The CommunityWFM contact center agent portal serves as the agent's personal browser-based scheduling and communication hub. Here agents can manage their schedules, review adherence, and receive and respond to all related communication. Keep your agents in the loop whether they are on site, at home, or on-the-go.
So, what is a WFM agent portal and what can it do for your business? It's a contact center agent software solution to streamline agent communication and make agents happier. Best of all, the portal can be configured to one of four languages (English, French, Portuguese, Spanish) for every individual agent.
The Agent Portal empowers agents with the ability to bid on upcoming schedules. Available schedules are presorted based on individual agent start times and days off. Agents can like, dislike and bookmark schedules based on preference, and each schedule is color coded to designate the likelihood that an agent will secure their shifts of choice.
The core objective of the agent portal technology within CommunityWFM is to provide modern contact centers with an improved and streamlined communication process.
Three areas in particular stand out as key differentiators with our agent portal solution.
The agent portal solution brings together multiple communication features to improve agent morale, attendance, and productivity. Contact centers see a significant improvement in internal communication after deploying our agent portal solution.
Communicating with agents has become more complex. Companies need to manage toggling between multiple channels to not only speak with agents but also to track down specific agent information (such as time off preferences). CommunityWFM was created by workforce management experts to create efficient and streamline agent experiences.
One additional stand out feature of the agent portal is the dynamic and automated bidding engine which is utilized for both shifts and time off. The engine enables agents to select their top shift preferences each week. Agents can also bid on time off with customized dates and wait lists.
CommunityWFM provides agent portal technology that offers a single location for agents to find detailed information about their past and future shifts. With information around both accurate start and end times, every agent can view the same adherence metrics that their management team has access to. This improves transparency in the contact center and promotes an environment of fairness and agent respect.
Another way agents can proactively improve their communication and the way they work with the agent portal is through the streamlined time off experience. As the primary location for agents to manage everything related to time off, the agent portal stores information around current time off balances and accrual rates. These metrics can also be linked directly with an HR system. In addition, agents can request time off as a single or recurring event and pending/upcoming time off can be viewed at any time by an agent.
English, Spanish, French Canadian, and Brazilian Portuguese are the four language options available for agents to use within the portal. Agents can be configured with language preferences at either an individual or group level by an administrator.
