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Workforce Management (WFM)

Does Echopass provide Workforce Management?

Yes. Echopass provides the Genesys Workforce Management application as our cloud-based WFM service. We also integrate with existing on-premise Workforce Management systems, including NICE, IEX, Verint and others if our clients wish to retain a legacy application as part of their overall solution.

What does Workforce Management do?

Echopass WFM is a comprehensive, automated application for forecasting, scheduling and adherence. Scheduling functionality allows agents to:

  • View other agent schedules
  • Request shift trades
  • Bid on shifts, highlighting shifts agents prefer and do not prefer
  • Automatically email updates to both agents and supervisors
  • Verify compliance with union regulations

What supervisor tools are included in Echopass Workforce Management?

Supervisor tools for managing and enhancing agent performance are presented through comprehensive Supervisor dashboards and reports.  The dashboards provide:

  • Visibility into real-time adherence
  • Variances between plan vs. actual metrics
  • Intra-day views

Does the Echopass Workforce Management support forecasting for multiple sites and multi skilled agents?

Yes. Echopass Workforce Management can forecast call and work allocation between multiple sites and multi skilled agents.  Echopass Workforce Management can also use external data such as business information about the volume of accounts and first-call resolution rates in order to provide more accurate predictions. 

Is the Echopass Workforce Management model adjustable for unusual events or key business drivers?

Yes. The Echopass WFM application builds optimal schedules within the contact center's business constraints.  Examples of constraints considered are:

  • Available resources with required skills
  • Staffing requirements
  • Employment contracts and business policies
  • Agent preferences

Can the Echopass Workforce Management forecast based on historical data?

Yes. Through its multiple forecasting engines, the Echopass Workforce Management application provides the ability to generate forecasts based upon up to five years of historical data. Using a forecasting wizard, administrators can specify date ranges of historical data to consider, as well as days or intervals of historical data to include/ignore for each activity configured within the system.

Does the Echopass Workforce Management scheduler allow scheduling over multiple sites?

Yes.  Echopass Workforce Management emulates work allocation of multi-skilled agents across multiple sites.  This is performed by distributing the forecasted staffing requirements for all work activities to the appropriately skilled agents. 

Does the Echopass Workforce Management scheduler allow for agent preference scheduling?

Yes. The Echopass Workforce Management application includes a web interface that allows agents to:

  • View schedules and personal information
  • Enter preferences for shifts days off and availability
  • Create, manage, and respond to schedule trade requests
  • Request time off
  • Bid for shifts