Amazon Connect now provides agent scheduling metrics in data lake
News
This article announces that Amazon Connect now exports agent scheduling metrics to its data lake, enabling easier reporting and analysis of workforce planning data.
- Access interval-level metrics (15 or 30 minutes) including forecasted and scheduled headcount
- View projected service level metrics for capacity planning
- Aggregate metrics by business unit or break down by demand segments
- Visualize data in Amazon QuickSight or other BI tools
- Identify over or under-staffing periods automatically
- Eliminates manual schedule reviews, improving scheduler productivity
- Available in all AWS Regions supporting Amazon Connect scheduling
This feature streamlines workforce analytics by integrating scheduling data into the data lake for self-service reporting and insights.
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