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Workforce Management

Does Echopass provide Workforce Management capabilities?

Yes.  Echopass provides the Genesys Workforce Management application as our hosted WFM service (OEM model).  We also integrate with existing on-premise WFM systems, including IEX and Verint.

What does Echopass Workforce Management do?

Echopass WFM is a comprehensive, automated application for accurately forecasting, scheduling, and tracking the performance of the contact center.
Scheduling functionality allows agents to:

  • View other agents’ schedules
  • Request shift trades
  • Bid on shifts, highlighting shifts agents prefer and do not prefer
  • Automatically e-mail 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 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 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 on zero 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 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