Amazon Connect Customer adds support for unplanned shrinkage in agent schedules

Amazon Connect Customer now enables managers to input unplanned shrinkage directly into agent schedules. This enhancement provides a more accurate picture of staffing by accounting for unscheduled agent absences like late logins or sick leave. Workforce managers can immediately see updated scheduling metrics, including headcount and service level, adjusted for these assumptions. This allows for proactive addressing of staffing gaps, improving scheduling accuracy and ensuring target service levels are maintained, and is available in all regions where Connect agent scheduling is offered.