Workforce Management Training

workforce

Workforce Overview

  • Workforce Management Overview
    • Workforce Management cycle
    • Workforce Management (WFM) components
    • Features and benefits
  • WFM Configuration Utility and Options
    • Navigation
    • Configuration module rules
  • WFM Policy Options
    • Hours of operations
    • Contracts and Shifts
    • Shift sequences
    • Assignment of contracts
  • Forecasting and Scheduling
    • Create and publish forecast
    • Create and publish schedule
    • View Schedule in WFM Web Agent

Configuration Advanced Topics and Config Utility

  • WFM Configuration Options
    • WFM
    • Synchronization
    • Multiple activities
    • Organization
      • Teams
      • Business Unit
    • Schedule State Groups
  • Advanced Policies
    • Contracts
    • Shifts
    • Rotating pattern

WFM Web supervisor

  • Policies
    • Meeting Planner
    • Exceptions
    • Marked time

Forecasting Advanced Topics

  • Create, modify and publish a forecast scenario
  • Build a staffing scenario (calculated vs required)
  • Demonstrate the difference in staffing scenarios as the service levels objectives
  • Overlays and events
  • Templates
  • Staffing Shrinkage calculations

Pre-ScheduleActivities

  • WFM Web Agent preferences
  • Add, review, filter and delete calendar items
  • Grant or Decline calendar items
  • Calendar wait list

Scheduling Advanced Topics

  • Create, modify and publish a schedule
  • Validate schedules based on calculated and required values
  • Create a preference based schedule
  • Insert and edit shift items
  • Create profile schedule
  • Sorting and schedule view options
  • Coverage and head count level
  • Swap agent schedules
  • Preference based schedule
  • Multiple wizard
  • Master schedule management
  • Meeting Scheduler

Measuring Success

  • Performance
    • Display views
    • Alerts
    • “What if” calculations
    • Performance Reports
  • Adherence
    • Define and apply adherence to scenario
    • Detail and Graphical views
    • Filter
    • Adherence Reports

Time Off Management

  • Time Off Configuration
  • Types, rules and limits
  • Request and approval process
  • Time off Reports

Post Schedule Activities

  • Manage the Agent Trading
    • Agent Trade proposals
    • Supervisor approval
  • Create an agent bidding scenario
  • Manage Agent Initiated Exceptions

Multisite forecasting andScheduling

  • Creating a multi-site activity
  • Split a Forecast between sites
  • Schedule agents across site.

WFM Review

  • Case Studies
  • Configuration Review
  • Forecasting Review
  • Scheduling Review

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