User guide

Workforce Scheduling
103
Introduction
This section provides an overview of Mitel Workforce Scheduling and how it works. For more
information, refer to the following topics:
• Overview
•Features
• Benefits
Overview
Workforce Scheduling is an optional client/server application available for Contact Center
Enterprise Edition that works in conjunction with Contact Center Management to schedule
agents. This application enables you to automatically schedule agents to meet forecasted
activity levels based on shift, daily, weekly, and monthly time periods. You can build schedules,
based on the call load predicted by the Forecasting tool, and efficiently schedule agents by
assigning tasks to them based on their skill sets.
Workforce Scheduling enables you to optimize employee resources, reduce the time required
to schedule employees by up to 75%, and respond quickly and efficiently to planned and
unplanned employee schedule changes. Workforce Scheduling helps to ensure you have the
right agents at the right place at the right time.
Workforce Scheduling enables you to perform the following tasks:
• Schedule agents—You can schedule agents, their lunches, breaks, and unavailable time.
You can manage complex work schedules, time off, jobs/tasks, breaks/lunches, and
availability from one user interface based on your business rules. You can assign jobs to
specific employees and track job costs. You can schedule employees part time or full time,
and for split shifts and recurring shifts.
• Set proficiency requirements—You can automatically assign employees to shifts
according to skill sets and proficiency levels. In addition, you can set proficiency
requirements for different jobs. For example, you may require someone who speaks French
fluently, holds an Emergency Medical Technician certification, has a Class III driver’s
license, or has completed your company's required training course. When you assign a job
to a particular employee, Workforce Scheduling compares the skills required to do the job
with the employee’s skill set, and assigns the job to the employee only if the employee is
suitably qualified.
• View schedules—You can instantly view and control budget impact and overtime hours
resulting from schedule changes. The timebar view updates each employee’s schedule
information as you make changes. You can easily adjust your schedule by dragging the
timebars or by typing information in the schedule details pane. You can view a time range
from 12 hours to one month.
The Contact Center Management Forecasting application predicts the call load based on
historical data, average talk times, wrap-up times, and service level objectives. Workforce
Scheduling uses forecast data to schedule agents, which optimizes coverage and labor costs.