Datasheet

Contract Adherence

• Specifies the agreed-upon working hours for an agent.

• Determines contract type (full-time, part-time, temporary, etc.).

• Outlines expected work time (daily, weekly, average) and rest time.

• Sets acceptable tolerance for deviations in working hours.

• Defines the working days in the agent's schedule.

Shift Categories

• Group shifts into categories like Early, Day, and Late.

• Helps in managing schedules based on business needs and employee preferences.

• Each category is represented by a color and a short name in schedules.

Activities

• Serves as the building blocks of an agent’s shift that s.

• Includes skill-related tasks (e.g., phone, email, chat).

• Covers non-skill-related tasks (e.g., administration, meetings, breaks).

Organizational Hierarchy

• Provides a structured representation of the organization.

• Helps manage and optimize workforce resources effectively by organizing employees into levels and units.

Shifts Adherence

• Automatically schedules agents with designed shifts.

• Each shift includes a base activity, start and end times, and duration segments.

• Ensures shifts are compliant with contractual agreements and labor laws.

Skills

• Manages the creation and organization of skills necessary for WFM operations.

• Includes parameters like service level thresholds, occupancy rates, shrinkage, and efficiency.

Queue Volume

• Manages workloads such as calls, chats, and emails linked to queues.

• Ensures accurate forecasting and resource allocation to meet service levels.

Forecasting

• Uses historical data to estimate contact volumes and staffing needs.

• Separate forecasts are created for different activities like phone or chat support.

Smart Scheduling

• Balances business needs with employee well-being through optimized scheduling.

• Offers options for optimizing schedules, such as days off and agent shuffling.

Calendar

• Allows employees to view and manage their individual work schedules.

• Enhances transparency and communication in scheduling.

Resource Management

• Facilitates user management within a team-based structure.

• Includes functionalities like user import and management of user settings.

User Settings

• Divides settings into General Information, Person Period, and Schedule Period.

• Provides a structured approach to manage user data efficiently.

Reports

• Offers a variety of reports for analyzing and optimizing workforce operations.

• Covers key areas like scheduling, adherence, performance, and forecasting.

• Can download reports in various templates (PDF, EXCEL, CSV, HTML) for detailed analysis