In August 2026, Amazon Connect Customer added the ability for workforce managers to include unplanned shrinkage—such as unscheduled sick leave or late logins—directly into agent schedules. By adjusting metrics like scheduled headcount and projected service levels to account for unplanned absences, the system provides a more precise picture of actual staffing capacity.
This feature allows proactive management of potential workforce gaps to maintain target service levels. It is available across all AWS Regions where Amazon Connect Customer’s agent scheduling is offered, supporting real-time planning and operational efficiency improvements within contact center environments.
Source & further reading
Amazon Connect Customer now supports unplanned shrinkage in agent schedules ↗Source published 2026-08-26. 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.