As an Administrator, 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.

Manage Workloads and Staffing Presets

Set up and manage Workloads and Staffing Presets to ensure optimal resource allocation. With support for custom parameters, Workloads can be used to create Pre-trained Model or Runtime Model Forecast Scenarios. Use historical data and predictive analytics to create presets that align with business needs and service level agreements.

Manage Shifts and Activities

Create and manage Shifts and Activities to ensure a balanced and productive work environment. You can define activities such as training, meetings, and breaks and ensure they are scheduled appropriately. Shifts can have multiple start times with support for Shift Patterns.

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.

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