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Configuring Workforce Management

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Talkdesk Workforce Management™ (WFM) is configured in the "Configurations" section.

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Clicking on this section reveals a set of tabs, allowing the configuration of multiple features on WFM.

Queues

This page allows the configuration of the queues that are managed on WFM. Queues that are not configured will not be managed by WFM, i.e., no forecasting or scheduling will be performed, and they will only be visible on the queue configuration page.


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Setting Description
Service Level Goal Define the % of interactions to be answered within Service Level Time period.
Queues that have no defined Service Level goal are not managed by WFM.
Service Level Time Define the % of interactions to be answered within Service Level Time period.
Queues that have no defined Service Level goal are not managed by WFM.
Patience Period of time customers will wait for an answer before abandoning the interaction.
Shrinkage Percentage of scheduled staffing that will be lost to unplanned activities.
Concurrent Interaction Handling Specifies whether, for a particular queue, agents can handle multiple interactions simultaneously, e.g., email or chat interactions.
This setting is complemented by the definition of each Agent’s capacity on Agents configuration page.
Collect Live Metrics from Talkdesk Contact Center If enabled and Service Level Goal and Service Level time are defined, WFM will collect live metrics from Talkdesk Contact Center every 15m. For external queues, this setting should be disabled.

 

Minimum Staffing

Minimum Staffing sets coverage for a Queue, even if there is no forecasted volume for it. This option is often utilized for overnight queues or customers that need to always have Agents available. 

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Admins can set any queue to have a minimum number of Agents at the queue on Configurations [1] > Queues [2].

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Click the “Edit” icon [3] at the far right of the list, and then scroll down to find the “Queue options”.

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Tick the “Minimum staffing” box [4]. The number of Agents set in the “Min staffing” [4] field must be higher than “0”.

 

Event Types

Allows WFM resource planners and administrators to define the type of events to be managed on WFM.

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Setting  Description
Label Name of the event.
Description Description of the event.
Pay Status Indicator for whether an employee is paid for an event. Paid events are paid and, therefore, account for total shift length. Unpaid events are not paid and hence are not accounted for total shift length.
Usage Specifies how WFM will handle the event:
Shift - regular shift.
Break - break within a shift.
Meeting - meeting, involving 2 or more agents.
Time off - non-working time.
Color Define the color the events will have on the Agent and Team schedule.

 

Shift Templates

Allows WFM resource planners and administrators to define the type of shifts available for Agents.

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Setting  Description
Name Name of the shift template shown on Agents’ configuration page, to select the shift templates applicable to each agent.
Description Shift template description.
Team The team that the shift is applicable to.
Event Type Type of event related to the shift template. Only events with usage Shift are available for selection.
Start Times List of times the shifts can start. At least one start time must be configured.
Duration Duration of shift.

 

Break Rules

Break rules define how agents’ breaks are scheduled within the shift.wfm_configurations_4.png

Setting  Description
Name Name of the break rule. It is shown on the Agents’ configuration page, to select the breaks applicable to each agent.
Description Break rule description.
Team The team the break rule is applicable to.
Break Templates Define the break templates for each break rule. At least one template must be defined.
Setting Description
Shift Duration Specifies the shift duration the break template is applicable to.
Event Type Event type, selectable from the list of available event types.
Break Length Break duration, in minutes.
Relative To Indicates whether break start time is calculated from shift start or end time.
Start Times The times that the breaks start. Multiple start times allow agent breaks to be distributed in time.

 

Learn more here.

 

 

 

Agents

Agents’ configuration allows defining each agents’ restrictions and characteristics. The configured settings will determine the agents’ schedules.wfm_configurations_5.png

 

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Setting  Description
Agent Capacity Set the maximum number of simultaneous interactions the agent can handle. This setting will be applied to both Immediate and Deferred queues.
Weekly Min Hours Minimum hours the agent must be scheduled to work during the week. Regardless of the inbound volume, agents will always be scheduled to work the weekly minimum hours.
Weekly Max Hours Maximum hours the agent can be scheduled to work during the week. Regardless of the inbound volume, agents will not be scheduled to work more than weekly max hours.
Break Rules Select the break rules that are applicable to the agent.
Consistent Starting Times Specifies whether to apply a consistent start time for the agent.
Consistent Starting Time Tolerance If "Consistent starting times" is enabled for the agent, it specifies the allowed tolerance for the start time.
Consecutive Working Days Specify the minimum and maximum consecutive working days.
Consecutive Days Off Specify the minimum and maximum consecutive days off.
Shift Distribution Specify the shift templates the agent can work.
Setting Description
Shift Template Applicable shift template.
Days on Shift Days of the week the agent may work the shift template.

 

Ring Group Scoping

The roles of Resource Planners and Supervisors can be configured so that users with these roles can only access information relevant to the Workforce Management queues/ring groups that they manage. When this scope is activated:

  • Users with these roles will see only the "Forecast" for the queues they are assigned to.
  • The "Team Schedule" page will display only users from queues assigned to them.
  • The "Insights" page will only show data from the assigned queues. 
  • Requests from Agents will be scoped.

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To enable this feature, Admins must go to Admin [1] > Roles and Permissions [2], select the “Supervisor” or “Resource Planner” role and click the “More Actions” button, followed by Edit permissions

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Go to the "Reporting: Explore" tab and, under "Select scope", choose Ring Group [3] in the dropdown menu.

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