Talkdesk Workforce Management™ (WFM) is configured in the "Configurations" section.
Clicking on this section reveals a set of tabs, allowing the configuration of multiple features on WFM.
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.
|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.|
DCE Live Metrics
You can add Talkdesk Digital Customer Engagement (DCE) data to WFM. The configured Channels are automatically added to WFM as new queues if they have any volume during the 7 prior days. Each queue’s name is comprised of the name of its ring group and channel. When configured for the first time, WFM will import all historical data and then will update it with live metrics, every 15 minutes.
Configuring DCE queues on WFM
The configuration for DCE queues on WFM is similar to a voice queue, only a new field is added:
- The “Default average handle time”.
This field represents the duration default average of the duration of an entire customer contact that is to be used when real values aren’t available.
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.
Admins can set any queue to have a minimum number of Agents at the queue on Configurations  > Queues .
Click the “Edit” icon  at the far right of the list, and then scroll down to find the “Queue options”.
Tick the “Minimum staffing” box . The number of Agents set in the “Min staffing”  field must be higher than “0”.
Allows WFM resource planners and administrators to define the type of events to be managed on WFM.
|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.|
(mapping event type with agent statuses to track schedule adherence)
For each event type that should be considered for the adherence calculation, please select the corresponding agent status(es).
|Color||Define the color the events will have on the Agent and Team schedule.|
To configure schedule adherence, go to Configurations. On the “Event Types” page, event types can be mapped to the corresponding agent status. This allows WFM to:
- Compare the expected agent status with the actual agent status.
- Calculate schedule adherence for each agent.
Note: The “Agent status” option lists all the configured custom statuses defined on the Agent Workflow (Admin > Preferences). For each event type that should be considered for the adherence calculation, please select the corresponding agent status(es).
Allows WFM resource planners and administrators to define the type of shifts available for Agents.
|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 define how agents’ breaks are scheduled within the shift.
|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.|
|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.|
Teams’ configuration allows defining if teams have business hours enabled. If enabled, no agents will be scheduled outside account business hours. If disabled, agents will be considered as part of a 24-hour available team and scheduled accordingly.
Agents’ configuration allows for defining each agents’ restrictions and characteristics. The configured settings will determine the agents’ schedules.
|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.|
|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.
To enable this feature, Admins must go to Admin  > Roles and Permissions , select the “Supervisor” or “Resource Planner” role and click the “More Actions”(...) button, followed by Edit permissions.
Go to the "Reporting: Explore" tab and, under "Select scope", choose Ring Group  in the dropdown menu.
WFM Role Permissions
WFM provides specific permissions to enhance usability with better security for users. As such, it’s possible to make sure that each role only has the permissions they need to perform their job.
WFM Default Roles
By default, Talkdesk has three roles: Agent, Administrator, and Supervisor. It’s also possible to add additional roles. To know more about how to add roles, see Roles and Permissions.
There are 4 different permissions with different levels of access.
Level of access
Unlocks the WFM “Configurations” page.
Unlocks the WFM “Forecast” page and the “Insights” page.
Same features as the “Forecast” page, plus “Forecast Editing” and “History Upload”.
Unlocks the “Your Forecast” page.
Unlocks “Team Schedule” (view only). Adherence data is visible. Event details are shown.
Same features as the “Team Schedule” View, plus:
It is also possible to restrict some permissions to a ring group. By doing so, only data from the Agent’s queues will be displayed (such as forecast, team schedule, or requests).
Default Permissions by Role
By default, Administrators have all levels of access enabled.
By default, Supervisors have:
- Configurations: No access.
- Forecast: View.
- My Schedule: View.
- Team Schedule: View.
By default, Agents have:
- My Schedule: View.
It’s possible to change permissions for each role, including additional roles. Please refer to Defining and Editing Permissions for details.
Here, administrators can manage the requests’ preferences.
It is possible to enable/disable the use of call-out sick requests as well as configure its parameters:
- “Event Type” is the time off event type to use for the requests by default, whenever an agent places a call-out sick request. Supervisors or Resource Planners can later change the event type of a request before approval.
- “Maximum days per request” is the maximum number of days an agent can ask per call-out request. After this period, the agent needs to call out sick again or request time off.
Administrators can also change settings to determine various behaviors related to scheduling and presentation. All the changes in the “Timelines settings” section will only take effect after the nightly run.
- “Week Start Day” defines the start day of the business week.
- “Forecast Offset” determines the start of the forecast window from the current date (in weeks).
- “Forecast Duration” sets the length of the forecast window (in weeks).
- “Schedule Offset” marks the start of the schedule window from the current date (in weeks).
- “Schedule Duration” defines the length of the schedule window (in weeks).
- “Release Offset” sets the start of the release window from the current date (in weeks).
- “Release Duration” marks the length of the release window (in weeks).
The default, minimum and maximum values of Timelines (all values are defined in weeks):
- Forecast Offset: 6.
- Forecast Duration: 47 (minimum 1, maximum 53).
- Schedule Offset: 6.
- Schedule Duration: 6 (minimum 1, maximum 6).
Release Offset: 0 (This setting is now disabled as an option to configure as this value should be set to 0 so that agents can see calendar changes as soon as they are made).
- Release Duration: 6 (minimum 1, maximum 16).
Today is week X (start day of the week), my Forecast offset is 1 week and my Forecast Duration is 4. In this example, WFM will generate a forecast for the next week and the following 3. (x+1, x+2, x+3 and x+4).
At the same time, my Schedule Offset is 1, and my Schedule Duration is 3. WFM will create schedules for the next and for the following 2 weeks. (x+1, x+2, x+3).
We also need to consider the Schedule Offset, as well as the Release Offset. Considering the case above and an Offset of 2 weeks and the Release Duration of 2 weeks as well: WFM will release schedules in two weeks for the total duration of two weeks. (x+2 and x+3).
Holidays configured within Talkdesk will automatically appear in WFM.
Within WFM, you can associate the Talkdesk vacations with public holidays and events, so forecasting can find past instances for more accurate predictions. Administrators can define what queues can be associated with specific special days.
On the Special days tab, you will find all the Talkdesk vacations listed. You will need to add extra information, so that vacations can be counted for the forecast.
- Edit the holiday you wish the forecast to have in consideration.
- Select the country where a holiday is applicable.
WFM will then automatically search for the corresponding holiday in the selected country. If the holiday was found, it will also automatically display this event’s next occurrence.
Finally, select the queues that are impacted by this date and save your configurations.