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Amazon Connect

Amazon Connect Forecasting, Capacity Planning, and Scheduling

Respond faster to capacity and workforce management changes with AI-powered contact center capabilities

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Overview

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. These machine learning (ML)-powered workforce management capabilities allow you to be more responsive and cost-effective by anticipating contact volume and arrival rates, and converting forecasts into projected staffing needs. Amazon Connect helps you optimize internal operations, meet service goals, and improve agent and customer satisfaction.

Get started in seconds

Workforce management capabilities are built in to Amazon Connect, reducing the time and cost needed to build your own application or integrate with traditional third-party solutions. 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. Start improving your demand planning in a few clicks.
Screenshot of the Amazon Connect case management dashboard showing details for a windshield damage insurance claim, including customer profile, claim summary, policy information, and an activity feed of inbound calls and actions.

Accurate ML-powered forecasting

Amazon Connect uses ML to more accurately predict customer service workloads, including contact volume and average handling time. Intraday forecasts provide rest-of-day contact volume predictions that are updated every 15 minutes, allowing supervisors to be more responsive.
Screenshot of the Amazon Connect intraday forecast performance dashboard, displaying key contact center metrics such as contact volume, average handle time, average queue answer time, abandonment rate, and effective staffing levels with various data visualizations and filters for performance analysis.

Efficient capacity planning

Use capacity planning to estimate how many full-time equivalent (FTE) agents should be hired and available to meet your service-level goals, based on long-term forecasts. Conduct a what-if analysis to improve service-level targets. Collaborate with HR, finance, and training to facilitate long-term strategic resource planning and reduce operational overhead.
A screenshot of a machine learning-powered capacity planning dashboard showing plan outputs for a contact center. The table includes metrics such as forecasted contact volume, average handling time, required FTEs, forecasted occupancy, shrinkage-adjusted FTE requirements, available FTEs, and calculated gaps and percentages for selected weeks.

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.
Screenshot of the Amazon Connect agent scheduling dashboard showing agent schedules, staffing metrics, and assigned work activities for various teams.

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.
Screenshot of an automated intraday agent request management dashboard, displaying a weekly calendar view of work schedules, breaks, meetings, and requests for overtime, VTO, and time off in a contact center environment. Includes request statuses such as approved, pending, declined, and cancelled.

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.
Screenshot of an automated intraday agent request management dashboard, displaying a weekly calendar view of work schedules, breaks, meetings, and requests for overtime, VTO, and time off in a contact center environment. Includes request statuses such as approved, pending, declined, and cancelled.

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
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FAQs

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For pricing information, visit Amazon Connect pricing.

To get started, review the documentation and turn on the feature for your Amazon Connect instance.

Forecasting, capacity planning, and scheduling is not designed to ensure compliance with any particular laws. It is your responsibility to ensure that your actions and your use of forecasting, capacity planning, and scheduling comply with any applicable laws, including employment regulations. Confer with your legal counsel to determine your obligations. For more information, see the Service Terms related to forecasting, capacity planning, and scheduling.

For latest language support, see Amazon Connect language support by region.

Yes, forecasting, capacity planning, and scheduling is fully compliant with GDPR. Amazon Connect customers can deactivate these capabilities, and data related to forecasting, capacity planning, and scheduling is automatically deleted after 30 days. End customers can reactivate data collection within 30 days and continue its use with previous data intact.

For latest region availability, see Amazon Connect feature availability by region.

Customer stories