Posted August 1, 20222 yr Amazon Connect now enables contact center managers to view historical contact volumes and average handling time (AHT) in the forecasting UI. This new feature is part of Amazon Connect forecasting, capacity planning, and scheduling (preview) that helps contact center managers predict contact volumes and AHT, determine optimal staffing levels, and plan agent schedules to ensure they have the right agents at the right time. The ability to view historical contact volumes in the forecasting UI provides a quick way for contact center managers to identify any abnormality within forecasts and actuals. View the full article
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