Workforce Management 1.2 Release Notes
This release of Workforce Management (WFM) 1.2 introduces features focused on planner efficiency and agent schedule adherence. Planners can now receive non-adherence notifications, and a new agent alias system provides greater flexibility for managing agents with multiple logins. For agents, calendar reminders can be configured to help them stay on schedule. The release also includes a redesigned configuration interface and numerous usability updates, such as remembering filter and sort selections between sessions.
Non-Adherence Notifications for Planners
Planners can now receive in-application and email notifications for out-of-adherence events. You can configure the conditions that trigger these alerts in Configuration > General Settings > Notifications. This allows planners to focus on other tasks, knowing they will be alerted to situations that require their attention.
Updated Configuration Screen Design
The design of the configuration screens has been updated for consistency with the (coming soon) new Agent Desktop interface. The changes focus on improved readability and user navigation.
Agent Alias Support for Multiple Logins
WFM now supports agent aliases for environments where agents use multiple logins for different skill sets. Some key elements of aliases:
- Link an agent's various IDs to a single alias and designate a primary ID for scheduling in Configuration > General Settings > Agent Logins
- For out-of-adherence monitoring, all IDs linked to the alias are considered.
- If a particular skill is unexpectedly needed, the Intraday Management screen includes a new "Inactive Id Search" action, which allows planners to find agents who have a required skill but are not currently logged in with the corresponding ID.
Forecast Method Selected by Provider
Forecasting performance has been improved, but the option to select a forecast method has been removed from the user interface. Contact your service provider if you require a certain forecast method.
Agent Calendar Reminders Coming Soon
With the upcoming release of the Agent Calendar, you will be able to configure reminders for agents before the start or end of a scheduled activity. Reminders are displayed in the calendar, and provide agents with advance notice to finish current work and prepare for their next shift segment.
Persistent UI Selections
Several screens will now remember a planner's selections between sessions to provide a more consistent user experience:
- List of Forecasts & Shift Overview: The chosen sort order is now saved.
- Real-time Adherence Screen: The last used filter settings, including org unit, skills, and activities, are remembered, as well as which org unit, skill, and activities were selected.
- Shift Configuration: In daily and weekly templates, the selected sort order for Name, Org Unit, Start Time, or Shift Duration is saved.
'Today' Button in Date Pickers
A Today option has been added to the date picker, allowing for quick navigation to the current day.
Expanded Intervals for Historical Data Import
The historical data import function now accepts data in 30 or 60-minute intervals. The system will automatically convert the imported data into 15-minute intervals for use in forecasting.
When a large number of skills or services are selected in the Shift Overview screen, causing some tabs to be hidden, a new control icon is now available. This control allows planners to select a skill or service from a list, which then brings the corresponding tab(s) into view.
Activity Configuration Update
Properties in the activity configuration screen that are not currently used in scheduling have been disabled in the user interface. These will be enabled in a future release.