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Workforce Management Automation: FAQs
Workforce Management Automation
Empower teams with EEM
Employee Engagement Manager (EEM) gives agents control over schedules with mobile self-service tools and automated intraday adjustments.
NiCE EEM is an intraday command center for workforce management, powered by AI-enabled business rules and insights. It gives agents mobile self-service tools to adjust schedules, trade shifts, and request time off while it quietly automates staffing updates in the background.
EEM automates real-time staffing changes, so your service levels stay on track even when demand shifts. Agents can manage their own schedules, and leaders can see the impact instantly without manual approvals or bottlenecks.
With EEM’s mobile app, agents can swap shifts, pick up extra hours, or request time off from their phone. They see updates instantly, so they can plan life around work without waiting for a manager’s reply.
By giving agents more control over their schedules and rewarding flexibility, EEM helps them feel valued and in control. Happier agents are more likely to stay, which keeps experience levels high and hiring costs low.
EEM can create real-time alerts for Adaptive Events and automatically adjust an agent’s schedule when they need a break, while keeping overall schedules for the day on track.
Meet SLAs with flexible staffing
Adjust schedules in real time, empower agents through self-service, and align staffing to demand.
Manage schedules from anywhere
Enable agents to manage their schedules with self-service tools for shift trades, time-off, extra hours, and KPI visibility.
Automate actions with AI rules
Use AI to create and manage business rules, automating actions while providing full visibility into staffing impacts.
Give agents more control
Reduce attrition by offering employees flexibility in their schedules and involving them in the scheduling process with self-service tools.
