Simplicity and Simulation

Based on more than 40 years of combined Workforce Management experience we have created the most simple, yet powerful, WFM system we can imagine. This has been possible by the use of simulation: any schedule or schedule change is instantly evaluated in terms of service level. Before the schedule is posted to agents you will know your predicted service and agent occupancy.

Multi site dashboard

The home page of the application is the site/department dashboard. Each of your sites is represented with an information card that gives you an overview of the current week. Clicking the card takes you directly to scheduling.

Forecasting

Forecasting is based on weekdays with the possibility to define special days, such as holidays or dates specific to your business. Your data can be uploaded automatically with our API, or added manually as text files. The forecast is made for each skill/call group that you define in the system, which makes it easy to identify bottlenecks and competence gaps. Comparison between different days is made simple through a multi-select function.

Scheduling

Scheduling is made in an Excel-like spread with bars representing different work types. With the date range control you can easily switch from a day view to an overview of many weeks. Use the intuitive drag-and-drop feature to move shifts or change work times.

The automatic scheduling is facilitated by features such as:

Definition of rotations

Automatic and optimized breaks

Warnings on high/low agent occupancy

Definition of custom shifts

Easy edit of shift details

Requests

Agents can make requests directly to the system through a mobile app:

Notify sick leave, for the whole day or part of a day

Vacation applications and overview

Notify agents of schedule changes

Post a shift or part of a shift

Pick up posted shifts from other agents

Trade shifts directly with other agents

Intelligent approval

A request can be evaluated by the simulation

Instant feedback to agent requests

Find replacements for agents

Automatic optimized schedules

The automatic planning goes hand in hand with the employee module for smart settings of availability, flexibility and work restrictions. In particular we have introduced what we call a flex shift: a configurable shift where you are in control of the how much flexibility you allow. For example, you can set an agent's schedule to always start at 6:00AM but finish somewhere between 2:00PM and 3:00PM. The optimization will decide the best finish time.

Each agent can be assigned her own possible shifts (both fixed and flex shifts) for the automatic planning to choose from.

The new flex shift can also be used in the cyclic schedules. This is an excellent way to start gently with optimization if you are more used to cyclic schedules and like to be in control.