Good afternoon,
Not sure if at all possible, but was wondering if it any customization is possible for this product ?
Could one of you elaborate on the feasibility for the following ?
Thanks in advance.
• Offline request for agents in the tools
o Currently done by team leaders by email and handled manually by the WFM team
• Assign schedules by seniority
o Currently done by a manual check and modification by the internal WFM team
• Being able to look at the schedules by group (I.E by team leader)
o Increases the time spent scheduling team activities (1st meeting)
• (Reforecast) future intervals according to the trend of the day (Ability to react quickly to daily fluctuations
o Currrently done manually a few times a day by the WFM team
• Capacity to make call forecasts and generate requirements in the medium and long term (same thing with Calabrio) lack of explanation on the methods of calculating call forecasts (I.E Include or exclude extreme results)
• Ability to generate requirements based on multiple skills
o Artificially inflates the requirements (the tool does not support multi-skill, it uses a reliable calculation mode to get around the problem)
#Workforce Management