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Workforce Management (WFM)

Scrap the spreadsheet!

CXone Workforce Management (WFM) is an advanced forecasting and scheduling solution that can help you reach your contact center goals.​ Now you can compete by evolving past the spreadsheet. CXOne WFM will help your organization with the following capabilities:

Advanced forecasting algorithms
- increase accuracy using sophisticated time-series forecasting methods, “what-if” modeling and automated analysis and tracking.

Multi-skill and multi-site support -​ generate forecasts at the enterprise level while locally managing agent schedules and performance across multiple locations.

Concurrent schedule optimization - ​achieve greater staffing efficiency over manual schedule assignment methods by generating agent schedules concurrently.

Multi-criteria schedule assignment​
- combine your business rules with your agent preferences to c​reate an efficient schedule that results in a win/win for the business and agent.​

True pure cloud solution
- lower total cost of ownership with continueous delivery of new functionality without having to perform upgrades.

Agent and Supervisor portal​ - empower both supervisors and agents with the tool to self-manage schedule exceptions, overtime and voluntary time-off (VTO​).​

CXone WFM provides the power and flexibility business needs to manage their contact centers. ​Specifically it provides:

  • Produce accurate forecasts based upon your center’s history volume of interactions
  • Generate efficient schedules using your work-rule parameters
  • Proactively optimize intraday schedules and performance
  • Empower agents to self-manage schedule availability

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