Workforce Optimization for Customer Service

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：4分

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

    Watch this short video to see how managers use Workforce Optimization for Customer Service.

    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 Customer Service

    Customer Service Management (CSM) enables you to do these tasks:
    • Assess real-time operations and performance of teams and agents across different channels and queues.
    • Keep track of ongoing work and provide real-time help to team members for better customer experience.
    • Helps organizations ensure that their managers only see the data and views of relevant teams
    • Monitor and measure team performance and provide feedback using assessments.
    • Predict and recommend skills for agents.
    • Identify opportunities to coach and train your teams.

    Key Features

    Managing work using channels and queues
    Manage pending work items from customers, daily work routine of agents, and balance work load between agents adhering to promised SLAs. Automatically route and assign work items to agents based on availability, capacity, and skills. Monitor the health of your queues reviewing real-time performance and jump in to help with escalations.
    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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