Sprinklr's WFM with the help of its proprietary AI solution helps predict forecast accurately, generate optimal capacity plans to guage the staffing requirements and build schedules for a company's employees using the staffing report. It also is embedded with an effective leave management system that helps employee raise leave requests and the historical and real-time adhernece tracking help monitor the adherence of the employees to their schedules to ensure complete control and transparency in the organization.

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The personas that are involved in the Sprinklr's WFM solution are:

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The workforce planner: Plans the contact centre staffing to ensure proper staffing and attain the desired service goals. Adjust forecasts, manages agents' schedules, approves, or denies agents' requests.

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The supervisor: Supervises one or many teams on the contact centre. Schedules meetings, monitor intraday and acts when required to maintain defined service goals.

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The agent: Handles a variety of inbound calls, emails, chat, etc. and is able to view and adhere to the work schedules.

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The key features of the Sprinklr's WFM modules are listed below:

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For Workforce Planner/ Supervisor:

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• Forecasting

• Capacity Planning/ Staffing

• Scheduling

• Leave Management

• WFM Configurations: Shift and Activity Builder,
  Workload Setup

• Shift bidding

• Reporting Dashboards (Historical and Real-time)

For Agent:

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• My Schedule Page

Read more about the functionality of each module in-depth by clicking on the respective feature.

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Sprinklr's workforce management architecture:

Workflow: