Take the headaches out of managing agent PTO with the contact center time off management solution from CommunityWFM workforce management software. Whether you're importing data from an API integration or Excel, managing PTO and sick leave hours is a simple process. With the ability to support negative balances and a unique bidding process with instant results, CommunityWFM provides one of the most modern and sophisticated time off management solutions for contact centers on the market today.
Imagine if your agents could know whether or not they were able to get the days off they wanted before creating a PTO request?
Reduce the overall number of submissions your team handles with paid time off management from CommunityWFM. Create color coded calendars for different agent groups and let agents see in real-time the likeliness of their single or multi-day request being approved.
Best of all, rules can be created and configured by a WFM analyst for each calendar. Do you need different rules for different agents or departments? No problem. Highly customizable rules and discrete settings enable unique scenarios based on an agent group, shift time, wait list status, historical data, and more. It's a simplified approach for your contact center that results in less manual work and lower contact center absenteeism.
CommunityWFM has built one of the most powerful and customizable contact center time off management solutions. Below are some of the most popular capabilities.
When you utilize time off bidding, you're often all-in with the technology. We are proud to provide one of the most robust time off bidding solutions in the industry.
One of the unique factors that makes CommunityWFM time off bidding different from the competition is the instantaneous and automated nature of the bidding process.
CommunityWFM time off bidding allows for fully automated bidding rounds with varying rules. When an agent participates in a bid, they can see in real-time through a color coded calendar the likeliness that their bid will be successful. This process helps to reduce the need for rebidding in many scenarios.
Let your preferred agents bid first with confidence and automatically open and close different steps in the time off bidding process. It's a powerful approach to contact center time off bidding.
There are many workforce management solutions on the market today which offer little to no time off management capabilities. Not only does CommunityWFM provide time off management as part of its core product offering, the features and functionality offered go above and beyond to help a contact center meet their business needs and improve agent morale.
There are three parts of the CommunityWFM time off management solution that are commonly praised by users.
Time off management within CommunityWFM is a true end-to-end solution that makes a difference in improving the performance metrics of a contact center.
Simply put, CommunityWFM takes the guesswork out of time off management and simplifies the process in many different ways.
A common theme of the ways listed above is the ability to make the time off management solution fit the unique needs of a contact center. This high level of customization is really the primary way the technology saves time and money. It creates an environment of efficiency that reduces operational costs and creates a happier agent workplace.
Absolutely. CommunityWFM has a dedicated team who is able to work with customers to configure each unique integration to ensure it meets the needs and demands of each system.
CommunityWFM also supports uploads from Excel with a streamlined data mapping process to ensure each agent receives the right amount of time off hours. This process only takes a few minutes and is often preferred by contact centers looking to reduce overhead integration efforts.
Time off bidding in CommunityWFM leverages our unique and powerful agent scheduling bid engine to create one of the most streamlined experiences available to contact centers on the market today.
The process involves creating bidding rounds that are fully automated and can be configured to have varying and customized rules. Many components of this process are conveyed through a color coded bidding calendar where agents can see how likely they are to have a successful bid for their days off. For example, spring break or other peak seasons may be displayed as red on the calendar because it’s a commonly requested day off.
In addition to having color coded probabilities for successful bid submissions, contact centers can allow preferred groups of agents to bid first. Does your contact center value performance metrics the most? How about seniority? Maybe service level is the top metric? What about a mix of all three? CommunityWFM enables a contact center to let any group they desire bid first to reward agent performance in relation to their company culture and goals.
