Amazon Connect Customer expanded the maximum number of agents per schedule to 5,000, facilitating larger business units or teams with shared agents. Updates also increased staffing group and forecast group limits, enabling more accurate and consolidated scheduling.
Previously, organizations had to divide schedules to manage scale, increasing complexity. This enhancement reduces operational overhead by enabling unified schedules and improved schedule optimization, available across all AWS regions for Amazon Connect Customer agent scheduling.
Source & further reading
Amazon Connect Customer now supports up to 5,000 agents per schedule ↗Source published 2026-06-01. 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.