Users can now access interval-level metrics, such as forecasted and scheduled headcount and projected service levels, broken down by demand segments or business units. This granular data supports improved staffing decisions and operational efficiency.
By integrating scheduling metrics into data lakes compatible with BI tools like Amazon QuickSight, organizations can automate schedule reviews and detect over- or under-staffing scenarios, enhancing productivity for supervisors and schedulers. The feature is broadly available in all Amazon Connect supported regions.
Source & further reading
Amazon Connect now provides agent scheduling metrics in data lake ↗Source published 2026-01-15. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.