Implementing multi-skill forecasting and scheduling in Amazon Connect

This article explains how to implement multi-skill forecasting and scheduling in Amazon Connect to optimize contact center staffing based on agent capabilities and specialized skills.

• Demand Groups segment work by specialized skills (e.g., language proficiency) for independent forecasting
• Skill-based segmentation matches agent capabilities to demand patterns rather than treating agents as interchangeable
• Priority-based scheduling assigns agents to demand groups based on proficiency levels
• Staffing Groups organize agents by skills and link to multiple demand groups with priority assignments
• AI-driven deployment strategically allocates multilingual agents to peak demand periods
• Step-by-step console setup includes creating forecast groups, demand groups, and staffing groups
• Individual agent skills can be customized via Staff Rules when proficiencies change
• Schedules can be generated, reviewed, and published with iterative refinement before deployment
• Partial schedules support adding new agents to specific staffing groups

Multi-skill forecasting enables contact centers to reduce staffing imbalances, meet SLAs consistently, and optimize costs by matching specialized agent skills to demand patterns effectively.