User guide

Workforce Scheduling
107
Customized agent schedules
You can create customized schedules based on agent availability and shift preferences.
Tailoring schedules to the individual needs of agents can increase employee morale and reduce
turnover by ensuring flexible, consistent schedules.
Easy-to-use interface
Workforce Scheduling’s streamlined configuration reduces the amount of time schedulers
spend creating and updating schedules. It provides tools for quickly building, updating, and
mass replicating schedules. You can readily convert an agent’s scheduled shift to unavailable
time, locate staff replacements, and optimize the placement of breaks and offline work in relation
to the forecasted demand or budget constraints. You can also assign offline work to agents
based on their level of expertise.
Multi-client support
Workforce Scheduling supports multiple users and roles, such as scheduler, supervisor, and
employee. This enables a user to work on multiple schedules or multiple users to work on
schedules simultaneously.
Accrual-based time-off planning
Accrual-based time-off planning automatically tracks agent hours and accrued time-off. It
ensures agent time-off is scheduled for minimal impact on contact center staffing levels,
operations, and service level objectives.
Reporting
Workforce Scheduling integrates with Contact Center Management’s reporting capabilities to
provide a variety of reports. Using Contact Center Management’s familiar user interface, you
can manage, schedule, and automatically email Workforce Scheduling reports to employees.
Benefits
Workforce management enables you to
• Save time with automatic scheduling
• Anticipate call volume with forecasts to eliminate over and understaffing.
• Forecast staffing requirements to meet service level objectives.
• Customize shift patterns and balance offline work to accommodate a fluctuating workload.
• Consider employee skill sets and individual preferences to produce optimal schedules.
• Use data from reports to assist with performance reviews and training.