Amazon Connect Customer now supports unplanned shrinkage in agent schedules

Amazon Connect Customer now enables managers to input unplanned shrinkage in agent schedules, providing a more accurate picture of staffing due to unscheduled agent absences such as late logins or unplanned sick leave. Managers can upload unplanned shrinkage assumptions directly into agent schedules and immediately see updated scheduling metrics such as scheduled headcount, net staffing, and projected service level — each adjusted for unplanned shrinkage. For example, if 10% of the agents scheduled to work at 8 AM next Monday are expected to be unavailable due to late logins, then projected se