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Workforce Management with Forecasting
Contact Center Scheduling Version 5.5
Contact Center Scheduling is being feature enhanced and is currently available as a controlled introduction with Customer Interaction Solutions Version 5.4. The new Contact Center Scheduling is planned for release with Customer Interaction Solutions Version 5.5. Contact Center Scheduling works in conjunction with Contact Center Management, enabling schedulers to create intelligent work schedules based on employee availability, the forecasted demand, and service level objectives.
Contact Center Scheduling will continue to be enhanced over the next coming months until it is made generally available in Customer Interaction Solutions Version 5.5. If you are interested in participating in the controlled introduction of Contact Center Scheduling, please contact prairieFyre Software Inc. at Version5Trial@prairiefyre.com.
NEW Features and benefits
Contact Center Scheduling Version 5.5 will include the following features
¨ Intelligent Schedules
Contact Center Scheduling enables schedulers to tailor schedules to the abilities and availability of each employee. After schedulers enter employee information, such as availability, shift and break preferences, areas of expertise, overtime eligibility, time off allowances, and rate of pay, Contact Center Scheduling quickly generates intelligent work schedules based on forecasted data, fixed shifts, seniority, and priority. By scheduling the optimal number of employees you avoid scheduling conflicts, optimize the placement of breaks and offline work, and reduce costs and payroll expenses.
¨ Schedule based on forecasted data
Contact Center Scheduling integrates with Contact Center Management’s forecasting capabilities, enabling schedulers to create schedules based on forecasted data. You can load historical data and modify performance variables, such as average talk time and agent efficiency, to project scheduling needs. This ensures that your contact center has the optimal number of employees scheduled to serve customers.
¨ Easy-to-use interface
Contact Center 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 easily convert an employee’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 employees based on their level of expertise.
¨ Multi-client support
Contact Center 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.
¨ Advanced reporting capabilities
Contact Center Scheduling integrates with Contact Center Management’s reporting capabilities to provide a variety of reports, such as Schedule by Employee by Day of Week, Schedule Employee Configuration, and Schedule Time off by Day of Week. Using Contact Center Management’s familiar user interface, you can manage, schedule, and automatically email Contact Center Scheduling reports to employees.
With Schedule Adherence, supervisors can run reports on employee adherence to schedules to assist with performance reviews and educational opportunities.
¨ Schedule adherence
With the optional Schedule Adherence application, supervisors can monitor employee adherence to schedules in Contact Center Client real-time monitors. With out-of-adherence alarming, supervisors can take immediate action to ensure that service levels are not affected.
¨ Employee requests
With the optional Employee Portal application, employees can efficiently view schedules, communicate schedule preferences, and request changes to schedules—such as time off, shift swaps, and availability—from any computer with an Internet connection. Using the Employee Portal request management feature, schedulers can readily process employee scheduling requests based on configured scheduling rules and the previewed effect of approving a schedule change. Once approved, the schedule is automatically updated, further decreasing the amount of time it takes for a scheduler to process requests and update a schedule. Offering consistent and flexible schedules increases employee morale and reduces employee turnover.
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