Exploring Workforce Optimization for HR

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Exploring Workforce Optimization for HR

    Workforce Optimization for HR is designed to enhance workforce management efficiency by enabling managers to monitor real-time agent performance across various channels and queues. This tool assists in scheduling, skill assessment, and performance tracking to meet customer demands effectively.

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    Key Features

    • Manager Workspace: Provides a real-time view of workload and team performance through advanced metrics, including KPIs such as current case volume, SLA performance, and age of open cases.
    • Scheduling: Allows managers to assign shifts, define breaks, manage time-off approvals, and create on-call shifts for escalation handling.
    • Schedule Adherence: Monitors adherence to planned schedules, enabling timely adjustments to improve team performance and compliance tracking.
    • Teams Management: Facilitates performance trend analysis, KPI application across teams, and detailed agent performance monitoring, including skills and coaching needs.
    • Coaching and Skills Assessment: Automates assessment of agent skills, identifies coaching opportunities, and tracks training from various learning management systems.

    Key Outcomes

    By utilizing Workforce Optimization for HR, organizations can expect improved team performance through better scheduling, skill development, and real-time monitoring. Managers will have the tools to enhance agent capabilities, leading to higher customer satisfaction and operational efficiency.

    Use Workforce Optimization for HR to optimize your workforce and manage your teams efficiently.

    Manage and monitor the real-time work being done by your agents across different channels and queues. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams to provide better coverage with integrated channel management.

    As a manager, you can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your teams performance, and manage the schedule of all agents in your assignment group—all from a unified location.

    As an agent, you can manage your own schedule, access the schedule of your peers and request time off or shift swaps.

    Manager workspace landing page

    The landing page provides a real-time overview of the current workload and the team performance. View the following metrics using advance score cards, combo cards, and line charts having multiple data sets such as:
    • KPIs: Today's cases, This week's case volume by status, Open cases by service, Last updated open cases by age (No of days)
    • Closed cases - SLA met vs. SLA breached: Open case by backlog (line graph of closed cases), Open case by age (graph of 10-15 days, 15-30 days, more than 30 days)
    • Approvals: You can see the list of approvals of time offs.

    Scheduling

    Access your teams' calendar to know which agents are scheduled for coverage and which agents have taken time off.

    Using Scheduling, you can also:

    • Assign agents to shifts.
    • Define break time.
    • Preview and publish team schedule.
    • Approve agent time-off or shift-swap requests.
    • Create on-call shifts and assign primary, secondary rotation groups to handle escalation scenarios.
    For more information, see Scheduling in Workforce Optimization for HR.

    Schedule Adherence

    Access your teams' calendar to know which agents adhered to their planned schedules and make timely decisions to increase your team's performance by setting expected adherence targets.

    Using Schedule Adherence, you can also:

    • Configure and tweak the schedule adherence and conformance formulas and properties so that you can customize them for your organization.
    • Access the schedule of all of your teams from one location and gain insights on whether your team is complying with published schedules.
    • Analyze the historical time attendance of your team members.
    • View planned versus actual historical data for your team and individual agents.

    Teams

    Monitor performance trends for your teams using KPI groups. Create a set of KPIs and apply them to all groups within a team and assess team performance from one location.

    Using Teams, you can also:

    • Identify all the teams you manage as well as the ones you have visibility into.
    • Analyze the KPIs that are crucial for your team.
    • Drill into agents within each team and monitor their performance.
    • Access each agent's profile to view details such as their manager, peers, and assignment groups.
    • Drill down into each agent's skills or recommend them for coaching.
    For more information, see Teams in Workforce Optimization for HR.

    Coaching and Skills Assessment

    Enhance the quality of work done by your agents using Coaching. Assess agent skills and recommend the ones that they require to resolve issues. Identify coaching opportunities based on the recommendation and train the agents to acquire those skills.

    Using Coaching, you can also:

    • Automate the scoring, grading, and assessment of agent skills.
    • Use coaching opportunities to create assessments.
    • Track training assigned to agents based on their assessments.
    • Analyze the skill gap and recommend training.
    • Managers can assign courses to agents from third-party learning management systems (LMS), such as Udemy, Pluralsight, and Cornerstone OnDemand.
    For more information, see Coaching in Workforce Optimization for HR