Elevate your contact center workforce management using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features (2025 Q2)

AWS has announced new workforce management features for Amazon Connect that enhance contact center operations and scheduling capabilities:

• Custom Work Activities: Allows organizations to create custom work labels for agent schedules, enabling more granular tracking of productive and non-productive time
• Forecast Editing UI: Provides three ways to adjust forecasts directly in the interface - by percentage, adding/subtracting numbers, or replacing system-generated forecasts
• Recurring Activities: Enables schedulers to create automatically repeating activities, similar to calendar scheduling, which saves significant time in manual scheduling

These new features aim to improve workforce management by providing more flexibility, accuracy, and efficiency in contact center scheduling and resource allocation. The capabilities help organizations optimize staff levels, reduce manual work, and improve overall operational performance.