Workforce Scheduling (WFM) Schedule Manager consists of functionality which supports all the activities needed to maintain a productive workforce; it is the process of balancing work to be completed with the resources available to complete that work. First the expected workload must be determined, and secondly resources must be allocated.
Workforce Scheduling Schedule Manager includes:
- Event Management
- Vacation ManagementForecasting
- Scheduling
- Reports
- Shift Trades
- Adherence / conformance to schedule
The Workforce Scheduling Schedule Manager solution allows you to predict and to optimize scheduling, staff levels, workloads, and campaign timetables of your call center agents.
All agent information that has been created in the Administrator Portal is brought into Workforce Scheduling Schedule Manager automatically. For example, any time you create an agent, delete an agent, assign a skillset to an agent, etc., this information will be automatically updated in WFM; this means you do not have to manually enter this information in to WFMSchedule Manager.