Amazon Connect forecasting, capacity planning, and scheduling (preview)

ML-powered contact center capabilities that help you respond to capacity, staffing, and workforce changes.

Amazon Connect forecasting, capacity planning, and scheduling are machine learning (ML) powered capabilities that make it easy for contact center managers to predict contact volumes and average handle time with high accuracy, determine ideal staffing levels, and optimize agent schedules to ensure you have the right agent at the right time. Turning it on takes just a click, eliminating the need to build custom applications or integrate expensive third-party solutions into your contact center. These capabilities help optimize internal operations, meet service goals, and improve agent and customer satisfaction.

Get started with a single click

Forecasting, capacity planning, and scheduling capabilities are built right inside Amazon Connect, eliminating the cost and time needed to build your own application or integrate with traditional third-party solutions. In just a click, you can start responding to capacity, staffing, and workforce changes.

Highly accurate ML-powered forecasting

Predict your customer service workload, including contact volume and average handling time, with high accuracy. Powered by machine learning, forecasting provides accurate predictions and deeper insights to help improve downstream capacity planning and scheduling.

Efficient ML-powered capacity planning

Leverage capacity planning to estimate how many full-time equivalent (FTE) agents are needed to be hired to meet the service level goals based on the long-term forecasts. Conduct “what if” analysis to optimize service level targets, then share with HR, finance, and training to facilitate strategic long-term resource planning, automatically reducing operational overhead.

Optimized agent scheduling

Ensure you have the right agents at the right time to support customer contacts. Scheduling generates individual agents’ schedules based on the short-term forecasts, shift patterns, and scheduling rules and policies. Schedules are visible to agents in the Amazon Connect agent application and accessible to supervisors to view and make schedule adjustments in real-time.

One easy-to-use application for everyone

With Amazon Connect’s native intuitive user experience, contact center managers can forecast, plan, and schedule right inside Amazon Connect. Agents can view their shifts and handle contacts within the same agent application, streamlining onboarding by improving usability and productivity.

Customers

Traeger Grills

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 & Analytics – Traeger Grills

Blog posts and articles

Getting started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling (preview)
Sajith Kaimal
Mar 22, 2022

Read blog »

FAQs

Q: How can I learn more about Amazon Connect?

To learn more about Amazon Connect, click here.

Q: How do I get started with Amazon Connect forecasting, capacity planning, and scheduling (preview)?

Amazon Connect forecasting, capacity planning, and scheduling (preview) is available to all Amazon Connect customers who are interested to run production workloads. To get started, review the documentation and fill out this form and we will reach out with next steps.

Q: Are there any specific legal requirements I should be aware of when Amazon Connect forecasting, capacity planning, and scheduling?

Amazon Connect forecasting, capacity planning, and scheduling (preview) is not designed to ensure compliance with any particular laws. It is your responsibility to ensure that your actions and your use of Amazon Connect forecasting, capacity planning, and scheduling (preview) comply with any applicable laws, including employment regulations. You should confer with your legal counsel to determine your obligations. In addition, please see the Service Terms related to Amazon Connect forecasting, capacity planning and scheduling (preview).

Q: What languages does Amazon Connect forecasting, capacity planning, and scheduling (preview) support?

In preview, Amazon Connect forecasting, capacity planning, and scheduling supports English (en-us). We will continue to add additional languages in the future.

Regions Available: US West (Oregon), US East (N. Virginia), Europe (London), Asia Pacific (Sydney).

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