Data requirements for forecasting

Amazon Connect generates forecasts using a machine-learning model tailored for contact center operations. It requires a sufficient amount of recent contact data to ensure the model is trained with relevant data and is able to generate high-quality forecasts.

Important things to know

• Amazon Connect generates forecasts using historical data for all queues included in all forecast groups.

• Amazon Connect performs a data sufficiency check (is there enough data) based on the aggregation of all queues included in all forecast groups.

  • At least 2,000 monthly contacts in the past six months are required to successfully generate a forecast.

    • Amazon Connect does not require 2,000 monthly contacts for every queue. At least one forecast group should have more than 2,000 contacts per month for the last 6 months.

  • While Amazon Connect can generate forecasts with six months of data, we recommend 12 months of recent contact data to ensure contact patterns (for example, seasonality) are properly captured.

• Additional data requirements for each queue.

  • For any gaps of more than 3 days in the data, there must be data for the same number of days before or after the gap. For example, if there was a gap of 10 days in the data, then there must be data for 10 days either before or after this gap.

  • Short-term forecasts require at least one data point older than 7 days from the forecast start date. For example, for a forecast with a start date of April 1st, 2024, each queue must have at least one data point prior to March 24th, 2024.

  • Long-term forecasts require at least one data point older than 13 weeks from the forecast start date. For example, for a forecast with a start date of April 1st, 2024, each queue must have at least one data point prior to January 1st, 2024.

Do I have a sufficient amount of recent contact data?

• If you have been using Amazon Connect for more than 12 months, you do not need to provide any additional data.

• If you have been using Amazon Connect for more than six months but less than 12, we recommend providing additional historical data. You can import historical data from a source that is external to Amazon Connect. For instructions, see Import historical data.

• If you have been using Amazon Connect for less than six months, make sure it has at least six months of data. Otherwise, forecasting will fail.

For instructions about how to import more data, see Import historical data.