Workforce Management 1.4 Release Notes
Workforce Management (WFM) 1.4 introduces several features to boost planner efficiency. Shift Overview now offers a flexible period view, along with the ability to copy/paste shifts and bulk delete shifts. Forecasts can now be copied. Use the new sorting and filtering options in Real-Time Adherence to locate specific agents, as well as view each agent's current state.
Period View in Shift Overview
The day and week views of Shift Overview now include a Period View. Use the Period View to review agent schedules over extended timeframes, such as verifying that weekend shifts are evenly distributed throughout a month. You can also perform bulk actions, like publishing schedules, across an entire period.
This feature also allows selecting a period view for an individual agent, which displays all shift details for the chosen period, similar to the Day View. Reviewing a single agent's extended schedule in detail can help you plan multi-day activities, such as a month of coaching sessions, without double-booking or missing tasks.
Copy/Paste Shifts
In the day, week, or period view, you can now copy single or multiple shifts:
- Single Shift: Use the Copy button within the Shift Editor to copy a specific shift to different days or agents.
- Multiple Shifts: Select the checkboxes next to a row of shifts to copy all of them to another period or to different agents.
Bulk Deletion of Shifts
Shift Overview now supports deleting shifts in bulk, with the scope of deletion dependent on the current view:
- Day View: Deletes all shifts for the selected agents on the selected day.
- Week and Period View: Deletes all shifts for the selected agents across the entire selected week or period.
A confirmation message appears, detailing the total number of shifts and the number of agents affected before the deletion is processed.
Enhanced Filtering
Enhanced filtering capabilities have been introduced in both the Shift Overview and Real-Time Adherence (RTA) views. Key Updates:
- Complex Filtering: The existing Org Unit filter can now be combined with the new Role and Supervisor in Charge filters (if enabled for your contact center). This allows for highly specific searches, such as filtering for agents with a particular role within selected organizational units.
- Saved Filters: Users can save personal filter combinations under specific names for easy re-use. Saved filters are accessible in both RTA and Shift Overview.
- RTA Filtering: In the RTA view, agents on full-day leave can be excluded from results, letting you focus on the agents that are scheduled to work.
Copy Forecasts
Conveniently amend forecasts by copying existing ones, regardless of their status, directly from the List of Forecasts.
Actual States on Real-time Adherence (RTA) Screen
The RTA screen has been enhanced to provide better insight and support for decision-making. In addition to displaying an agent's actual activity, it now includes an option to display their Actual States and Not Ready Reasons. Previously, if multiple states were mapped to the same activity, users had to consult a separate ACD-side report to access this granular information.
Local Cache Enhancements
Previously, user settings were stored locally without being tied to a specific user, potentially exposing users to settings from a previous user or role in environments with shared machines. Now, each user’s settings are isolated, and the cached settings automatically update whenever a user’s role or privileges change. Additionally, a new Clear Cache button is available, allowing users to clear all locally stored settings and force the page to reload.