Set up forecasting, capacity planning, and scheduling in Amazon Connect - Amazon Connect

Set up forecasting, capacity planning, and scheduling in Amazon Connect

Tip

New user? Check out the Amazon Connect forecasting, capacity planning, and scheduling workshop. This online course is for Contact Center Administrators, Workforce Managers, Forecasters and Schedulers who are responsible for the forecasting and scheduling of agents.

Use these steps to set up forecasting, capacity planning, and scheduling.

  1. Enable forecasting, capacity planning, and scheduling in the Amazon Connect console.

    Note

    After enabling Forecasting, capacity planning, and scheduling, it may take up to 24 hours before the feature is available for use.

  2. Assign security profile permissions to the Amazon Connect users who will use this feature.

Use the following steps to start using forecasting, capacity planning, and scheduling.

  1. Set the forecast and scheduling interval

  2. Create forecast groups

  3. Create forecasts

  4. Create capacity planning scenarios

  5. Create staff rules