Contact centres usually experience high attrition rates as agents are forced to work in the shifts that are often not suited to them since they are bound to follow supervisor determined schedules. Sprinklr's WFM solution makes scheduling for businesses simpler by giving agents the voice to define their schedules as much as possible.

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Our WFM solution aims at providing agents to select and bid for their favourite shifts based on their availability, work preferences and assign shifts basis the ranking criteria.

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In the Sprinklr WFM platform, for a supervisor to create a shift bid:

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Step 1: Navigate to Shift Bidding page on the Sprinklr Workforce Planner persons on the Sprinklr service launchpad.

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Step 2: Click on “Create Bid” icon on top right. This leads to the “Create Shift Bid” page. Fill in the following details:

Shift Bidding Name – Enter a Shift Bidding Name
Description – Optionally, provide a brief description about the dates of the bidding process.

Time-zone – enter the Timezone for which the Bidding Process is to be initialized.
Tags – User can optionally specify some tags.

Staffing Report – Select a released Staffing report from the dropdown menu.

Schedule Date Range – Schedule date range can be selected as subset of Staffing Report’s date range.

Bidding Date Range – Bidding Date Range can be selected as one week prior to the schedule date range.

Preview Date Range – Preview Date Range can be selected as one week prior to the Bidding Date Range.
Reminder – Supervisor can add multiple reminders for agents with a heading and a reminder message and custom schedule it days prior to end date.

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Step 3: Click on “Next” button on the bottom right. This leads to the Shift Pattern Creation page. Supervisors can select the Hours per shift from the dropdown menu basis the active shifts in Shift and Activity Module as per the Timezone of Shifts and that selected in the 1st page of Shift Bidding. They also require creating Shift Patterns by filling the following information:

Pattern Name – Enter the Shift Pattern Name

Shifts for all Days – Provide the Shift Details from Active Shifts from the Builder for each day of the week which will repeat after a specific duration or provide Agent with weekly Day off. Supervisor can create multiple shift patterns within a shift bidding process to provide a variety of choices to agents to choose from.

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Step 4: Click on “Next” button on the bottom right. This leads to the Agent Criteria page. Supervisors can select the Users and/or User Groups who can take part in Shift Bidding Process. They can specify Agent Conditions based on Reporting Manager, Skills, Work Queues, Channel Types, etc. They can also define a ranking criterion based on several performance metrics along with specified weightage. The Weightages of all metrics must add up to exactly 100%.

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Step 5: Click on “Save” on the bottom right side to save it. The Shift Bidding comes into the record screen in disabled state which can be manually switched on using the toggle button beside the name.

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Once a supervisor creates a shift bid, the agents can submit their preferred shift hierarchy and based on the above mentioned criterias and shceduling constrainsts fed into the AI model, the shift bidding system sitributes the shifts to agents as a part of their schedule in the most accurate and efficient manner.

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