Amazon Connect Forecasting, Capacity Planning, and Scheduling

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

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 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.

Check the box to get started in seconds

Get started in seconds

Forecasting, capacity planning, and scheduling 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

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

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.