How can we help?

Release Notes | March 2, 2022 | Talkdesk Workforce Management

Follow

On Wednesday, March 2nd, 2022, Talkdesk® is releasing a new version of Workforce Management

 

The release features the following enhancements and fixes:

Enhancements:

  • New WFM dedicated permissions: WFM now provides specific role permissions to enhance usability with better security for users. There are four different permissions:
    • Configurations.
    • Forecast.
    • Team Schedule
    • Your Schedule. 

No action is required from you, as the previous role permissions were automatically upgraded to the new ones. Check our Knowledge Base article to know more. 

  • Schedule adherence dataset*: Resource Planners can create a customized Schedule Adherence report and dashboard according to specific business needs. The fields and metrics available on the WFM Schedule Adherence dataset can now be chosen. This will reveal insights on how Agents are adhering to/respecting their schedules. 

The details of this dataset can be found here. Below, you can see an example of a dashboard built via the Adherence dataset.

image_1.png

  • Default schedule adherence report*: Resource Planners can run this default report with predefined fields to quickly understand how Agents are adhering to schedules. It is also possible to access this data via API, so adherence data can be used by 3rd party systems.

 

  • Second Agent agreement on shift trade requests: An Agent that is being asked to trade a shift with another Agent will receive a notification, and can now consent to the switch.

image_2.png

 

  • Flag Scheduling Issues Page: Resource Planners and Admin users can view the errors that occurred on the last successful optimization made to agents’ schedules. This new page is accessible via the Team Schedule page only when scheduling errors are detected (link displayed below the page title, indicating the number of errors).

image_3.png

 

  • Monthly view on Talkdesk Schedule: Between March 2nd and March 4th, the WFM mobile app will have a new calendar view: the monthly view. This new option provides Agents with an overview of what their workload will be for each month.

image_4.png

*Notes:

  • Adherence data is being recorded since December 16th, 2021. 
  • Historical data is currently kept for a maximum of 3 months, which will be extended soon.
  • Dates and hours in the report appear in UTC. 
  • If scheduling data is updated/deleted in the past, this will not be reflected in the report for now.

 

Fixes:

This WFM release also includes the following fixes:

  • Fixed a bug where the wrong date for a holiday could be selected under certain circumstances.

 

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