I wanted to take the time to highlight some of the enhancements we made this past year on the native workforce management features included in PureCloud 3 as well as give a sneak peek on our efforts the first three months of 2018. The following items are some of the enhancements we released in 2017:

• Additional Public API Endpoints – single-agent and multiple-agent schedule GETs for specified time range
• Intraday Monitoring – ability to view intraday metrics (service performance, FTEs, volume, average handle time)
• Historical Schedule Adherence – ability to see agents' adherence to schedules historically
• Schedule Administration Improvements:
  • Read-only permission for published schedules
  • A deletion of possibly related meetings and trainings will prompt the user if others should be deleted as well
  • Ability to quickly sort by added or changed shifts or filter to only show them in the schedule editor
  • Ability to filter schedule by multiple agents and have the option to persist that filter
• Improved Export Capabilities:
  • Ability to export time off requests from list page
  • Ability to export agents table from agents list page
  • Ability to export activity counts, all shift details in JSON format, all shift details in text format
• Enhancements to Short-Term Forecasting:
  • Ability to edit short-term forecast grid and for those edits to be inserted as a modification entry
  • Ability to grab and move a graph point and for the change to be inserted as a modification entry
• Callback and ACD Voicemail Support – ability to support callbacks, non-scheduled and scheduled, as well as ACD voicemail media types in forecasting and scheduling
• Undo Support for Schedule Editing:
  • Ability to undo changes, one at a time, up to the most recent save
  • Ability to show shift history and revert to a prior version up to the most recent save

While 2017 was a great year for workforce management enhancements, 2018 will be even greater. Below are some of the items that will be our focus for the first three months of 2018:

• Improved Agent Scheduling – significantly speed improvements (50-90% reduction in build times) with better service performance prediction as compared to current version
• Migration to Public API v2 – migration of all APIs to public API v2 which includes extensive additional routes not previously available for public use
• SMS Support – ability to support SMS media type for forecasting and scheduling
• Support 1,000 Agents in Management Unit – increase agent per management unit limit from 500 to 1,000 allowing up to 50,000 agents per organization

Be sure to look for new feature release information at https://help.mypurecloud.com/release-notes/ and/or subscribe to be notified of new release notes here https://help.mypurecloud.com/subscribe-to-purecloud-release-notes/

And read more information about workforce management features at https://help.mypurecloud.com/articles/about-workforce-management/

Private message me if you have questions, ideas, concerns, and/or feedback.