ASAM, integrated with the phone system and the agent mobile app, provides an automated and streamlined approach to track agent arrival and attendance. The attendance monitor in ASAM allows supervisors to view agents as they arrive by specific time intervals, and the arrival detail console provides a dashboard of an agent’s status while streamlining the process of managing exceptions with agents in regards to their attendance.
Companies rely on ASSK to provide schedule adjustment options within their contact center workforce management solution. When implemented, flexible and unstructured events such as compliance tasks or training can be placed onto the schedules of agents. Each agent can then choose when they want to complete the event, including during off hours. Every selected time is automatically approved or denied based on preconfigured business rules to ensure the event does not conflict with an existing schedule.
The core focus of the scheduling software within CommunityWFM is to ensure your contact center operations have a fully streamlined scheduling process. This means CommunityWFM helps to ensure you have the right number of agents at the right time while still managing to stay within budget.
There are three key components of the CommunityWFM scheduling software solution that stand out and make efficient scheduling possible.
Many companies rely on CommunityWFM to schedule their contact center because the technology creates accurate schedules quickly while still allowing for the human elements of flexibility and choice. The technology has some of the most advanced scheduling features available to contact centers.
Simply put, scheduling is one of the core workforce management tools found in CommunityWFM. Many years have been dedicated to getting scheduling right in a way that makes sense for everyone working in a contact center. Below are a few of the more common ways the CommunityWFM scheduling software solution is leveraged each day by contact centers around the world.
Scheduling within CommunityWFM focuses on getting the day off on the right foot while still being able to access schedules to make changes and react effectively to whatever situation is thrown your way.
Absolutely. Schedule bidding is important to contact centers because it’s an automated way to improve agent productivity, retention, and morale. If an agent gets to have a say in when they work it can only be a good thing. The bidding process also reduces the need for a schedule to be made in the traditional way.
Regarding exactly how schedule bidding works, an agent will typically log into their agent portal (i.e. an employee self service area) and click on the bidding section. Here they will see unique schedule options with dynamic color coding that indicates the probability of bid success for each agent. Once bidding ends, the schedule is created automatically and all agents will be sent their schedule by the CommunityWFM contact center workforce management software solution. It's auto scheduling for the modern era.
Yes, and in many different ways. One of the core focal points of the CommunityWFM scheduling tool is empowering contact centers so they can staff up or down quickly based on agent availability and call volumes in just a few clicks.
However, adding any type of agent isn’t the right approach. In the CommunityWFM solution it’s possible to segment which agents – whether based on a certain skill, total hours worked, or other factors – you want to add to ensure service levels are being met. This works in conjunction with attendance tracking tools and call volumes to create a streamlined scheduling process.
Lastly, sometimes agent schedules need to be adjusted quickly to maintain levels. The contact center scheduling tools found in CommunityWFM not only enables quick scheduling changes but also tracks channels worked, adherence, and additional metrics that are valuable to contact center success. All of this leads to optimized schedules for agents across single or multiple shifts and a reduction in manual scheduling adjustments to historical data.
