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Amazon Connect Customer now supports capacity planning in 15 or 30 minute intervals

Published
August 4, 2026
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-customer-interval-capacity-plan

Amazon Connect Customer Updates

Amazon Connect Customer now allows you to generate capacity plans at the interval level (15-minute or 30-minute intervals), providing workforce planners with more detailed visibility into staffing requirements across Voice, Chat, Task, and Email channels. This feature captures demand shifts throughout the day, enabling precise alignment of agent capacity with demand and more accurate staffing plans. Additionally, you can now provide shrinkage assumptions and available headcount at the interval level for enhanced planning accuracy.

What to do

  • Utilize interval-level capacity plans to better align agent capacity with demand.
  • Incorporate shrinkage assumptions and headcount at the interval level for improved accuracy.

Source: AWS release notes




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