As a Workforce Manager, your role is crucial in ensuring that the right number of agents are available at the right times to meet service level agreements and maintain operational efficiency. 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.

Manage Forecast Scenarios

Create and manage forecast scenarios to predict inbound volumes and staffing needs. Use historical data to prepare your team for peak times and unexpected surges. With multichannel support and granularity of 15 minutes, you can create short-term and mid-term forecast scenarios for your organization. Accurate forecasting helps optimize resource allocation and improve customer satisfaction. Learn more about managing Forecast Scenarios.

Manage Schedule Scenarios

Create and manage efficient Schedule Scenarios that align with your forecasts. Streamline your scheduling process with support for automated or manual scheduling, bulk overrides, and the ability to import external schedules. Schedule Scenarios also help you to identify and address overstaffing or understaffing issues, ensuring optimal efficiency. The "What If" analysis also allows you to evaluate different schedule scenarios for better decision-making. Learn more about managing Schedule Scenarios.

Shift Trade

Configure Shift Trades to allow agents to trade shifts to fit their needs. Agents can engage in open trades or direct trades, depending on their preferences. The system ensures that agent expertise is matched before approving a trade, maintaining service quality. Learn more about configuring Shift Trades.

Shift Change

The Shift Change feature allows agents to modify their Shifts or schedule. Agents can submit a Shift Change request to modify their schedule for a specific date by updating the Shift start time or adding, removing, or rearranging Activities within their existing Shift. This helps maintain accurate agent Adherence and allows Supervisors to manage such requests efficiently without manually updating each Shift.

Define and Monitor Slots

Set up and monitor time slots for various activities, such as breaks, training sessions, and meetings. Ensure these slots are well-defined and adhered to, preventing overlaps and ensuring smooth operations. Proper slot management helps in maintaining a balanced and productive work environment. Learn more about slot management.

Manage Time Off Policies

Create and manage policies for requesting and approving Time Offs. Ensure a fair and transparent process that balances agent needs with operational requirements. Clear time off policies help in avoiding conflicts and ensuring that there is always adequate coverage. Learn more about managing time off policies.

Manage Shift Trade Policies

Create and manage policies for Shift Trades between agents. Facilitate a smooth process that allows flexibility while maintaining coverage. Shift trade policies provide agents with the flexibility to manage their personal commitments without affecting service levels. Learn more about managing shift trade policies.

Manage Schedule Policies

Create and manage overall scheduling policies to create a structured and predictable work environment. Learn more about managing schedule policies.