Connect LabAmazon Connect study

Ecosystem

Native forecasting and scheduling

Learn it in 5 minutes

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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

Visual

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Native forecasting and scheduling
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. History. Clean AHT.
  2. Forecast. Volume.
  3. Schedule. Publish it.
  4. Adhere. Only after publish.

What usually goes wrong: Buying a second WFM and also turning on native scheduling for the same team.

Quiz

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Question 1

Which term matches this description? How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.

Show the cited answer

How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events. The term is Schedule adherence.

Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? The WAV Connect writes when recording is on. Third-party QM tools often import this object plus the CTR.

Show the cited answer

The WAV Connect writes when recording is on. Third-party QM tools often import this object plus the CTR. The term is S3 recording object.

Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Start media streaming Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.
  • Screen recording Records the agent desktop. On the Basic price list it is 0.006 USD per minute.
  • Forecasting and agent scheduling The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.
  • Schedule adherence How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.

Mind map

Open the Ecosystem mind map

Sister technologies

Connect answers the contact. Workforce, quality, emergency location, and the system of record sit beside it, and they only stay honest if they share ContactId.

Config and troubleshooting

Buying a second WFM and also turning on native scheduling for the same team.

Adherence needs agent events, not a person refreshing a report. ResourceType AGENT_EVENTS and StorageType KINESIS_STREAM is the hook. A second consumer should read the stream, not a second delivery on the instance.

InstanceStorageConfig

CloudFormation study snippet
Resources:
  AgentEvents:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: AGENT_EVENTS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt AgentStream.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json