Unified Workforce Optimization Installation Guide

Installation Guide
8 October 2007
Features of Workforce Management
WFM is an industry-leading software solution for multi-site staff forecasting and
scheduling.
Call center managers can use WFM to complete the following tasks.
■ Develop a schedule forecast (by day or period)
■ Manage special events
■ Prepare schedules (summary and individual)
■ Manage day-to-day schedule-related activities (Intraday)
■ Approve time-off requests and shift changes
■ Generate productivity, performance and historical reports
■ Create agent report cards
■ Develop schedules for multiple sites
■ Manage scheduling for offices in different time zones
■ Manage key performance indicators
■ Manage real-time adherence
■ Monitor and adjust the current schedule for a team from a dashboard
Agents can also use WFM to access the system to see their own schedules and
performance indicators.