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.
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.
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.
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.
Customer stories
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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