Cisco Systems none manual Features of Workforce Management

Installation Guide

Features of Workforce Management

WFM is an industry-leading software solution for multi-site staff forecasting and scheduling.

Call center managers can use WFM to complete the following tasks.

■Develop a schedule forecast (by day or period)

■Manage special events

■Prepare schedules (summary and individual)

■Manage day-to-day schedule-related activities (Intraday)

■Approve time-off requests and shift changes

■Generate productivity, performance and historical reports

■Create agent report cards

■Develop schedules for multiple sites

■Manage scheduling for offices in different time zones

■Manage key performance indicators

■Manage real-time adherence

■Monitor and adjust the current schedule for a team from a dashboard

Agents can also use WFM to access the system to see their own schedules and performance indicators.

8 October 2007