Report
Report > Contact Volume > Enterprise Model
- Contact volume history (pick activity for review).
- Review last 6 weeks to look for anomalies.
Plan
Published schedule event summary report: Plan > All things time off > Time off reports > Enterprise model | Supervisor tree. Select Activity and date range. Select Show event details tab.
- Approve/deny time off requests.
Forecasting
Forecast > Forecast profiles
- Contact Volume and AHT: review and adjust as needed
Forecast > Published forecast
- Perform a quick forecast.
Scheduling
Schedule > Working schedules > [open schedule] >
- Review events and exceptions: Last minute approvals/denials
- Manage agent schedules: working schedule edits
- Reports/analysis
- Generate optimized schedule
- Publish schedule
Intraday
- Adherence
- Re-forecasting
- Intraday reports and real-time management: Report > Intraday analysis > Intraday performance monitor