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Checking Forecast, Capacity, and Scheduling

The Forecast, Capacity, and Scheduling page shows today's expected demand and whether the roster covers it. It appears for instances with Amazon Connect Forecasting, Capacity Planning & Scheduling (FCS) data, which refreshes via Athena (the footer shows when the forecast was last updated).

Before You Begin

  • An Amazon Connect instance must be selected in the Instance selector
  • The instance must have the Forecasting, Capacity Planning & Scheduling (FCS) add-on licensed and its data pipeline connected — the page appears in the sidebar only for these instances
  • A forecast must exist for your filter selection; sections show No forecast available for this selection. until one does

Limits and Constraints

  • The page appears only for instances with the Connect Forecasting, Capacity Planning & Scheduling (FCS) add-on and its data pipeline
  • Forecast data refreshes via Athena on a delay — check the "Last updated" footer rather than treating figures as live
  • Available Agents and Scheduled vs Available show awaiting time-off data until time-off data is connected
  • Charts cover a rolling 12-hour window and the next 5 days; the coverage heat-map requires a forecast for the current filter selection
  • The page is read-only — schedule changes are made in Amazon Connect FCS (use the View in Connect FCS link)

Step-by-Step Instructions

Reading the Page

  • Capacity Planning — KPI tiles for Forecasted Agents (peak interval demand), Scheduled Agents (rostered for the shift), Forecast vs Scheduled (overstaffed or understaffed), Volume Forecast (projected contacts today), Occupancy, Available Agents, and Scheduled vs Available. The last two show awaiting time-off data until time-off data is available. A warning banner lists understaffed windows (for example 9:00 AM–7:15 PM (-30)) with a View in Connect FCS link.
  • Volume Forecast — A rolling 12-hour contact volume chart and a next 5-day contact volume chart.
  • Agent Forecast — A rolling 12-hour comparison of Agents Forecasted vs Agents Scheduled, plus a coverage heat-map.
  • Filters — + Filter (Forecast Group / Queue / Staffing), a Timezone dropdown, and an Agent search box.

Scoping the Forecast

  1. In the Filters panel, click + Filter under Forecast Group / Queue / Staffing.
  2. Choose a dimension and select one or more values. The KPI tiles and charts recalculate for your selection.
  3. To reset, click Clear Filters at the top of the panel.

Focusing on a Single Agent

  1. In the Filters panel's Agent box, type an agent's name.
  2. Select the agent to scope the coverage view to their schedule.

Reviewing Understaffed Windows

  1. Check the warning banner above the KPI tiles — it lists each understaffed window with its time range and shortfall (for example 9:00 AM–7:15 PM (-30)).
  2. To adjust schedules, click View in Connect FCS. Scheduling changes are made in Amazon Connect FCS, not in CxPortal.

Changing the Timezone

In the Filters panel's Timezone dropdown, choose a timezone. Charts and time ranges display in the selected timezone.

Checking Data Freshness

The page footer shows when the forecast was last updated. Treat figures as periodically refreshed, not live.