Workforce Optimization for HR Overview

Workforce Optimization for HR simplifies the daily routine of HR Agent Managers to develop high-performing teams by optimizing schedules and work assignments, respond to ad hoc changes in real time, manage time-off requests and providing the skills they need to succeed—all in one workspace.

Workforce Optimization for HR

Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for HR. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.

The application is available on configurable workspaces. Administrators can configure and customize the workspace using the application capabilities to complete the service objectives efficiently.

Workforce Optimization for HR WFO enables you to do these tasks:
  • Gain real-time visibility into work items, escalations, and KPIs by each channel so you can manage for optimal performance.
  • Manage normal work shifts and on-call shifts from one, centralized experience. Track shift coverage, swaps, and time off requests.
  • Forecast agent demand with precision modeling demand scenarios to analyze impact to agent schedules, and update forecast to properly staff for demand surges.
  • Empower agents with the skills they need to succeed using internal and external learning management platforms.

Workforce Optimization for HR key features

Automating employee coaching and training
Assess your team's performance  and set coaching plans to improve their skills.
Integrated application data
Drive workforce optimization effectively by managing schedules, shifts, and queues for your teams. You can assess skills, automate agent recommendations based on those skills, and provide mentoring opportunities for employees.
Scheduling

Manage the scheduling for your organization from a central location. You can create shift plans, schedule plans, assign agents to shifts, and publish the schedules. Manage teams' approvals, swap agents' shifts, and forecast agent staffing scenarios.

Team performance

You can organize each of your teams into assignment groups. You can define a set of key Performance Indicators (KPIs) to analyze the performance of all groups within that team. From a central location, you can drill into the metrics for a group, an agent, or an incident within that team.

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Additional resources