Workforce Management 1.6 Release Notes

Workforce Management (WFM) 1.6 makes large schedule changes faster and gives a clearer view of total staffing:

• Add or change shift segments for many agents at once with.

• See in-house and outsourcer staffing in one view, and adjust how work is split between them.

• Keep working while shift generation and break optimization run in the background.

• Work more easily throughout the application with many smaller usability improvements.

Bulk Schedule Edits

You can now create, modify, or delete shift segments in bulk. Within Shift Overview, you can generate additional segments for multiple agents simultaneously, either at a set time or across a specified window where the system calculates the optimal placement for each agent. In edit mode, you can bulk change activity, start/end time, duration, or extend segments.

Outsourcer Process

Designed for organizations that use BPO partners alongside internal teams, this feature shows total staffing (in-house and outsourcer resources) to help you meet service level agreements (SLAs).

Shift Overview now tracks both internal and external demand contributions, calculates the staffing gap to be handled by outsourcers, and lets you import outsourcer staffing data. If internal staffing requirements change or re-forecasting occurs, you can adjust resource allocations between in-house and BPO teams.

Intraday Management also shows both in-house and outsourcer information.

Asynchronous Shift Generation and Break Optimization

Shift Generation and Break Optimization now run asynchronously, so you can continue working while these operations run. Requests are scheduled and executed in the background, and you receive real-time notifications upon completion or failure. You can also view running and queued jobs, conflicting generation requests are blocked, and, if you have the required permissions, you can cancel in-progress jobs.

Smaller Enhancements and Usability Improvements

The enhancements include:

• Agent name format follows Call Center Configuration
  For agent names, WFM now uses the format that is configured in General Settings in the Call Center Configuration, e.g., Last name First name.

• Redesign of the List of Forecasts
  You can now search the list by forecast name and filter it by forecast period, forecast group, and color-coded status.

• Improved usability for flexible deviation thresholds
  In Data Validation and Forecast Review, you now get additional guidance on how to enter custom thresholds and can see recently used threshold values.

• Expanded historical reference graph
  The graph control used for the Historical Reference period during Forecast Creation now displays up to 12 months of data (previously 4 weeks).

• Display of time off durations in Shift Editor
  The duration of a partial-day time off is now displayed in the Shift Editor.

• Select All / Unselect All in all drop-down filters
  Filters now include a Select All / Unselect All option.

• Percentage Override for Single Cell in Forecasting
  In steps 3 and 5 of the Forecast Creation process, you can now use the Modify Cells button on single cells as well as multi-cell selections.

• Easier entry of time fields
  In the time selectors, the from and to fields now default to more intuitive values.

• Longer name fields in weekly and rotational templates
  Template names now have more space on the Weekly Templates and Rotational Templates tabs in Shift Configuration.< Previous | Next >