Amazon Connect adds workforce management for Tasks and Emails

Amazon Connect now accounts for email and task durations alongside voice, unifying workforce management.

What changed

• Amazon Connect Customer Agent Scheduling now includes forecasting and scheduling for Tasks and Emails.
• The system accounts for channel-specific characteristics like concurrent work handling, duration (minutes to months), and service level requirements.
• This enables unified forecasting and scheduling across Voice, Chat, Tasks, and Emails within a single solution.

Why it matters

This is a significant step towards true omnichannel workforce optimization within Connect. Previously, managing agent capacity for asynchronous channels like email or tasks required separate tools or manual calculations, often leading to over- or under-staffing. By integrating these workloads, Connect can now provide a more accurate, holistic view of agent demand and availability. This should reduce operational overhead and improve adherence to service levels across all interaction types, not just synchronous voice and chat.

The catch

The honest version: While the announcement claims unified forecasting, it doesn't specify the granularity or accuracy of these new models for asynchronous channels. Watch out: The duration can range from