• Key Features

    • 100% Web Based
    • Forecasting
    • Multi Skill Scheduling
    • Rule Based Scheduling
    • Real Time Adherence
    • Time Off Management
    • Agent Portal
    • Reporting
    U-WFM Presentation v1
  • 100% Web Based

    • 100% Web Based
    • Can be used on any mobile device
    • Multi Skill Scheduling
    • Minimal I.T. costs
    • Minimal infrastructure requirements
    • Low risk solution
    100%WebBased
  • Forecasting

    • Historical data modelling
    • Visualise customer trends
    • Drag and drop smoothing
    • Mass adjustments
    • Forecast combined or individual queues

     

    forecast
  • Multi Skill Scheduling

    • Schedule agents based on their individual skills
    • Optimise daily activities such as breaks and lunch
    • Add other activities to a schedule such as training and meetings
    • See Projected Service Level
    • Drag and drop functionality of schedules
    multiSkillScheduling
  • Rule Based Scheduling

    • Enter rules for agent working
    • Flexible or specified days on/off
    • Rotational Patterns
    Work Rules (002)
  • Real Time Adherence

    • Compare scheduled activity with actual activity
    • Identify poor agent behavior
    • Authorise instances of ‘Out of Adherence’
    • Agent receive a % score
    • Full reporting
    realtime-adherence
  • Time Off Management

    • Create caps on holiday allowance each day
    • Limit agents holiday per year
    • Colour coded Holiday calendar
    • Automatically or manually approve/decline holiday requests
    timeOffManagement
  • Agent Portal

    • Agents can log in from anywhere
    • Use any device
    • View days and times of work
    • Request holidays
    • View holiday availability
    • Autmomated Shift Swapping
    agentPortal
  • Reporting

    • View actual contact volume vs. forecast
    • Report on all aspects of scheduled activities for all agents
    • Adherence Reporting
    reporting