User guide

General Information Guide
104
You can use the Contact Center Management Forecasting application to generate
run-on-demand forecast agent work schedules. Forecasting uses the industry-standard Erlang
C formula to access historical telephone system data and calculate the number of agents
required to achieve a customer-defined service level. For example, you may want to calculate
the number of agents required to answer 80% of calls in 30 seconds based on last month’s call
volume. The resulting forecast schedule is formatted and displayed as a standard report in
Microsoft Excel.
Schedule Adherence
Schedule Adherence is a optional application included with the Workforce Scheduling license
that enables supervisors to see what agents are doing in relation to what is scheduled and
quickly identify areas of non-adherence. For more information, see “Schedule Adherence” on
page 109 in this document.
Employee Portal
Employee Portal is a optional application included with the Workforce Scheduling license that
enables employees to make scheduling requests and schedulers to view employee requests,
perform what-if scenarios, quickly approve or deny requests, and automatically update the
schedule using an online user interface. For more information, see “Employee Portal” on
page 115 in this document.
Features
Workforce Scheduling includes the following features:
• Automatic schedules
• Skill-based schedules
• Customized agent schedules
• Easy-to-use interface
• Multi-client support
• Accrual-based time-off planning
• Reporting
Automatic schedules
To save time, you can automatically generate schedules with Schedule Builder.
Once Schedule Builder knows how many agents to schedule, it then considers the following
business rules to define how the schedule is created:
• What are the business hours of operation?
• What is the shift type? For example, does the company use split shifts?
• Are there breaks? If so, when do they occur and how long are they?