Wisdom WFO offers what may be the most comprehensive set of enterprise scheduling functionality that you can find.
With Wisdom WFO, the entire feature set is delivered via web interface to any web browser from a single multi tenant web server. Customers have the choice of hosted or on premise installation. Performance is always lightning fast regardless of location. Networked call centers are managed as a single resource. This means globally coordinated forecasts, schedules, break times, leave management, shrinkage buffers, training and meeting scheduling. Network level demand guides the optimization and re-optimization of all activities across all sites. Wisdom WFO supports site specific hours of operations with the option to rotate extended hours between sites. This allows some sites to close (or close early) on any cycle. For example some sites may close early/late on an n-week cycle and some sites may be open/closed on weekends according to an n-week cycle. Site-by site hours of operations is an optional configuration. By default, each scheduling groups has hours of operations that apply across all sites. Each customer can choose the level of simplicity or complexity that suits its own operations. Wisdom WFO also features multi-site floor planning and fully automated seat allocation. This is a fully integrated, web-based graphical floor planner.
Wisdom WFO manages user access based on security level and scheduling group access. Users with supervisor level permission can approve change requests for any of the groups that they are granted access to. Wisdom WFO also features granular customizable security by user. Agents can be given elevated rights to supervisor pages. Supervisors can be demoted from any page. Any control on any page can be disabled or hidden on a user by user basis. Roles based security allows these granular security settings to be assigned to roles and propagated to selected users.
Wisdom WFO includes customer configurable password policy. The policy definition includes the minimum complexity of the password and the number of failed login attempts that result in a lock-out.
Planners can work with forecasts and schedules in the time zone of their choice. Wisdom WFO automatically prepares globally coordinated forecasts and schedules no matter how many time zones are involved. Agents can view their schedules in their time zone of choice. Time zone selection appears on most pages as a drop list. This drop list features user persistence across pages. For example, if the user selects EST/EDT on one page, all of the users subsequent web application usage will default to the most recently selected time zone. Naturally each user has their own persistence. If the user logs out and returns, the time zone persistence continues until the user selects a different value.
Wisdom WFO features schedule scenarios that can be mixed and matched with forecast scenarios. Schedule Scenarios and Forecast Scenarios are saved, baseline, modified, undone and redone separately. This allows customers to roll back changes to forecasts without inadvertently loosing routine changes to schedules. There is no limit to the number of schedule scenarios. Only one schedule scenario can be published. Agents can only view published schedules. Schedule scenarios are stored and modified independently across scheduling groups. One planner’s modifications and rollbacks affect only his own scheduling groups with no collateral impact on the work of planners who manage different scheduling groups. This is highly advantageous compared to systems that offer baselines and scenarios in the form of an entire database restore point.
Wisdom WFO uses logic to provide agents with comfortable schedules that are perfectly optimized to a meaningful forecast. Workable schedules means higher conformance, lower absenteeism and fewer change requests. The logic for building schedules incorporates easily configurable rules for rotations, compressed work weeks, compensating time-off, fair rotations through less desirable shifts and the highest possible level of schedule consistency. Most agents get consistent start times and end times and consistent break and lunch timing across an n-week schedules cycle.
Building schedules is simple. Just click a button or create a production schedule for fully automated and unattended schedule production.
The schedule design includes automatic allocation of off phone activities – timed perfectly to co-inside with the lull’s between peak calling periods. The shrinkage buffer is created with ease. There is no need to inflate the forecast. Just provide a buffer percentage or use automatic shrinkage adjustment to create the exact scheduling buffer to offset historical absenteeism rates by time-of-day, day-of-week and holiday-effects.
Freshly created schedules are ready for production. Every minimum is satisfied and every threshold is respected. Agents see their own schedules on-line and have access to the most sophisticated tools on the market for trading, bidding, vacation management, detailed change requests, availability management and more. Agents even get to tell the system who their friends are for co-scheduling of breaks and lunches.
Wisdom WFO features single click schedule re-optimization of all schedules, selected schedules or selected agents across any range of dates.
The re-optimization can be performed across any number of specified scheduling groups, sites and by teams. The re-optimization algorithm runs in seconds per day (for a complete re-optimization). Planners can choose between re-optimizing all activity types or selectively re-optimize specified activities (breaks, training, coaching, paperwork, etc). Activities can be re-optimized within the day or across any range of days. The latter option will shift non-essential activities out of days with marginal staffing buffers and into days with more to spare.
Schedule Buffer Visibility
The anticipated staffing buffer or shortfall is integrated into key planning pages including:
- intraday schedule grid
- vacation approvals
- shift change approvals
- meeting scheduler
- schedule editing grid
This convenient presentation alligns the 15-minute interval schedule with the 15 minute interval forecast requirements, break allocations, on-phone resource levels and buffer/shortfall. Shortfalls are color coded red.
Wisdom WFO offers ever thing a planner could want for schedule change tracking and recovery. The available options include everything from a simple undo to detailed rollbacks of selected shifts to any moment in time.
These are the most detailed forms of schedule version control available in the industry. Changed shifts are automatically captured every 3 to 15 minutes. The frequency is configurable by the each scheduling group. Planners can roll back any number of shifts to any previously captured configuration. There are two different ways to do this: Detailed Rollbacks and Time-Based Roll-backs
With Detailed Rollbacks, the planner can preview all of the prior iterations of each shift and individually select the version that each shift is rolled back to.
With Time-Based Rollbacks, the planner can select a moment in time and roll back all shifts (or selected shifts) to a common moment.
All of these rollbacks are specific to the scheduling group. If a planner performs a roll-back, it is only their own scheduling group(s) that are affected.
A roll back to a baseline is broader than either of the previous two methods. All schedules in the scheduling group are affected. The nice thing about these baselines is that they are automatically captured on a customizable timetable. This approach ensures that there is always something to roll back to even if planners have never set or refreshed a manual baseline. The frequency can be a daily or as frequent as every 5-minutes. The auto baseline can capture just the current day or any number of rolling weeks forward. Each scheduling group can have a unique timetable and capture window.
In addition to automatically captured baselines, planners can reset and rollback the baseline for their own scheduling groups at any time, at the click of a button. There are separate baselines for forecasts and schedules. Rolling back are performed selectively for any date range and any selection of scheduling groups.
Tasks that have a potentially broad impact on the schedule automatically capture a baseline before running. Planners can elect to bypass the auto baseline if they wish.
Wisdom WFO makes it easy to find the best possible time for any list of meeting attendees. Planners select the meeting attendees, duration, possible date range, and possible times.
Meeting Search Results
Wisdom WFO returns a ranked list of possible meeting times. The highest ranked items have the highest schedule buffer and the fewest intersections with off phone activities (including breaks and lunches). The top ranked items usually have no intersections with off phone activities.
Planners can preview a meeting time from the hit list. The preview displays the schedule of all attendees with an overlay of the forecast requirements, available resource counts and scheduling buffer.
Planners can tweak any of the schedules of the attendees as needed. For example, if one of the attendees is has training that overlaps with the meeting preview, the planner can drag the break outside the meeting boundaries.
When the supervisor is ready to schedule the meeting, various options can be turned on including email notifications and outlook invitations. If the planner cancels or reschedules a meeting, the outlook invitations are automatically updated.
Wisdom WFO will automatically assigns any number of minutes of off phone activities to any number for schedules across any range of dates. Planners can set-up recurring requirements that are automatically assigned during the schedule building process. Any time after schedules are created, planners can easily add off-phone activities. Planners just select the scope of dates and agents. Wisdom WFO does all the rest. Processing takes seconds and the results always optimize the staffing buffer.
Floor Planning and Seat Allocation
Wisdom WFO includes a graphical floor plan designer and automatic seating optimization. Each site can have any number of floor plans. Each seat can be allocated to either a single scheduling group or to layered preferences of scheduling groups. Planners can reserve certain workstations for supervisors, disabled staff or for specified employees. For easier supervision, the seat allocation algorithm clusters agent in close proximity, by team and scheduling group.