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Native forecasting and scheduling — Learn it in 5 minutes
About five minutes of reading
Native WFM is in the product. Third-party WFM is justified when you already live in that suite, not because Connect 'cannot schedule'.
Forecasting predicts volume and handle time and refreshes intraday every 15 minutes. Capacity planning turns that into people, using service level and shrinkage. Scheduling publishes shifts from skills, patterns, and rules. Adherence metrics exist after you publish.
The 4 August 2026 rename is forecasting and agent scheduling. Agents see shifts in the workspace. Time-off rules are not hours of operation.
- You need history before the forecast is trustworthy.
- Shrinkage is an input you own. The tool does not know your meetings.
- Published schedules are what adherence compares against.
- A queue with no staffable profile makes the forecast look 'wrong'.
Number on this page: Intraday 15 min. Forecast refresh
Sources and go deeper
- Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- Workforce management - Wikipedia Wikipedia. last checked 2026-10