Connect LabAmazon Connect study

Chapter

Forecasting, capacity, and schedules

Interval, forecast, hiring plan, then adherence

Set the 15- or 30-minute interval once. Publish a forecast before a schedule or a capacity plan. Adherence metrics follow a published schedule.

Forecasting, capacity, and schedulesFundamentalsWorkingAdvancedInterval, forecast, hiring plan, then adherence

Fundamentals

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What a forecast predicts, and the interval you cannot undo.

The forecast interval is a one-time choice

Scheduling and capacity planning both wait on a forecast, and the interval cannot be edited later.

Native forecasting and scheduling

Native WFM is in the product. Third-party WFM is justified when you already live in that suite, not because Connect 'cannot schedule'.

Working

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Short-term for scheduling. Long-term for capacity.

Publish the schedule before you talk about adherence

Adherence metrics appear after schedules are published.

Hiring plans and scheduling plans

A hiring plan and a scheduling plan do not read the same forecasts.

Advanced

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A second WFM tool listens to agent events. It is not a second copy of the native schedule.

Third-party WFM configuration and faults

The integration is the agent event stream plus a historical extract. If either is late, adherence is fiction.

Agent events are the live staffing truth

The real-time board is a view. The event stream is the feed other systems can trust.

Sources and go deeper

sources.json (wfm-interval) sources.json (eco-wfm) sources.json (wfm-schedule) sources.json (wfm-capacity) sources.json (eco-wfm-3p) sources.json (an-agents)