Amazon Connect Query

Question

Hi there, I have been researching the cheapest way to manage overtime at my company and have come across Amazon Connect, which I am aware is a phone system however the overtime management in the forecasting and scheduling part of the service is really good from what I've tested so far, and will work great in my use case. I know I can disable all of the phone parts of the service for my users so they can only view the scheduling side, which is great, but how do I allow my users to see the overtime requests I, as a supervisor, have put in? I have tried tinkering around with the permissions buit this isn't really making a difference. 
I was also womndering how to have the system send an email to my selected staffing groups, when I add a new overtime request.

Would be great to get some help with this rather unconventional use of Amazon Connect!

Thanks.

Answer

Here are a few suggestions for managing overtime requests and notifications in Amazon Connect:

As a supervisor, you can create overtime slots by selecting the "Make Request" button in the published schedule calendar and choosing "OT". Then specify the date, time range, required activity, and number of slots needed. You have the option to notify either all agents in selected staffing groups or only specific agents chosen with staff rules.
Agents will be able to view the overtime reason you provide before accepting or declining. The system approves requests on a first-come basis when notifying all groups, or based on your agent selections with rules.
To view existing overtime requests, go to the Overtime pane. Here you have the ability to override approvals by clicking the ellipses next to an agent's name and forcing a decline if needed. This gives you more scheduling control as the supervisor.

Amazon Connect Query

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