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.

    The simTree app

  • Agents access their schedules in their mobile devices
  • Request shifts or time off
  • Trade shifts
  • Why simulation

  • True multi-skill handling
  • Calculates the service level
  • Evaluate changes and agent requests
  • Monitor and optimize agent occupancy
  • What is simulation

    During the simulation calls are generated according to the forecast. Each call is given to a scheduled agent with the correct skill, who is not occupied by another call.

    The statistics from the simulation are collected just as during a real day, providing detailed information about service level and agent occupancy.

    Simulation demo

    Book a demo

    info@deepnumbers.se

    Intro video

    Video

    Positions

    Product specialist