Posted On: Aug 25, 2022
Amazon Connect now enables you to select and manage which days the contact center is open for the purpose of capacity planning. This new feature is part of Amazon Connect forecasting, capacity planning, and scheduling (preview) that helps you predict contact volumes and average handling time, determine optimal staffing levels, and plan agent schedules to ensure you have the right agents working at the right time.
Not every contact center is open for the same days. The ability to select working days in the capacity planning user interface (UI) reduces the manual process to adjust the number of required full time equivalent (FTE) agents. When checking the business operation days drop down list, you can select which days the contact center is open. The capacity planning module automatically adjusts the FTE requirement estimation and updates other related metrics, such as required overtime percent or required voluntary time off percent.
Amazon Connect forecasting, capacity planning, and scheduling (preview) is available in four AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), and Europe (London)