Elevate your contact center using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features
Contact Center Blog
Amazon Connect has introduced new workforce management features to help contact centers optimize scheduling, staffing, and agent performance:
- Shift Exchange: Agents can now trade shifts with automated and manual approval workflows
- Extended Time Off Planning: Agents can schedule time off up to 24 months in advance
- Analytics Data Lake: New capabilities to generate reports on scheduling and agent activities
- Daily Headcount Projections: Provides granular staffing insights for up to 64 weeks
- Customizable Agent Adherence Tracking: More flexible monitoring of agent schedule compliance
These AI-powered features help contact center supervisors optimize workforce management, improve operational efficiency, and enhance both agent and customer satisfaction.
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