In the contact center, it’s critically important to ensure that the right employees are on hand at the right time to meet customer demand, so forecasts and schedules are prepared weeks or months in advance. Workforce managers review and monitor them again and again to make sure that they’re on track and that agents are adhering to their schedules. But changes are inevitable. This guide provides a general description of the CXone WFM’s intraday management and real-time adherence (RTA) functionality and a collection of suggestions to address common scenarios during usage.
Scheduling in CXone WFM: Maximizing efficiency and boosting flexibility
Scheduling shifts in the contact center can be difficult. Circumstances can cause sudden changes, like moving scheduled activities when things are frenzied or adding a training session when you have enough employees to meet staffing requirements.