As a Supervisor, your role is vital in ensuring the smooth operation and management of the workforce. This guide provides an overview of the key tasks you'll be managing.

Agent Preferences

The Agent Preference feature allows supervisors to define preference windows, apply constraints, and enable agents to submit their preferences within a controlled timeframe. This structured approach enhances scheduling accuracy, reduces manual effort, and promotes fair and balanced shift allocation.

Monitor and Rectify Adherence

Track real-time adherence (RTA) to schedules and identify any deviations from the planned schedule, such as late arrivals or extended breaks. Maintaining adherence is essential for meeting service level agreements (SLA) and ensuring operational efficiency. Learn more about monitoring and rectifying adherence.

Review Requests and Update Balances

Review and approve various requests from agents, such as time off, shift trades, and schedule changes. Keep track of and update balances for agent entitlements, such as leave balances, overtime, and compensatory time. Ensuring prompt and fair handling of requests, along with accurate balance management, maintains operational efficiency and agent satisfaction. Learn more about reviewing requests and updating balances.

Manage Request Dashboards

Request Dashboards provide administrators and agents with streamlined access to various types of requests, including Time Off, Shift Trade, and Shift Bid requests. Administrators can configure custom Request Dashboards to review and manage requests through approval and rejection workflows. Using the My Requests dashboard, agents can initiate, track, and manage their requests within the system.

Manage Workforce Manager Persona App

The Workforce Manager Persona App is the go-to place for administrators and workforce managers. It is one of the first configurations that administrators need to configure to access the Workforce Management platform on the Sprinklr Service launchpad. The Workforce Manager Persona App can be configured according to your requirements using the Sprinklr’s Persona App Manager. Learn more about managing Workforce Manager Persona App.