Amazon Connect Customer now supports unplanned shrinkage in agent schedules

Amazon Connect Customer now enables managers to input unplanned shrinkage directly into agent schedules, providing a more accurate view of staffing due to unscheduled absences such as late logins or unplanned sick leave. Managers can upload unplanned shrinkage assumptions into schedules and immediately see updated metrics like scheduled headcount, net staffing, and projected service levels-all adjusted for shrinkage. For example, if 10% of agents scheduled for 8 AM next Monday are expected to be unavailable due to late logins, the projected service level drops from 90% to 85%. This helps workforce managers proactively address staffing gaps from unplanned absences, improving schedule accuracy and service level maintenance. The feature is available in all AWS Regions where Amazon Connect Customer agent scheduling is offered.

Why it matters

This update affects users managing customer engagement platforms. Amazon Connect Customer is designed to efficiently manage customer interactions and improve operational accuracy, and this change enhances staffing schedule precision.