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Staffing Requirements and Performance Metrics in the Schedules Screen 

03-18-2024 20:23

In this video @Christopher Visick talks about the new enhancement to WFM with staffing requirements and performance metrics now being available  in the Schedules screen

  • Administrators can now assess the impact of schedule adjustments on service levels via integrated performance metrics at the bottom of the Schedules screen.
  • This enhancement provides a quick and detailed view of the performance implications when activities are added to agents’ schedules.
  • These performance metrics enable administrators to ensure alignment between predicted performance and staffing requirements by recalculating the latter when they make updates to the Volume and AHT forecast.
  • Adjustments to the required staff details on the Schedules screen align expected performance and staffing needs.

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