Workforce Management 1.3.1 Release Notes
This release of Workforce Management (WFM) 1.3.1 introduces features for scheduling flexibility and planner control. Major additions include historical adherence reporting, flexible shift events, and forecasting for holidays/special events. This release also provides international date and time formats, more flexibility for shift durations, and improved shift optimization.
Historical Adherence Report
The Historical Adherence report allows contact center managers and administrators to see how well agents followed their past schedules. The report can be run per organizational unit or as a detailed report per agent. The report is available under Reports > Add report (choose report type ‘Adherence by Agent’ or ‘Adherence by org unit’).
Flexible Shift Events in Shift Templates
Some regular activities occur at flexible times during a certain period, e.g. a 1-hr training session per week. WFM now allows defining flexible shift events in weekly shift templates. When the shifts are generated, the shift event will be scheduled at the optimal time based on the forecasted demand.
Apply Forecast Parameters
The application of the two forecast parameters, Business Growth and Holiday/Special Events, has been improved. Multiple occurrences of the same holiday/special event can now be linked to predict the volume on a future re-occurrence of the same event. For a more accurate prediction, the holiday factors are now calculated and can be overridden separately for each forecast group.
Scheduling Enhancements
- 15-min Shift Durations: In Shift Configuration > Daily Templates, the shift duration can now be configured in 15-min steps. For example, a shift duration of 7:45 hrs can now be defined.
- Date and Time Format: All WFM screens will now use the user browser’s locale to determine the appropriate date and time format for display.
- Sorting in Shift Overview: Full-day time-offs are now ignored when sorting agents by start/end of the shift so that it is easier to see which agents are working in a specific interval.
- Shift Optimization: Optimization logic now makes better use of agents’ skills per interval.
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