​The Workforce Management (WFM) process is an amalgamation of forecasting, anomaly detection, staffing, reporting, scheduling, alerts and notifications, employee leave management, etc. Thus, making it a complete suite for managing contact centers.

Sprinklr’s Workforce Management helps WFM planners and supervisors to accurately forecast the case volumes (voice, digital, social) in a contact center, plan for staffing needs, and subsequently schedule the staff to bring maximum efficiency & productivity to their contact center operations.

Use cases of Workforce Management

Improved Agent Adherence

Help supervisors and agents to manage adherence to scheduled work.

Improve Employee Utilization

Optimize planning and resource utilization through accurate omnichannel forecasting & scheduling.

Reduce Costs

Reduce manual workforce scheduling activities by decreasing the time and costs associated with manual WFM efforts through the automatic updates of data, scheduling shifts, etc.

Optimizing employee occupancy reduces overtime and, therefore, overtime costs.

Reduced Employee Attrition

Empower agents with more control over their schedules by extending mobility and easy-to-use web-based tools.

Personas

Agent

Handle a variety of inbound calls, emails, chats, etc.

View schedule.

Supervisor

Supervise one or many teams in the contact center.

Schedule meetings and take action when required to maintain defined service goals.

Resource Planner

Plan the contact center staffing to ensure proper staffing and attain the desired service goals.

Adjust forecasts, manage agents' schedules, and approve/deny agents' requests.

Permissions

To make sure that supervisors and agents in your Sprinklr environment are set up with the appropriate access to the Workforce Management module, you need to ensure that their role is granted the right permissions.

For more information, see Add a Role.

Workflow

The following flowchart explains how the WFM modules function & how are they inter-connected.