VoiceBootcamp Amazon Connect Training

Customer Forecasting, Capacity Planning & Scheduling

Learn how to turn customer-demand history into accurate forecasts, capacity decisions and workable agent schedules in Amazon Connect. This five-day instructor-led course connects WFM design with hands-on administration and real operational scenarios.

5 DaysLive instructor-led training
40 HoursTechnical instruction and labs
End to EndForecast through adherence
Request Course ScheduleView Five-Day Curriculum

Course outcomes

Move from historical demand to an operational workforce plan

Students learn the configuration steps and the planning logic behind them, including how assumptions affect service, staffing and employee schedules.

01

Prepare reliable data

Validate intervals, time zones, queue mappings, contact volume and average handle time before forecasting.

02

Create defensible forecasts

Generate, review, adjust, publish and measure short-term and long-term forecasts with a clear audit trail.

03

Plan workforce capacity

Model workload, service goals, shrinkage, occupancy, backlog, available FTE and hiring lead time.

04

Build workable schedules

Configure staff rules, activities, profiles, staffing groups and schedule-generation inputs.

05

Manage employee flexibility

Administer bidding, exchanges, rotations, leave, overtime and voluntary time off without losing coverage.

06

Control the day

Interpret adherence and staffing signals, diagnose forecast variance and select measured intraday actions.

Detailed curriculum

Five days from setup to intraday management

Select a day to review the technical topics and the practical lab completed during that module.

Day 1

WFM foundations, setup and data readiness

8 hours
  • Amazon Connect WFM architecture
  • Enable forecasting and scheduling
  • Security profiles and permissions
  • Planning horizons and intervals
  • Time-zone governance
  • Forecast-group design
  • Historical-data requirements
  • CSV import and data validation
  • Troubleshooting failed inputs
  • VoiceBootcamp queue-mapping scenario
Hands-on labEnable the capability, build forecast groups, map VoiceBootcamp queues and validate historical interval data.
Day 2

Customer forecasting and forecast governance

8 hours
  • Forecasting workflow and dependencies
  • Contact-volume and AHT forecasts
  • Short-term forecast generation
  • Long-term forecast generation
  • Forecast status and version control
  • Console-based forecast editing
  • CSV download and overrides
  • Publish and republish controls
  • WAPE, bias and interval accuracy
  • Event and campaign adjustments
Hands-on labCreate, adjust and publish VoiceBootcamp forecasts, then compare the original and adjusted results against actual demand.
Day 3

Capacity scenarios, projections and workforce plans

8 hours
  • Workload and productive hours
  • Service-level and response targets
  • Occupancy and concurrency
  • Planned and unplanned shrinkage
  • Available FTE and attrition
  • Baseline, growth and stress scenarios
  • Starting backlog projections
  • Hiring and scheduling plans
  • Capacity-gap interpretation
  • Plan publication and governance
Hands-on labModel three VoiceBootcamp capacity scenarios and produce a dated hiring, cross-training or overtime recommendation.
Day 4

Agent scheduling design and publication

8 hours
  • Scheduling dependencies
  • Individual and group staff rules
  • Shift activities and paid time
  • Activity adherence settings
  • Shift profiles and weekly templates
  • Staffing groups and demand mapping
  • Schedule generation and review
  • Coverage and fairness analysis
  • Manual edits and regeneration
  • Schedule publication and notifications
Hands-on labConfigure scheduling objects, generate a one-week schedule, investigate coverage gaps and publish the approved result.
Day 5

Flexibility, adherence and intraday control

8 hours
  • Shift bidding and allocation
  • Shift exchange and trade groups
  • Multi-skill exchange controls
  • Rotation patterns
  • Time-off balances and allowances
  • Overtime and VTO slots
  • Adherence thresholds and reports
  • Scheduling notifications
  • Intraday variance diagnosis
  • Recovery actions and capstone
Capstone labRespond to a VoiceBootcamp campaign surge and agent absence using adherence data, schedule changes, overtime and documented rollback criteria.

Planning workflow

See how every decision connects

The course follows the same sequence a workforce-management team uses to plan, publish and operate the contact center.

1

Prepare demand

Validate history, events, queues and time zones.

2

Forecast

Estimate future volume and handle time.

3

Plan capacity

Convert workload into workforce requirements.

4

Schedule

Place skilled agents into shifts and activities.

5

Operate

Monitor variance, adherence and recovery.

Included with training

A practical learning package for real WFM work

The course combines instructor explanation, complete procedures, calculation examples and repeatable exercises instead of treating the console as a collection of unrelated screens.

Detailed technical eBookFull Amazon Connect WFM reference organized around the five-day learning path.
Guided hands-on labsConfigure forecasts, plans, schedules, requests and adherence controls.
Worked calculationsPractice workload, shrinkage, backlog, WAPE, bias and variance analysis.
VoiceBootcamp capstoneConnect a course-launch demand event to capacity, schedules and intraday action.
Troubleshooting guideDiagnose data, permission, forecast, plan, schedule and adherence failures.
Completion certificateDocument successful participation in the instructor-led course.

Who should attend

Built for technical and operational WFM roles

  • Amazon Connect administrators
  • Workforce managers and WFM leads
  • Customer-demand forecasters
  • Capacity planners and schedulers
  • Contact-center operations managers
  • Amazon Connect solution architects

Why VoiceBootcamp

Learn from contact-center architecture and training experience

  • Training focused on implementation, operations and troubleshooting
  • Realistic enterprise contact-center scenarios
  • Instructor-led explanation of configuration and planning decisions
  • Hands-on exercises that connect WFM objects to business outcomes
  • Course material designed for continued reference after class
VoiceBootcamp • Amazon Connect Customer Forecasting, Capacity Planning and Scheduling Training