Posted On: Mar 22, 2022

Amazon Connect now provides new machine-learning powered capabilities to make it easy for contact center managers to predict contact volumes and average handle time with high accuracy, determine ideal staffing levels, and optimize agent schedules to ensure they have the right agents at the right time. Enabling these capabilities takes just a click, eliminating the need to build custom applications or integrate with third-party products, which can be complex and expensive. These new capabilities help businesses optimize their operations, meet service level goals, and improve agent and customer satisfaction.

Amazon Connect generates accurate long-term and short-term forecasts for contact volume and average handle time. The long-term forecasts are used to determine how many agents are needed to meet service level goals. Individual agents’ schedules are generated based on short-term forecasts, shift patterns, and scheduling rules and policies. Forecasters, capacity planners, schedulers, and supervisors can access these capabilities as part of the native Amazon Connect analytics user experience, and agents can access their schedules from the Amazon Connect agent application.

Amazon Connect forecasting, capacity planning, and scheduling are available in preview in US East (N. Virginia) and US West (Oregon) regions. To learn more, visit our website.

Please click here to sign up for the preview or reach out to your AWS sales partner.