Workforce Management (WFM) tools are a set of applications to help Contact Center Admins, Supervisors, and Agents create, use, and evaluate schedules for each Team in a Contact Center.

For larger Contact Centers, these WFM tools can be an invaluable resource to save time, save money, and improve the agent experience.

There's a few key pieces of information which is valuable for WFM tools to operate and provide value for your Contact Center:

Agent & Team Data

• Includes the Names and emails of all Agents and which Team(s) they are assigned to
• Used to identify which Agents are part of which Teams, and link the Agent's account between Genius and the WFM system

Team Call Traffic Data

• Includes the Call Traffic data for a period of time (e.g. last 24 hours), usually broken down by a specific time period (e.g. hourly)
• Tells the WFM system the normal amount of traffic for a given day of week and time of day
• Will be utilized in forecasting activities to help predict how many Agents are needed for each shift

Agent Timeline/Status Data

• Actuals data which tells us which statuses the Agents were in at different times of day
• Tells the WFM system what Agents are doing at different parts of their day, such as when the Agent took their Break vs. when they were taking calls
• Will be utilized in Analyze & Improve activities to determine if Agents are showing up to shift on time, taking breaks at the right time, and generally complying with the schedule

Agent Performance Data

• Actuals data which tells us key performance statistics for each Agent
• Tells the WFM system what tasks the Agents are completing and how long it takes
• Will be utilized in Analyze & Improve activities to understand if the Agents accomplished their goals for a given shift and why

Genius + Workforce Management

For working in Genius alongside Workforce Management, AVOXI can provide integrations to WFM software to help assist in this process using the real Contact Center data your organization generates within Genius.

If you would like to know more, please reach out to your Account Manager or support@avoxi.com and we can let you know more about specific integrations, and also make sure to check our API documentation if you're interested in utilizing some of this data within your business.