Amazon Connect Customer now supports forecasting, capacity planning, and scheduling for Tasks and Emails, enabling you to plan and optimize your workforce across all workloads (Voice, Chat, Tasks, Emails). Connect Customer accounts for the unique characteristics of each channel, including concurrent work handling, duration of work from minutes to months, and distinct service level requirements, so your forecasts and schedules reflect how your operation actually runs. For example, if your agents handle email inquiries or tasks such as case processing alongside voice calls, you can now generate
Source: AWS What's New — read the full report at the original publisher.