WFM 1.1 Release Notes
This release introduces improvements to scheduling flexibility, forecast accuracy, and real-time adherence management.
Real-Time Adherence Screen for Past Days
By default, the Real-Time Adherence data screen shows the current date. Users can now select a date up to 30 days in the past in the date picker. The screen will show both the widgets and the individual agent information for the selected past date.
5-Minute Increments for Break Duration
In shift configuration, break durations can now be defined in 5-minute increments, e.g. to define a 10-minute break.
1-min Intervals in the Shift Editor
In the shift editor, work segments, break segments, and time off can now be defined by the minute. This can be done by typing or graphically by using drag and drop. The new snap to interval setting allows changing the increment for graphical edits to make it easier to move segments to an exact time.
Shift Notes
This feature allows notes to be created and edited in the shift editor. In Configuration > General Settings > Other Settings, it is possible to define whether notes are created by default as private, i.e. only visible to other planners, or as public, i.e. visible to agents. To quickly edit an existing note, the planner can hover over the notes icon in the agent grid and update the note.
Shift Edits in the Real-Time Adherence Screen
This feature provides the option to edit an agent’s shift directly on the Real-Time Adherence screen so that the agent's scheduled activity then matches the agent’s actual state and the out-of-adherence is eliminated. This can be useful when an agent’s out-of-adherence is justified, e.g. because the agent was on a long call.
Automated Staffing Check for Time Off
To ensure sufficient staffing, an organization may want to limit how many agents can have time off on any given day. This feature allows for limits on the total time off amount per day for specified org units or skill/services (Configuration > General Settings > Time Off Validation). In Configuration > Scheduling > Activities, this staffing check can be enabled for specific time off activities.
Time Zone Configuration
The time zones listed in the UI time zone selectors can now be specified in General Settings. In addition, user-defined names can be assigned to the official time zone names, e.g. PST for '(UTC-07:00) America/Los_Angeles'.
Master Forecast
Forecasts may have partially or fully overlapping periods and/or skill/services. The master forecast shows which forecast is active for specific dates and skill/services in scheduling. Forecasts can be published to the master forecast, either at the end of the forecasting process or by selecting a completed forecast in the List of Forecasts and choosing the action Publish to Master.
Split Shifts Configuration Improvements
Split shifts can be configured as a daily template with a special long unpaid break. Agents were flagged as out-of-adherence, since they are logged out during the split shift gap. A break can now be mapped to a 'Logged Out' ACD state, which allows the Real-Time Adherence (RTA) system to correctly process the gap in a split shift.
Overnight Shifts
With this feature, it is now possible to define overnight shifts in daily templates as well as in the shift editor.
Optimization of Forecast Models
Forecast models have been optimized for improved performance.