Does your Workforce Scheduling Software Deliver these Reports?
Optimal resource scheduling requires accurate forecasting of work volume and staff requirements. Workforce management (WFM) software makes it easier to specify shift patterns and daily duties, and factor in the skill sets and preferences of individual agents.
This information should be delivered via reports. But if your system is not delivering the information you need, or is providing that data in a way that is difficult to decipher, it might be time to consider a new WFM solution. This is particularly important since the responsibility of WFM does not end with the production of an accurate schedule.
If you are ready to consider a new WFM system, be sure to ask about the reporting options that can make a positive difference at your contact center. These include:
- The Hours Worked Report: this report makes it easier to observe the breakdown and summary of assigned activities, balance multiple types of work, and handle other backlog issues
- The Agent Status Report: Compare this report with the Hours Worked Report for new insights into workload distribution and productivity
- The Service Performance Report: Compare “How we did” results to “What we expected” numbers.
- The Coverage Report: Reveals gaps in staffing.
These are just some of the capabilities of Monet WFM. Find out why we call it “Call Center Workforce Management Made Easy.”
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is