Configuring Workforce Management

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

Screen_Shot_2022-03-28_at_4.55.50_PM.png

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

 

Queues

Minimum Staffing

Event Types

Shift Templates

Break Rules

Agents

Ring Group Scoping

WFM Role Permissions 

Timelines

Special Days

 

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.


mceclip1.png

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.

 

Additional Resources

 

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. 

image3.png

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

image2.png

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

image1.png

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.

mceclip2.png

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.

Agent Status 

(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).

 

 

Shift Templates

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

mceclip3.png

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.

 

Additional Resources

 

Break Rules

Break rules define how agents’ breaks are scheduled within the shift.mceclip5.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 for defining each agents’ restrictions and characteristics. The configured settings will determine the agents’ schedules.mceclip6.png

 

mceclip7.png

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.

 

Additional Resources

 

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.

image1.png

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.

image3.png

 

image2.png

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



WFM Permissions

There are 4 different permissions with different levels of access.

image1.png

 

Permissions

Level of access

WFM feature

Configurations

Update

Unlocks the WFM “Configurations” page.

Forecast

View

Unlocks the WFM “Forecast” page and the “Insights” page.

Update

Same features as the “Forecast” page, plus “Forecast Editing” and “History Upload”.

Your  Schedule

View

Unlocks the “Your Forecast” page.

Team Schedule

View

Unlocks “Team Schedule” (view only). Adherence data is visible. Event details are shown.

Update

Same features as the “Team Schedule” View, plus: 

  • Editing events.
  • Managing Agent requests. 



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

 

Administrator:

By default, Administrators have all levels of access enabled. 

 

Supervisor:

By default, Supervisors have:

  • Configurations: No access.
  • Forecast: View.
  • My Schedule: View.
  • Team Schedule: View.

 

Agent:

By default, Agents have:

  • My Schedule: View.



Changing Permissions

It’s possible to change permissions for each role, including additional roles. Please refer to Defining and Editing Permissions for details.

 

Timelines

image1.png

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 (minimum. offset 0, maximum offset 99).
  • 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).

 

Additional Resources

 

Special days 

Holidays configured within Talkdesk will automatically appear in WFM. 

image1.png

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.

image2.png

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.

All Articles ""
Please sign in to submit a request.