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WFM for Resource Planners

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Managing Agents’ Requests

Agent Requests is utilized to manage all agent requests to make changes to their schedules in one location. We have created a method that will allow any request from an agent to be filtered and managed within WFM itself to eliminate the need for tracking these requests in outside systems.

Go to the "Team Schedule" page, from here there are two places to access the request.
In this example, you can see there is a new request that has not been seen, as indicated by the "Request" icon at the top of the page.
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Selecting a request from this list or selecting the full request list will open up the full window of requests that have been made. From here you can approve or deny the request. Once the status has changed from "Pending" to either "Approved" or "Denied", a notification of an unread request update will appear on the agent’s request icon.

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Requests can be filtered by:

  • Status
    • Pending
    • Approved
    • Denied
  • Agent
  • Team

Managing Forecasts

The forecast page displays the forecast for a particular queue.

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The forecast can be edited for each day, using the table.

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Upon saving:

  • New IVO daily total is distributed through the day, according to the previous IVO on each 15m interval. Carry over rounding is used so that the daily total is exactly matched.
  • New AHT daily average is distributed through the day, according to the previous IVO on each 15m interval.
  • Staffing for the day is recalculated.
  • All graphics are updated with the new values.

During the configured window, WFM will re-schedule and re-simulate considering all the changes made on Forecast, Schedule and Configurations.

 

Manage Teams' schedulesWFM_Resource_3.png

 

Manage Team Events

Create Event

Users can create any kind of event on agent’s schedules. Depending on the usage type, the event can be created for 1 agent (shift, break, time off) or for multiple agents (meeting).

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View Event

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Edit Event

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Delete Event

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Managing Intraday

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Insights page allows Supervisors and Resource Planners to keep an eye on Contact Centers’ Key Performance Indicators (KPI). It is possible to add multiple charts and to select the metrics to view on each graphic (2 metrics per graphic). For each selected metric, WFM will show Forecasted, Predicted and History timeseries, allowing users to compare the predicted/projected performance and the actual performance, and decide, in real time, the actions to undertake.

The available metrics and time series are described in section WFM Metrics and Time Series.

 

Daylight Saving Time

WFM fully supports daylight saving time changes, by providing a look into shift duration, instead of relying on shift end-time.

 

Winter Time to Summer Time 

When Winter time changes to Summer time, clocks move up one hour.

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  • Shifts: If a shift starts before the change of the hour and ends after it, the shift will be extended accordingly. The agent will have a shift with the same working time, but the shift will end one hour later. If a shift begins in the hour that jumps ahead, the schedule will select the following hour.
  • Events: WFM preserves the relation of the events to the shifts. So, if an Agent on a regular day has a break two hours after starting the shift, that relation will be preserved regardless of the exact hour at which it occurs. 

Summer Time to Winter Time

When Summer time changes to Winter time, clocks move back one hour.

  • Shifts: During a shift, if the clock goes back one hour, WFM will prioritize the duration of the shift, instead of relying on the end time. The agent will have a shift with the same duration, but it will end before the regular shift. If a Shift starts at the same hour of the time change, WFM will choose the first hour. For example, a shift begins at 1 AM but, on that day, at 2 AM, clocks go back to 1 AM. This means that the same day will have the same hour twice (1 AM). WFM will start the shift at the first 1 AM.
  • Events: WFM preserves the relation of the events to the shifts. So, if an Agent on a regular day has a break two hours after the shift’s start, that relation will be preserved, regardless of the exact hour at which it occurs.

 

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