The Workforce Management feature enables you to forecast agent staffing levels based on historical data or presumed work volume. Based on the forecast, you can create shift calendars and assign specific shifts to agents. You can then publish the shift schedule and make it available to the agents and other managers. Using the Workforce Management feature, you can create and manage agent work schedules, mass assign shifts, generate shift assignment and create shift reports.
To access the Workforce Manager window,on the WFO tab of the LVP, click Workforce Management:
The following items are described in this section:
Creating Agent Schedules - Scheduling shifts for agents is essential to run an efficient call center. Use this screen to create agent shifts, generate shift reports, and forecast future workload for staffing related decisions.
Monitoring Agent Schedules - Monitor the schedule adherence of the agents for a single day or multiple days. Modify the filter criteria based on the data you want to view. You can find information like Adherence %, Occupancy %, Utilization %, and Conformance % for the agents for a selected time duration.
Using the Schedule Performance Report - Use the Schedule Performance Report to generate a report based on the call volume data for a specific time and date range. Information such as active time, wrap time, wait time, occupancy %, service level %, etc. can be obtained using this report.
