Wisdom WFM Features
All features can be customized, hidden or restricted based on business rules and requirements.
Dashboard
Customize your quick links, view your schedule at a glance, action pending requests and reports.
Agent Configuration
Configure agent profile details such as locations, team, hired date, available times and much more.
Shift Trade
Intelligent shift trading module that only displays relevant candidates and cleans up on completion.
Shift Change
Request to change your start time, break times, add or remove activities.
Leave Requests
Submit full and partial leaves for single or multiple days.
Bidding Admin
Create bidding rosters with bid timers and agent queues.
My Friends
Add your friends and when possible the system will co-schedule your lunch and breaks!
Forecasting
Ask about our calibrated risk forecasts and what makes them different!
Forecast Tuning
Multiple tuning options such as scale by volume and duration. Revert changes with full undo / redo functionality.
Annotations
Annotate outliers during the day. Optionally use the annotated changes during the next forecast creation.
Scheduling
Created complex schedules easily. Agent assignments, preferences, and leaves are all optimized in a single click.
1 Day Grid
Unplanned and manual changes can be made using our simple drag-drop schedule editor
Exception Management
Add partial or full day exceptions quickly and easily.
Schedule Optimizations
Optimize your schedule after making changes. Optimize for multiple agents across multiple days in a single click.
Change Notifications
Automatic in-app and email notifications to agents whose schedules have been modified!
Meeting Scheduler
Schedule meetings for the most optimal time based on the attendees and forecast
Activity Allocations
Allocate activities to specific agents, a team, or a group. Automatically allocate based on forecast overages.
Reporting
Hundreds of preconfigured reports available at your fingertips. All reports are customizable.
Adherence
Real-time look at the activity users are performing. Integrated directly with the ACD with transaction markers.
Baselines
Automatic baselines created every time a critical action is performed. Never lose data again!
Process Monitor
View real time logs of all jobs and actions performed on the system.