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, a feature of Amazon Connect, 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.

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

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.

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 and 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?

For more information, visit Amazon Connect.

Q: How much does forecasting, capacity planning, and scheduling cost?

For pricing information, visit Amazon Connect pricing.

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

Forecasting, capacity planning, and scheduling is available to all Amazon Connect customers who want to run production workloads. To get started, review the documentation and turn on the feature for your Amazon Connect instance.

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

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.

Q: What languages does forecasting, capacity planning, and scheduling support?

Forecasting, capacity planning, and scheduling currently supports English (en-US). We will continue to add additional languages in the future.

Q: Is forecasting, capacity planning, and scheduling compliant with General Data Protection Regulation (GDPR) guidelines?

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.

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

Learn more about Amazon Connect
Learn more about Amazon Connect

Visit the Product Overview page.

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