Amazon Connect Customer now supports capacity planning in 15 or 30 minute intervals
Amazon Connect Customer now lets you generate capacity plans at the interval level (15-minute or 30-minute intervals), giving workforce planners visibility into more granular staffing requirements across Voice, Chat, Task, and Email channels. Interval-level plans capture how demand shifts throughout the day — such as a lunchtime surge in chat contacts or an end-of-day change in call volume — so you can align agent capacity with demand as it changes and staff precisely for each part of the day. You can also provide shrinkage assumptions and available headcount at the interval level for more accurate plans. Together, these capabilities improve planning accuracy and help you reduce over- and under-staffing, improving service levels and operational efficiency.
This feature is available in all AWS Regions where Amazon Connect Customer agent scheduling is available. To learn more about Amazon Connect Customer agent scheduling, click here.