Amazon Connect Customer now supports forecasting, planning, and scheduling for Tasks and Emails

Amazon Connect Customer Updates

Amazon Connect Customer now supports forecasting, capacity planning, and scheduling for Tasks and Emails, enabling you to plan and optimize your workforce across all workloads (Voice, Chat, Tasks, Emails). Connect Customer accounts for the unique characteristics of each channel, including concurrent work handling, duration of work from minutes to months, and distinct service level requirements, so your forecasts and schedules reflect how your operation actually runs.

For example, if your agents handle email inquiries or tasks such as case processing alongside voice calls, you can now generate a unified forecast that accounts for all of these workloads and create schedules that efficiently allocate agents across channels. This enables end-to-end workforce optimization within a single solution and ensures consistent service levels across all customer interaction channels.

What to do

• Review the new features and plan for implementation.
• Update your workforce management strategies to include Tasks and Emails.
• Monitor performance and adjust schedules as necessary.

This feature is available in all AWS Regions where Amazon Connect Customer agent scheduling is available. To learn more about Amazon Connect Customer agent scheduling, click here.

Source: AWS release notes

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