Publish the schedule before you talk about adherence

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

Picture from this room.

1. Forecast. Short-term, for scheduling.
2. Publish. Make it the one schedulers use.
3. Schedule. Day-to-day shifts.
4. Adhere. Only after publish.

What usually goes wrong: Judging adherence against a schedule that was never published.

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.

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

Judging adherence against a schedule that was never published.

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

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.