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Workforce Management

Workforce Management

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Improvements to our WFM product

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1 result found

  1. Forecast Phones/Chat Workload Based on Historical w/ Fixed Minimum Requirement

    The ability to allow the system to generate the FTE requirement for the workloads for Chat and Phone based on historical arrival patterns, but to also have a fixed minimum requirement (ie. 1 or 2) to protect the workstream in the event that there's no requirement to guarantee that the workstream will still have some coverage. It would be helpful to not have the min requirement to be added to the historical forecast when the historical exceeds the min requirement, but only utilize the min when the requirement based on the forecast would fall below the min. required set.

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