Workforce Engagement Management

Hey WFM community!

I am curious to learn from these of you who using and considering overtime planning as part of WFM scheduling process.
Is this something you are defining manually knowing upfront coming event, campaign or promotion and you simply want to ensure that you will have by X% more available staffing per each interval?

Or would you like and prefer to have some automation where, WFM solution will compare per planning group forecasted amount of offered interaction, AHT, SL for all intervals during the current day, and maybe past days, and if observed trend of shortage in the amount of X,Y,Z% for specific intervals of the days (or maybe days of week) - to create kind of pool of overtime demand for future intervals of current day and future days, so then agents can see this demand and can volunteer doing overtime?

Please share your scenarios and ideal solutions which would suit your use cases. 

Thanks,
Best Regards,