Eleveo WFM accesses historical data collected by your contact center platform, providing a fact-basis for predicting the number of agents needed for a given period and enabling managers to visualize the impact of different scenarios (e.g., seasonal demand, upcoming promotional campaigns) on the demand for agent resources.
Eleveo WFM makes scheduling more precise and accurate by making it easy to schedule different queues (voice, chat or email) within the same schedule. We also make it easy to schedule agents with multiple skills to several different queues at the same time. Our algorithms calculate their contributions to each queue facilitating the creation of an optimized schedule.
Eleveo WFM provides an interactive adherence history for agents across voice and chat channels, letting managers know whether or to what extent an agent has strayed from their schedule.
Real-Time Adherence (RTA) allows supervisors to see in real time whether their agents are following their schedule. An immediate notification displays when an agent is out of adherence so that the supervisor can take action. This helps keep the contact center remain cost-effective and fulfill its expected SLAs.