Whether it’s managing requests from agents, getting forecasts, or managing a certain team’s schedules, Talkdesk Workforce Management™ (WFM) provides simple and easy access to essential tools for Resource Planners.
Managing Agents’ Requests
Agent Requests is utilized to manage all agent solicitations for changes to their schedules in one location. It allows any request from an agent to be filtered and managed within WFM itself, eliminating the need to track requests using outside systems.
To access this feature, go to the "Team Schedule" page. From here there are two places to enter 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. 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", the agent’s request icon will show an unread request notification.
Note: At this time, approving does not automatically apply the requested change to the schedule. This feature is expected in a future release.
Requests can be filtered by:
The forecast page displays the forecast for a particular queue.
The forecast can be edited for each day, using the table.
- New Interaction Volume Offered (IVO) daily total is distributed through the day, according to the previous IVO on each 15-minute interval. Carry-over rounding is used so that the daily total is exactly matched.
- New Average Handle Time (AHT) daily average is distributed through the day, according to the previous IVO on each 15-minute interval.
- Staffing for the day is recalculated.
- All graphics are updated with the new values.
During the configured window, WFM will reschedule and resimulate, considering all the changes made on Forecast, Schedule, and Configurations.
Managing Teams' Schedules
Configuring Schedule Adherence (Event Type Mapping)
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).
Managing Team Events
Creating an Event
Users can create any kind of event on agents’ schedules. To do so, go to Team Schedule and select + Add event.
Depending on the usage type, the event can be created for one agent (shift, break, time off) or for multiple agents (meeting).
To view an event, simply select it from the “Team Schedule” page. Events are identified by colors.
If you wish to make changes to an event, click on the Edit button at the bottom. To delete the event, click on Delete.
The “Insights” page allows Supervisors and Resource Planners to monitor the Contact Centers’ Key Performance Indicators (KPI). It is possible to add multiple charts and to select the metrics to view on each graphic (two metrics per graphic). For each selected metric, WFM will show “Forecasted”, “Predicted” and “History” time series, allowing users to compare the predicted/projected performance and the actual performance, as well as make real-time decisions on the actions to undertake.
The available metrics and time series are described in 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.
- 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.