Workforce management
Forecast the work. Schedule the team. Manage adherence.
Voz360 workforce management brings forecasting, scheduling and real-time schedule adherence into your customer service operation. Plan coverage from service demand, publish shifts and manage the differences between the schedule and the work happening now.
THE WORKFLOW, EXPLAINED
What does Voz360 workforce management include?
Voz360 workforce management includes forecasting, scheduling and real-time schedule adherence and management. Planners can connect expected service demand to staffing schedules, while supervisors review the shift in progress and use operational reports to investigate coverage and activity.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Workforce management
Build the staffing plan around expected service demand
Forecasting helps planners turn service history and operating targets into a staffing view. Use the inputs and assumptions behind the estimate to discuss coverage before committing the schedule.
Forecast service demand as part of workforce planning.
Use historical volume and handling information in staffing estimates.
Account for service targets, occupancy and shrinkage assumptions.
Review the planning inputs when demand or service requirements change.
Workforce management
Turn the plan into shifts the team can work
Scheduling translates the staffing plan into agent shifts and activities. Keep draft plans separate from published schedules, and manage the requests that change availability during normal team operations.
Create and publish agent schedules.
Plan shifts and the activities within them.
Manage time-off and shift-swap requests.
Give agents a view of their own published schedule.
Workforce management
Manage the gap between the schedule and current activity
Real-time schedule adherence shows how recorded agent activity compares with the plan. This gives the operations team a way to inspect coverage and exceptions during the day, rather than waiting until the shift is over.
Compare scheduled activities with recorded agent states.
Use configured allowed states and grace rules in adherence review.
Inspect real-time schedule adherence as service is happening.
Manage exceptions and review the operational context before acting on a difference.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Prepare for a busy service window
A team expects more contacts during a recurring demand peak. The staffing plan should be reviewed against the work and the activity recorded during the shift.
- 01
Forecast
Review expected demand for the relevant service periods.
- 02
Schedule
Plan staffing and the activities needed to cover that demand.
- 03
Manage
Compare the live shift with the published schedule.
- 04
Review
Use adherence and reporting to inform the next planning cycle.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind workforce management.
Is schedule adherence the same as payroll attendance?
Schedule adherence compares planned activities with recorded agent work states. It is an operational measure for managing the service schedule, rather than a claim about payroll attendance.
MAKE THE EVALUATION SPECIFIC
Connect the staffing plan to the service operation.
Bring a demand pattern, a shift structure and your adherence questions.