Optimize activity placement in Amazon Connect Customer scheduling

This article introduces the optimize activity feature in Amazon Connect's Forecasting, Capacity Planning, and Scheduling (FCS) service, which automates placement of non-phone activities into agent schedules while minimizing service level impact.

• Eliminates manual activity placement by algorithmically finding optimal time slots within agent shifts
• Three placement modes: any time within shift, time window, relative to shift boundaries
• Shared activities place all selected agents at same time; individual activities optimize each agent separately
• Supports multi-day scheduling for individual activities spanning up to 31 days
• Minimum attendance setting controls required agent availability for shared activities
• Optimization completes in under one minute; activities remain editable after placement
• Action logs provide CSV export for audit trails and placement verification
• Best practices include starting with least constrained mode and setting realistic minimum attendance thresholds

The feature reduces scheduling burden from hours to minutes while improving service levels by placing coaching, training, and meetings during natural demand lulls rather than convenient clock times.