Posted On: Aug 1, 2022
Amazon Connect now enables contact center managers to view historical contact volumes and average handling time (AHT) in the forecasting UI. This new feature is part of Amazon Connect forecasting, capacity planning, and scheduling (preview) that helps contact center managers predict contact volumes and AHT, determine optimal staffing levels, and plan agent schedules to ensure they have the right agents at the right time. The ability to view historical contact volumes in the forecasting UI provides a quick way for contact center managers to identify any abnormality within forecasts and actuals.
Contact center managers can leverage this feature to compare forecasts with recent actuals (contact volume and AHT) and prior year actuals in the same view. When checking the “Variance” box in the forecasting setting UI, customers can also see a bar chart that shows where there are differences between forecasts and actuals, so that it’s easier for them to identify the gap, zoom into the specific time range, and override any actuals or forecasts if needed.
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).