Amazon Connect Customer now supports unplanned shrinkage in agent schedules
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Amazon Connect Customer now enables managers to input unplanned shrinkage in agent schedules for more accurate staffing visibility.
- Account for unscheduled agent absences like late logins and unplanned sick leave
- Upload shrinkage assumptions directly into agent schedules
- View updated metrics: scheduled headcount, net staffing, and projected service level
- Example: 10% absence rate reduces projected service level from 90% to 85%
- Proactively address staffing gaps and maintain target service levels
- Available in all AWS Regions supporting Amazon Connect Customer agent scheduling
This feature improves workforce management accuracy by accounting for unplanned agent unavailability in scheduling decisions.
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