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  • 1.  Best practices for the new features

    Posted 20 days ago
    Hi everyone,
     
    In the management unit we now have Target Consistent Net Staffing and Minimum Coverage. In which scenario would these settings be recommended?

    #WFMConfiguration,BestPractices

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    Lilian Masselli
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  • 2.  RE: Best practices for the new features

    Posted 20 days ago
    I can answer one of them.
     
    The minimum staffing configuration in WFM can help in several practical ways:
     
    1. Operational coverage assurance
    Ensures you always have the minimum number of agents needed to keep operations running, even during periods of low forecasted demand.
    Prevents schedules from being generated without adequate coverage.
    2. Service level protection
    Maintains the ability to serve customers even when the forecast predicts low volumes.
    Helps reduce wait times and keep operations consistent.
    3. Context-based flexibility
    Global configuration: sets a baseline across all planning groups.
    Custom configuration: allows you to adjust requirements per team and per day of the week, reflecting each area's unique needs.
    4. Business continuity
    Prevents critical staffing gaps that could impact essential operations.
    Ensures minimum coverage for unexpected situations or sudden demand spikes.
    5. Smart optimization
    WFM can reuse shifts from the previous schedule to satisfy requirements at the beginning of new schedules, improving continuity.
    Automatically applies requirements during schedule generation and rescheduling.
     
    In short, it's a safeguard to ensure that "the right person, in the right place, at the right time" also includes a minimum level of staffing aligned with your operational needs and performance goals.


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    Elisson Fernandes
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    Original Message


  • 3.  RE: Best practices for the new features
    Best Answer

    Posted 19 days ago

    Hi Lillian,
    When you heavily understaffed for example,  it might happen that all your agents will be scheduled on morning shifts and no one in the evening.
    It could happens as scheduler realizing understaff unavoidable and it does not matter either to spread all agents trough the day or plan them all either in the morning or evening. 

    In the past to address such issues planners use to follow workaround reducing forecast demand to the level which might be covered by existing staffing, and whne schedule build replacing forecast with real one.

    Today with this new feature software will try to evenly spread people so the understaff/overstaff conditions will be more or less even or at least proportional to forecasting demand.

    Thanks,
    Best Regards,
    Dmitriy



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    Dmitriy Vakulenko
    WFM Senior Product Manager
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    Original Message


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