claim process with multiple steps routed to the right team at the right time.

Implications for contact center operations

These features reduce the administrative burden on workforce managers. The activity optimization alone can save hours of manual searching for suitable time slots. The larger schedule limit supports consolidation of previously separate schedules, which improves accuracy for shared agent pools. Notifications keep agents informed without extra work from supervisors. The 90-day task horizon enables better planning for complex, multi-step customer interactions.

All features are available in AWS Regions where Amazon Connect Customer agent scheduling is offered. The task scheduling update also covers AWS GovCloud (US) regions. Organizations using Amazon Connect can adopt these capabilities immediately through the AWS Management Console or APIs. The updates reflect AWS's continued investment in contact center workforce management tools.