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A 10% No-Show Now Drops Service Level from 90% to 85%: Amazon Connect Customer Adds Unplanned Shrinkage!

AWS What's New ★★ View Markdown
#aws#business

Hi, it's me, Shiichan! Today I found a AWS What's New update that contact center managers are going to appreciate.

AWS What's New aws.amazon.com

What was announced?

According to AWS What's New, Amazon Connect Customer's agent scheduling now supports entering "unplanned shrinkage."

Unplanned shrinkage means agent unavailability you can't predict ahead of time, like late logins or unplanned sick leave. Managers can upload these assumptions directly into agent schedules, and as soon as they do, the following scheduling metrics update immediately:

  • Scheduled headcount
  • Net staffing
  • Projected service level

All three are recalculated to account for the unplanned shrinkage you entered.

The story so far

Amazon Connect Customer already had agent scheduling that could account for planned absences, like vacation or training (planned shrinkage). But it couldn't factor in unplanned absences that only become clear on the day itself, such as late logins or sudden sick leave. That meant staffing and service-level projections could look more optimistic than what actually happens on the floor.

What changes

With unplanned shrinkage now built in, workforce managers can see scheduling metrics that reflect a more realistic picture, one that accounts for how much unplanned absence is likely to happen.

The announcement gives a concrete example: if 10% of the agents scheduled to work at 8 AM next Monday are expected to be unavailable due to late logins, the projected service level drops from 90% to 85% once unplanned shrinkage is factored in.

By surfacing that gap as a hard number, managers can spot potential staffing shortfalls ahead of time and act early to keep service levels on target. That's the real value here: scheduling accuracy itself goes up.

Wrap-up

  • Amazon Connect Customer's agent scheduling now supports entering unplanned shrinkage, such as late logins or unplanned sick leave.
  • Once entered, scheduled headcount, net staffing, and projected service level are all updated immediately.
  • The announcement's example: a 10% late-login rate drops projected service level from 90% to 85%.
  • Available in every AWS Region where Amazon Connect Customer agent scheduling is supported.
  • Especially useful for workforce managers who plan contact center staffing.

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