Workforce Engagement Management

Some Tips & Tricks to help you on your way with

Resource Management

Initiate an Intraday Reschedule

Optimize or Add agents to a Schedule: Intraday dynamics sometimes require updates / modifications to forecasts and therefore agent schedule optimizations. This capability automates your ability to optimize any such activities that have been scheduled during the schedule process

You can perform an automated intraday rescheduling operation to incorporate manual changes made to the short-term forecast associated with the schedule. This option reoptimizes the shift start and length times, and the activity start times.

Initiate the reschedule, then following the prompts for your appropriate scope of the reschedule optimization.

You can even add new agents via this process. If you’ve brought agent into the MU / Workplans you will be presented with option to also ADD those agents to a schedule.

1.      Click Admin.

2.     Under Workforce Management, 

      click Schedules.

3.      In the upper right corner, click the Management Unit list and select the appropriate management unit.

4.      Search for the appropriate schedule and select it from the list. The schedule editor opens.

5.      Click Reschedule. The Reschedule Wizard opens.

Schedules (Older Schedules are all there)

Lately, we have been getting questions on why we lose or can’t find schedules from past schedule generations – but you can 😁

There is an option to search for past schedules by using the search feature embedded in the upper right hand corner of the Schedule List.

The schedules list displays a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a schedule exists. Use the search feature to find schedules, including those outside the +/- 26-week window. If you create many schedules per week, you may have to search for schedules between the 6–26 week range both in the future and the past.

Tempo for Planners

Yes, it’s true, Tempo is an Agent facing app but our Tempo app can also help improve efficiency of your WFM Planning team and Admin staff.  

You can improve your Planning Team and Supervisor efficiency by distributing the Tempo app and teaching agents to leverage the LATE notifications feature.

Eliminate late call ins to supervisors and automate the documentation of agent lateness.

Download it now on IOS or Android!

Keyboard Shortcuts

Improving efficiency for a scheduling admin is as easy as leveraging keyboard shortcuts available in the Schedule Editor.

Go take a look there are a lot of useful, timesaving shortcuts!