Amazon Connect now allows you to compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Amazon Connect Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, now, effective staffing. These forecasts allow you to take proactive actions to improve customer wait time and service level. For example, contact center managers can now track agent utilization at the queue level, enabling them to identify potential imbalances or staffing shortages and take action before wait times are impacted.
This feature is available in all AWS Regions where Amazon Connect forecasting, capacity planning, and agent scheduling is available. To learn more see the Amazon Connect Administrator Guide.
Source:: Amazon AWS