Amazon Connect now simplifies forecast editing with a new UI experience, enabling planners to make adjustments quickly and better respond to changing contact patterns. With this launch, users can select a forecast, make edits—such as increasing contact volume by a percentage or setting exact values—across specific date ranges, queues, and channels, preview and apply changes within the forecasting UI. For example, if there’s an upcoming marketing campaign expected to drive higher traffic, a planner can increase the short-term forecast by 15% for Tuesdays and Wednesdays between 12 PM and 2 PM for the next two weeks. With this feature, planners can simplify the process of managing forecast changes, improve planning accuracy, and respond faster to demand fluctuations.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more about agent scheduling, click here.
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Source: Amazon Web Services
