Workforce Scheduling

Workforce Scheduling is an optional application that enables you to create employee schedules. Using historical data, Workforce Scheduling forecasts the number of employees required to meet your contact center's Service Level objectives.

Note:

Access to Workforce Scheduling features is dependent on your administrative-set security role.

Using Workforce Scheduling in conjunction with MiContact Center Business, you can
  • Customize schedules
  • Forecast scheduling requirements
  • Match an employee’s skills to those skills required for jobs in each schedule
  • View the distribution of employees across each schedule
  • Print schedule reports

There are two optional applications that work in conjunction with Workforce Scheduling: Schedule Adherence and Employee Portal. For more information on these applications, see "Schedule Adherence" and "Employee Portal".

Parent topic: Welcome
↑