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Publish the schedule before you talk about adherence — Learn it in 5 minutes
About five minutes of reading
Adherence metrics appear after schedules are published.
The forecasting and scheduling overview describes forecasting, scheduling, schedule adherence, and capacity planning. Scheduling builds agent schedules for day-to-day work. Adherence metrics are available after the agent schedules are published.
The forecasting page says you cannot build a schedule or a capacity plan until a corresponding forecast exists. Publish the short-term forecast when schedulers should use it. That page shows when a forecast was last updated and when it was published.
- Forecasts update on their own. Publishing is the step that hands one to schedulers.
- Short-term forecasts feed scheduling, up to 18 weeks ahead.
- Long-term forecasts feed capacity planning, up to 64 weeks ahead.
- The overview names administrator, forecaster, scheduler, capacity planner, and agent as the people in the workflow.
Number on this page: Adherence Published. Metrics exist after schedules are published
Sources and go deeper
- Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- Forecasting in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- Capacity planning in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10