By allowing fine-grained interval-level planning, workforce managers gain visibility into fluctuations in call, chat, task, and email volumes throughout the day, such as predictable surges or lulls.
Incorporating interval-specific shrinkage and headcount data improves forecast accuracy, reducing over- and understaffing, which benefits service levels and operational efficiency. This functionality is deployed globally where agent scheduling is supported.
Source & further reading
Amazon Connect Customer now supports capacity planning in 15 or 30 minute intervals ↗Source published 2026-08-04. 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.