Edit a forecast in Amazon Connect

Log in to the Amazon Connect admin website with an account that has security profile permissions for Analytics and Optimization, Forecasting - Edit.

For more information, see Assign permissions.

On the Amazon Connect navigation menu, select Analytics and optimization, Forecasting, and then choose the Forecast tab.

Choose the forecast to edit, and then choose Actions, Edit forecast.

The Edit forecast pane opens. It displays pre-filled values based on your selections from the currently selected forecast, as shown in the following image.

For example, the above image shows a long-term forecast selected with BasicQueue and the Voice and Chat channels. The Edit forecast pane is automatically populated with these selections.

You can further configure the date range, queues, channels, and metrics, depending on the type of operation you want to use for editing the forecast:

1. Date range:

   • For short-term forecasts, you can select a 31-day range for editing at a time. The changes are applied to each interval (either 15 minutes or 30 minutes, depending on your default settings) within the selected date range.

     You can also limit the edits to a specific time range by clearing All day and instead selecting a start and end time. This feature allows you to adjust the forecast for a specific time window.

     The following image shows the Data range section of the Edit forecast - Short term pane.

     

   • For long-term forecasts, you can select a date range of up to 64 weeks. Edits are applied at a daily granularity.

2. Queues and channels: You can choose All queues or search and add individual queues one by one. You also have the option of removing any selected queues. Similarly, you can select channels such as Voice or Chat as needed.

3. Metrics: Metrics allow you to apply specific operations to your selection based on the type of edit you want to make. You can apply these operations to either Contact volume, Average handle time, or both, depending on your needs.

   The following image shows the location of Metrics on the page, and the dropdown list of options.

   

   Choose from the following operation types:

   • Decrease by percentage: The percentage decrease is applied based on the distribution of the last computed forecast value across the selected time range intervals.

     For example, if you have 100 contacts in a 15-minute interval and apply a 10% decrease, the new value will be 90 contacts.

   • Increase by percentage: The percentage increase is applied based on the distribution of the last computed forecast value across the selected time range intervals.

     For example, if you have 100 contacts in a 15-minute interval and apply a 10% increase, the new value will be 110 contacts.

   • Decrease by value: The decrease is applied based on the distribution of the last computed values across the selected time range intervals.

     For example, if you're editing a long-term forecast spanning two days with intervals showing 40 contacts on day 1 and 60 contacts on day 2, and you want to decrease the value by 10, the decrease will be proportionally distributed across both days. For interval 1, the decrease would be 10 * (40 / (40+60)) = 4, resulting in a final value of 36. Similarly for interval 2, the final value would be 54.

   • Increase by value: The increase is applied based on the distribution of the last computed values across the selected time range intervals, similar to the decrease by value operation.

     For example, Interval 1 will increase to 44, and Interval 2 will increase to 66.

   • Set by value: The selected value is applied based on the distribution of contact volume or average handle time across intervals, similar to the decrease by value operation.

     For example, in this case, Interval 1 will be set to 4, and Interval 2 will be set to 6.

     Note

     Any operation resulting in a value of less than 0 will automatically set the value to 0.

After you've made your selection, choose Preview to view the changes on your screen, as shown in the following image

Choose Save to apply your changes. Your edits are reflected as overrides. You can make edits as many times as needed.

The following image shows an example of edits saved to the UAT-FG forecast.

Review Important things to know about using CSV upload to edit forecasts if you have not yet already done so.

On the Forecasts page, choose the forecast you want to edit, and then choose Actions, Edit forecast.

In the Edit forecast pane, choose the Upload CSV tab.

Choose Download the .csv template for override data.

If you need to make changes later on to the same forecast, you must download the last uploaded file, make your changes, and then upload the file. Amazon Connect retains only the last uploaded file.

Add override data, and then choose Upload CSV to upload it. Choose Save to confirm forecast override.

On the Forecasts page, choose the forecast you want to change, and then choose Actions, Remove forecast edits.

In the Remove forecast pane, select a date range, queues, channels, and metrics (Contact volume and Average handle time) from which to remove your edits.

The following image shows an example Remove forecasts pane. Edits made between 2025/06/06 and 2026/08/30 for all queues, for the voice and chat channels, and for only the Contact volume metric will be removed.

Choose Remove to apply the changes.