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Prepare reliable data
Validate intervals, time zones, queue mappings, contact volume and average handle time before forecasting.
VoiceBootcamp 5-Day Instructor-Led Course
Amazon Connect Workforce Management Training
Master customer forecasting, capacity planning, agent scheduling and workforce optimization in Amazon Connect. This five-day, hands-on VoiceBootcamp course guides you through the complete workforce management lifecycle using practical demonstrations, guided labs and contact-center scenarios.
5 DaysLive instructor-led training
40 HoursTechnical instruction and labs
End to EndForecasting through adherence
Amazon Connect course fee
$3,495 USD*
Your enrollment includes five days of live expert instruction, 100 hours of hands-on lab access, a two-year complimentary retake policy and five years of VoiceBootcamp Platinum eLearning access.
Triple Course Package upgrade
Add Only $1,000 and Get Two Additional Courses
This individual five-day course is $3,495 USD. Upgrade to the VoiceBootcamp Triple Course Package for $4,495 USD and select two additional eligible five-day instructor-led courses—15 total training days for only $1,000 more.
Three complete five-day courses
Flexible course schedules
Three years to attend
Five-year Platinum access
| Course | Course Date | Location | Individual Price | Register |
|---|---|---|---|---|
| Amazon Connect Training | 11-02-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | $3,495.00 | |
| Amazon Connect Training | 12-14-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | $3,495.00 | |
| Amazon Connect Training | 01-04-2027 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | $3,495.00 | |
| Amazon Connect Training | 02-08-2027 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | $3,495.00 | |
| Amazon Connect Training | 03-01-2027 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | $3,495.00 |
Course outcomes
Move from historical demand to an operational workforce plan
Students learn the Amazon Connect configuration steps and the planning logic behind them, including how assumptions affect customer service, staffing requirements and employee schedules.
Create defensible forecasts
Generate, review, adjust, publish and measure short-term and long-term forecasts with a clear audit trail.
Plan workforce capacity
Model workload, service objectives, shrinkage, occupancy, backlog, available FTE and hiring lead time.
Build workable schedules
Configure staff rules, activities, shift profiles, staffing groups and schedule-generation inputs.
Manage employee flexibility
Administer bidding, exchanges, rotations, leave, overtime and voluntary time off without losing coverage.
Control daily operations
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 its technical topics and the practical lab completed during that module.
Day 1
8 hoursWFM foundations, setup and data readiness
- 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
8 hoursCustomer forecasting and forecast governance
- 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
8 hoursCapacity scenarios, projections and workforce plans
- 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
8 hoursAgent scheduling design and publication
- 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
8 hoursFlexibility, adherence and intraday control
- 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 WFM decision connects
The course follows the same sequence a workforce-management team uses to plan, publish and operate the contact center.
Prepare demand
Validate history, events, queues and time zones.
Forecast
Estimate future volume and average handle time.
Plan capacity
Convert workload into workforce requirements.
Schedule
Place skilled agents into shifts and activities.
Operate
Monitor variance, adherence and recovery.
Included with training
A practical package for real WFM work
The course combines instructor explanation, complete procedures, calculation examples and repeatable exercises instead of treating the console as 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 through contact-center architecture and training experience
- Implementation, operations and troubleshooting focus
- Realistic enterprise contact-center scenarios
- Instructor explanation of configuration and planning decisions
- Hands-on exercises connecting WFM objects to business outcomes
- Course material designed for reference after class