Capacity Planning

Forecast long-term contact center personnel requirements using machine learning.

Optimizing your Workforce

Capacity planning in Amazon Connect helps you forecast long-term contact center personnel requirements to meet your service level targets. Using AWS machine learning capabilities, it can predict contact arrival patterns, volumes, and average handle time with high accuracy.

This robust functionality makes it easy for contact center operations to determine ideal staffing levels, optimize agent schedules, and ensure the right agents are available at the right time.

Forecasting, Capacity Planning, & Scheduling

Predict your customer service workload, including contact volume and average handling time, with high accuracy. Powered by machine learning, forecasting provides accurate predictions and deeper insights to help improve downstream capacity planning and scheduling.
Leverage capacity planning to estimate how many full-time equivalent (FTE) agents are needed to be hired to meet the service level goals based on the long-term forecasts. Conduct “what if” analysis to optimize service level targets, then share with HR, finance, and training to facilitate strategic long-term resource planning, automatically reducing operational overhead.
Ensure you have the right agents at the right time to support customer contacts. Scheduling generates individual agents’ schedules based on short-term forecasts, shift patterns, and scheduling rules and policies. Schedules are visible to agents in the Amazon Connect agent application and accessible to supervisors to view and make schedule adjustments in real time.
With Amazon Connect’s native intuitive user experience, contact center managers can forecast, plan, and schedule right inside Amazon Connect. Agents can view their shifts and handle contacts within the same agent application, streamlining onboarding by improving usability and productivity.