Streamlining Workforce Management: Amazon Connect Introduces Intuitive Forecast Editing UI
Seattle, WA – July 25, 2025 – Amazon Web Services (AWS) today announced the launch of an intuitive new Forecast Editing User Interface (UI) for Amazon Connect, its cloud-based contact center service. This significant enhancement empowers contact center managers and planners with greater control and flexibility to fine-tune workforce forecasts, ultimately leading to improved staffing accuracy and enhanced customer service operations.
Previously, modifying workforce forecasts within Amazon Connect often involved a more manual or data-driven approach. Recognizing the critical need for a more accessible and user-friendly method, AWS has developed this dedicated UI to simplify the process of adjusting forecasts based on evolving business needs and real-time insights.
The new Forecast Editing UI allows users to directly interact with their forecast data, enabling them to make precise adjustments to predicted contact volumes and associate them with specific date ranges, time intervals, and even skill groups. This granular level of control is invaluable for contact centers that experience dynamic shifts in customer demand due to marketing campaigns, seasonal trends, or unexpected events.
Key benefits and features of the new Forecast Editing UI include:
- Visual and Interactive Forecasting: The interface provides a clear, visual representation of historical and projected contact volumes. Users can easily identify trends and anomalies, making it simpler to understand the basis of the forecast.
- Direct Editing Capabilities: Managers can now directly input or modify forecast values for specific periods without needing to rely on complex data manipulation. This streamlines the adjustment process and reduces the potential for errors.
- Granular Control: The ability to edit forecasts at the skill group level ensures that staffing plans are precisely aligned with the anticipated demand for each specific service or expertise within the contact center.
- Efficient Adjustment of Time Intervals: Users can efficiently adjust forecasts for daily, hourly, or even sub-hourly periods, allowing for highly accurate staffing at even the busiest times.
- Comparison and Scenario Planning: The UI is designed to facilitate comparisons between different forecast scenarios, empowering planners to test the impact of potential adjustments before committing to them.
- Integration with Existing Workflows: The new UI seamlessly integrates with Amazon Connect’s existing workforce management capabilities, ensuring a cohesive and efficient experience for users.
“We are thrilled to introduce the Forecast Editing UI, a feature that has been highly requested by our customers,” said [Insert Name and Title of AWS Spokesperson, if available, otherwise omit or use a general statement like “a spokesperson for Amazon Connect”]. “Effective workforce management is paramount to delivering exceptional customer experiences. By providing a more intuitive and powerful tool for forecast editing, we are enabling our customers to better anticipate demand, optimize staffing levels, and ultimately improve agent productivity and customer satisfaction.”
This enhancement underscores Amazon Connect’s commitment to continuous innovation in the contact center space. By equipping contact centers with more sophisticated and user-friendly tools, AWS aims to empower businesses to adapt to the ever-changing landscape of customer expectations and operational demands. The Forecast Editing UI is expected to be a valuable asset for contact centers of all sizes seeking to elevate their workforce planning and operational efficiency.
Amazon Connect launches forecast editing UI
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