Amazon Connect forecasting, capacity planning, and scheduling, a feature of Amazon Connect, helps you to predict, allocate, and verify that the right number of agents are scheduled at the right time to meet your operational goals with minimal overstaffing. Machine learning (ML)–powered capabilities allow you to anticipate contact volume and arrival rates, convert forecasts into projected staffing needs, and assign daily shifts to the right number of agents. With forecasting, capacity planning, and scheduling, you can help optimize internal operations, meet service goals, and improve agent and customer satisfaction.
Source:: Amazon AWS