Installation Guide
8October 2007
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.