Workforce Engagement Management

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 into our efforts the first few months of 2019.

The following items are some of the enhancements we released in 2018:

• Management Unit:
  • Ability to specify shrinkage percent at 15m, 30m, or 60m intervals per day for a model week
  • Increased agent per management unit limit from 500 to 1,000.
• Real-Time Adherence:
  • Added a "Status Duration" column which shows duration of current status.
• Intraday Monitoring:
  • For export an additional column was added for the Time column in the UI that has a relaxed ISO datetime format that honors the selected time zone setting.
  • Added export option to export data for every queue in one file.
  • Added 30m and 1h granularity options for view in addition to existing default 15m option.
  • Ability to see numeric differences for numeric metrics where prior we only showed percent differences
• Schedule Editor:
  • Added an option for the granularity of drag and drop.
  • Added a replace selected activity action with shortcut key.
  • 'View by Day' view now allows a copied shift on one day to be pasted on another day, perhaps to different user(s).
  • Ability to see adherence information in schedule editor
• Miscellaneous:
  • Added ability to support SMS media type for forecasting and scheduling.
  • Migrated all WFM API to public API v2 with extensive additional endpoints.
  • Added ability for administrators and supervisors to select a time zone for administration pages (i.e., short-term forecast list, short-term forecast, time off request list, time off requests, schedule list, schedules, intraday monitoring, real-time adherence, and historical adherence).
  • Increased queue per management unit limit from 50 to 100.
  • Ability to specify granular permissions (i.e., view, edit, add, and delete) for functional areas / features (e.g., activity codes, service goal groups, short-term forecasts, schedules, etc.)
  • Improved agent scheduling: significant speed improvements with better service performance prediction.
  • Notify agents when a schedule is (re)published that affects their future scheduled activities
  • Ability to specify daily paid time granularity
  • Ability to schedule to an abandonment rate goal
    
• Advanced Short-Term Forecasting: use advanced techniques, including auto-determination of best method and parameters, for short-term forecasting of volume and AHT

Below are some of the items that will be our focus for the first few months of 2019:

• Ability to see schedule summary (total agents, shifts, paid hours, on queue hours, shrinkage hours; schedule efficiency; largest understaffed interval) in schedule editor
• Intraday Rescheduling: ability to re-optimize shift start and end times, meals, breaks, etc.
• Policy Based Access Control: ability to scope permissions per Division
• Shift Trading:
  • Ability to setup shift trading rules
  • Ability for agents to initiate a shift trade
  • Ability for automatic review of shift trades
• Work Plan Rotations: ability to create, edit, view, and use work plan rotations

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 PureCloud's workforce management features at https://help.mypurecloud.com/articles/about-workforce-management/

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

#Workforce Management

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Hi Jay,

Trades and rotations will be very beneficial, this is great news. I'd be interested to be involved in any early release/testing etc.. 

Re: Shift Trading,

Will this be similar to PureConnect where "trading" is giving away time rather than swapping same-day/different timed shifts? 
Obviously both would be preferable if possible. 

Also, are there any plans to fix/upgrade the trading feature in PureConnect? 

Cheers

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Will Bellerby
Pyrios NZ Ltd
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Hi Will,

Shift trading in PureCloud will be a bit different than what was done in PureConnect. PureConnect's approach was to trade away partial shifts / time periods whereas PureCloud deals with trading full shifts, any day in the week (same day or any other day of the week), with no ability to trade partial shifts.

Just some highlights of the initial release of shift trading for PureCloud:

• Able to enable/disable shift trading at the management unit level
• Able to enable/disable automatic shift trading review
• Able to enable/disable direct shift trading requests
• Able to enable/disable shift trading at an agent level
• Able to specify the minimum hours in the future for a given trade request date
• Able to specify if shift trades with unequal paid hours are allowed, disallowed, or require admin review
• Able to specify if one-sided shift trades are allowed, disallowed, or require admin review
• Able to specify if shift trades that result in minimum weekly paid time violations are allowed, disallowed, or require admin review
• Able to specify if shift trades that result in maximum weekly paid time violations are allowed, disallowed, or require admin review
• Able to specify the necessary matching criteria that should be met for a valid shift trade request (i.e., same queue memberships, same languages, and/or same skills)
• Able to specify activity category specific handling actions (e.g., replace with a different activity, do not allow trade, keep with schedule)
• Agents will be able to:
  • Post their shift for trade with anyone
  • Offer their shift to a specific person
  • Drop their shift for someone to pickup
  • Pick up an additional shift

I cannot comment on PureConnect's plans for the existing shift trading feature there, but @Michele Fisher could. I will definitely keep you in mind for early release if we opt to beta those features.​

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 01-16-2019 17:57
From: Will Bellerby
Subject: 2018 Year in Review – PureCloud Workforce Management

Hi Jay,

Trades and rotations will be very beneficial, this is great news. I'd be interested to be involved in any early release/testing etc..

Re: Shift Trading,

Will this be similar to PureConnect where "trading" is giving away time rather than swapping same-day/different timed shifts?
Obviously both would be preferable if possible.

Also, are there any plans to fix/upgrade the trading feature in PureConnect?

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd
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