Workforce Scheduling

Agent work schedules or shifts are generally allocated via an automated bid or preference process. Agents may change schedules by requesting a change through the automated channel or by swapping schedules with another agent comparably trained. The objective is of...

Intra Day Management

The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and modifies any near-term forecasts based on unanticipated changes to workload volumes.      ...

Forecasting workload

Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.        Forecasts may vary in frequency based on operational requirements, but as a rule of thumb, the following schedule should enable...