Amazon Connect - Workforce Management

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. These capabilities help optimize internal operations, meet service goals, and improve agent and customer satisfaction.

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.