Amazon Connect adds forecasting and scheduling for Tasks and Emails
Amazon Connect now supports forecasting, capacity planning, and scheduling for Tasks and Emails, alongside existing Voice and Chat workloads. This enhancement allows for unified workforce optimization by accounting for the unique characteristics of each channel, such as concurrent handling and duration, enabling consistent service levels across all customer interactions. The feature is available in all AWS Regions where Connect agent scheduling is supported.
- →Unified workforce optimization for Voice, Chat, Tasks, and Emails
- →Channel-specific workload characteristics accounted for
- →Availability and further information
Features (1) ›
- Unified workforce optimization for Voice, Chat, Tasks, and Emails
Amazon Connect now integrates forecasting, capacity planning, and scheduling for Tasks and Emails into its existing capabilities for Voice and Chat. This allows for the creation of unified forecasts and schedules that account for all workloads, optimizing agent allocation across channels.
Enhancements (1) ›
- Channel-specific workload characteristics accounted for
The system now accounts for the unique traits of each channel, including concurrent work, varied durations (minutes to months), and specific service level requirements. This ensures that forecasts and schedules accurately reflect operational realities.
Notes (1) ›
- Availability and further information
This feature is now available in all AWS Regions where Amazon Connect agent scheduling is supported. More details can be found by referencing Amazon Connect Customer agent scheduling documentation.
https://aws.amazon.com/about-aws/whats-new/2026/07/amazon-connect-customer-agent-scheduling-tasks/