Amazon Connect Customer expanded its forecasting and scheduling capabilities to include Tasks and Emails workloads, combining these with Voice and Chat channels. This enables unified capacity planning and workforce scheduling that reflect diverse channel characteristics like concurrency and service levels.
With this update, organizations can optimize agent allocation across all interaction types, improving operational efficiency and ensuring consistent service quality. The feature is available in all regions supporting Connect Customer scheduling. Independent evaluations of accuracy and impact have not been documented.
Source & further reading
Amazon Connect Customer now supports forecasting, planning, and scheduling for Tasks and Emails ↗Source published 2026-07-08. 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.