Simplicity and Simulation

Based on more than 40 years of WFM 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

Forecating is based on weekdays and with the possibility to define special days, like x-mas or other holidays. You can use our api to upload data either by a service or simply by text files. The forecast is made for each skill/call group that you define in the system. Compare data by simply selecting different days in the forecast.

Scheduling

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

The scheduling work is facilitated by features as.

Definition of rotations

Automatic and optimized breaks

Warnings on high/low agent occupancy

Definition of custom shifts

Easy edit of shift details

Requests

Agent make requests directly to the system

Sick message. Whole day or part of day

Vacation application and overview

Schedule changes

eg leave early or having a long break

Post a shift or part of a shift

Pick up hours someone has posted

Trade shifts directly with some one

Intelligent approval

A request can be evaluated by simulation

Providing a direct answer

Find a replacement

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. This is a configurable shift where you are in control of the how much flexibility you allow. For example you can set it to always start at 6:00 but finish in between 2:00PM and 3:00PM. The optimization will decide the best finish time.

Each agent can be assigned her own possible shifts (both fix and flex shifts) for the 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.