Amazon Connect now offers intraday forecasts
News
The article discusses a new feature in Amazon Connect called intraday forecasts, which provides machine learning-powered forecasting for contact volumes, average queue answer time, and average handle time. These forecasts are updated every 15 minutes and allow contact center managers to take proactive actions to improve customer wait times and service levels.
Specifically, the article covers:
- Introduction of intraday forecasts in Amazon Connect
- Forecasts for contact volumes, average queue answer time, and average handle time
- Updates every 15 minutes for rest-of-day predictions
- Ability to adjust staffing levels and agent assignments based on forecasts
- Availability in all AWS regions where Amazon Connect forecasting is supported
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