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Amazon Connect adds granular capacity planning intervals

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feature

Amazon Connect now supports capacity planning in 15 or 30-minute intervals, offering workforce planners more granular insights into staffing needs across multiple channels. This feature allows for precise alignment of agent capacity with fluctuating daily demand, using interval-level shrinkage and headcount assumptions for improved accuracy. The enhancement helps reduce over- and under-staffing, boosting service levels and operational efficiency for users of Amazon Connect agent scheduling.

  • →Support for 15 or 30-minute capacity planning intervals
  • →Improved staffing accuracy and efficiency
  • →Availability
Features (1) ›
  • Support for 15 or 30-minute capacity planning intervals

    Amazon Connect now allows capacity plans to be generated at 15-minute or 30-minute intervals for Voice, Chat, Task, and Email channels. This provides visibility into more granular staffing requirements and captures shifts in demand throughout the day. Users can also input shrinkage assumptions and available headcount at the interval level for more accurate planning.

Enhancements (1) ›
  • Improved staffing accuracy and efficiency

    The new interval-level planning capabilities enable precise alignment of agent capacity with demand as it changes throughout the day. This leads to reductions in over- and under-staffing, ultimately improving service levels and operational efficiency.

Notes (1) ›
  • Availability

    This feature is available in all AWS Regions where Amazon Connect agent scheduling is supported.

Read the original announcement →

https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-customer-interval-capacity-plan

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