Amazon Connect forecasting, capacity planning, and scheduling helps you to predict, allocate, and verify that the right number of agents are scheduled at the right time to meet your operational goals with minimal overstaffing. Machine learning (ML)–powered features include forecasting, capacity planning, scheduling, and schedule adherence. These workforce management capabilities allow you to anticipate contact volume and arrival rates, convert forecasts into projected staffing needs, and assign daily shifts to the right number of agents. With forecasting, capacity planning, and scheduling, you can help optimize internal operations, meet service goals, and improve agent and customer satisfaction.
Get started in seconds
Workforce management capabilities are built right inside Amazon Connect, removing the cost and time needed to build your own application or integrate with traditional third-party solutions. With one check of a box, get started with improving your demand planning.
Accurate ML-powered forecasting
Predict your customer service workload, including contact volume and average handling time, with improved accuracy. Powered by ML, forecasting provides accurate predictions and deep insights to help improve future capacity planning and scheduling.
Efficient ML-powered capacity planning
Use capacity planning to estimate how many full-time equivalent (FTE) agents are needed to be hired to meet your service-level goals, based on long-term forecasts. Conduct what-if analysis to improve service-level targets, then share with HR, finance, and training to facilitate long-term strategic resource planning, thus automatically reducing operational overhead.
Continually improve agent scheduling
Ensure you have the right agents at the right time to support customer contacts. Scheduling generates individual agents’ schedules based on short-term forecasts, shift patterns, and schedule rules and policies. Schedules are visible to agents in the Amazon Connect agent workspace and accessible to supervisors to view and make schedule adjustments in real time.
Automate intraday agent request management
Give your employees the flexibility to choose when they want to work overtime or take time off within predetermined parameters, without the need for manual manager approvals. Using ML, Amazon Connect makes real-time schedule readjustments, such as moving or creating additional rest breaks, freeing managers to focus on reviewing performance metrics and coaching agents.
One easy-to-use application for everyone
Contact center managers can forecast, plan, and schedule right inside the intuitive Amazon Connect UI. Agents can view their shifts, handle contacts, and take time off within the same agent application, streamlining onboarding by improving usability and productivity.
Customer stories
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Traeger Grills
Amazon Connect is now giving us a way to consolidate our processes for determining our contact center workload, staffing levels, and agent scheduling. This is incredibly powerful; it dramatically simplifies the current disjointed experiences into a unified platform for our managers and agents. We have complete visibility to manage our workforce and optimize our contact center across both internal and outsourced partners, all within Amazon Connect. The machine learning–powered forecasting, capacity planning, and scheduling capabilities in Amazon Connect helped us improve our forecasts and staffing accuracies by over 5%. Our agents will now have a more consistent workload and more time for training, all while delighting our end customers.
Bryan Carey, Head of Operations and Analytics – Traeger Grills