Amazon Connect Customer now supports unplanned shrinkage in agent schedules

Amazon Connect Customer Updates

Amazon Connect Customer now enables managers to input unplanned shrinkage in agent schedules, providing a more accurate picture of staffing due to unscheduled agent absences such as late logins or unplanned sick leave. Managers can upload unplanned shrinkage assumptions directly into agent schedules and immediately see updated scheduling metrics such as scheduled headcount, net staffing, and projected service level — each adjusted for unplanned shrinkage.

For example, if 10% of the agents scheduled to work at 8 AM next Monday are expected to be unavailable due to late logins, then projected service level falls from 90% to 85% with unplanned shrinkage. This enables workforce managers to proactively address gaps in staffing that may arise due to unplanned agent unavailability, thus improving scheduling accuracy and their ability to maintain target service levels.

What to do

• Upload unplanned shrinkage assumptions directly into agent schedules.
• Monitor updated scheduling metrics such as scheduled headcount, net staffing, and projected service level.
• Proactively address gaps in staffing due to unplanned agent unavailability.

Source: AWS release notes

If you need further guidance on AWS, our experts are available at AWS@westloop.io. You may also reach us by submitting the Contact Us form.