Did You Know Contact Center Capacity Planning Can Now Go Down to 15-Minute Intervals?
Hey everyone, it's Shiichan! I found a nice update today for anyone doing workforce planning in a contact center.
AWS What's New
aws.amazon.com
What was announced?
According to AWS What's New, Amazon Connect Customer's capacity planning now supports interval-level plans at 15-minute or 30-minute granularity. Workforce planners can now see staffing requirements in much finer detail, across Voice, Chat, Task, and Email channels.
The story so far
Demand in a contact center swings quite a bit within a single day — a lunchtime surge in chat contacts, or a change in call volume near closing time. Capturing those short-term shifts with the level of detail needed was hard with the capacity plans available before, which makes interval-level planning a genuinely meaningful step forward.
What changes
- You can now build capacity plans at 15-minute or 30-minute interval granularity
- This covers all channels: Voice, Chat, Task, and Email
- You can also set shrinkage assumptions and available headcount at the interval level
- Aligning staffing with demand as it shifts helps reduce over- and under-staffing, improving service levels and operational efficiency
Dive Deep
This feature is available in every AWS Region where Amazon Connect Customer agent scheduling is supported. For more on how to use it, check the Amazon Connect agent scheduling documentation.
Wrap-up
- Amazon Connect Customer's capacity planning now supports 15-minute and 30-minute intervals
- Covers Voice, Chat, Task, and Email channels
- Shrinkage assumptions and available headcount can also be set at the interval level
- Helps reduce over- and under-staffing while improving service levels and efficiency
A great fit for anyone doing workforce planning for a contact center who wants staffing to track fine-grained demand shifts throughout the day!
