Update for Workforce Management

New or enhanced feature

Admin features

Schedule change approvals

• Workforce Management admins can set rules to automatically approve agent schedule changes. Limits can be set on changes per week or month based on activity codes, which can differ by security group. Admins can also disable auto-approvals for specific agents or activity codes. The system verifies that agents belong to schedule groups where schedule changes are permitted, simplifying the process and reducing manual reviews.

Forecasting profiles

• Workforce Management admins and supervisors can create custom forecasting profiles with specific Key Performance Indicators (KPIs) for each scheduling group, such as SLA, ASA, or occupancy targets. Admins can also specify variable shrinkage to account for different shrinkage values at different times of the day. Within a single forecast, they can configure, view, edit, or delete profiles, with all actions tracked for auditing. This feature simplifies forecasting by managing multiple KPIs in one forecast instead of creating separate forecasts for each target.

Custom work rules

• Workforce Management admins can create custom work rules for specific agents and schedules. The system automatically checks for rule violations, such as maximum hours, break timing, consecutive workdays, and minimum time between shifts. Admins can also set mandatory activities like one-on-one meetings. The system will alert admins when a schedule violates any rules.