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Improved workforce management scheduling constraints

In this video @Christopher Visick discusses a new feature "Improved workforce management scheduling constraints" Workforce management administrators and schedulers can now use two new scheduling constraints that align with more complex labor rules and employee agreements. Schedulers can now...

Library Entry

Enhanced Performance dashboards with real-time agent status counts by work team

In this video, @Stalin Singh discusses a new feature "Enhanced Performance dashboards with real-time agent status counts by work team" Supervisors can now configure widgets based on work teams and view real-time agent status metrics specific to their teams. This feature enables supervisors...

Library Entry

Trigger process automation based on topics, sentiment, or empathy

In this video, @Guru Prasadh Jeevan Rao and @Christopher Visick discusses a new feature "Trigger process automation based on topics, sentiment, or empathy" Administrators can now configure process automation to trigger workflows based on speech and text analytics results, including...

Library Entry

Set Limits on shift types and weekend work in schedules

In this video, @Kumar Sanjeevi discusses a new feature "Set Limits on shift types and weekend work in schedules" Administrators and schedulers can now define minimum and maximum limits for specific shift types and set the number of required working weekends directly within a work plan....

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Shift trades across weeks within schedule to improve agent flexibility

In this video, @Kumar Sanjeevi discusses a new feature "Shift trades across weeks within schedule to improve agent flexibility" Administrators can now allow agents to trade shifts across multiple weeks within a single published schedule. This feature enhances agent flexibility and...

Discussion Thread 5

Conformance spikes after moving agent to a new BU - scheduling best practice?

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Reminders for agents about their next scheduled activity

In this video, @Stalin Singh discusses a new feature "Reminders for agents about their next scheduled activity" Administrators can now configure reminders, from one to 15 minutes before an agent’s next scheduled activity begins. Previously, agents received notifications only at the...

Library Entry

Workforce management activity codes for coaching and learning

In this video, @Christopher Visick discusses a new feature "Workforce management activity codes for coaching and learning" Administrators can now set custom activity codes for coaching and learning sessions within workforce management schedules. Previously, coaching sessions defaulted to...

Discussion Thread 5

The meaning to use Interactions Handled in Historical Data Import

Library Entry

Workforce management per minute scheduling granularity

In this video @Stalin Singh discusses a new feature "Workforce management per minute scheduling granularity" Administrators can now create work plans that reflect per minute start times and durations for shifts and activity codes in schedule generation, rescheduling, and work plan flows....