CommunityWFM contact center intraday management software delivers eight wizard-based strategies for flexing agent schedules through the Automated Schedule Adjustment Plans (ASAP) framework. Schedulers simply identify the parameters for their WFM intraday management schedule adjustment strategy and CommunityWFM will identify the qualified agents, make the necessary schedule adjustments and notify all impacted agents.
For the first time in history, CommunityWFM has streamlined the call center intraday workforce management process with Automated Schedule Adjustment Plans (ASAP). Now, rather than managing contact center scheduling on a single, ad-hoc basis, supervisors can efficiently flex the schedules of their entire agent WFM intraday workforce and deliver messages on six distinct notification channels with just a few entries.
Agents can receive offers for overtime or under-time and accept or decline those offers on any one, combination of or all of your notification channels of choice. Accepted offers will automatically update the schedules and ASAP will automatically notify the agents again on those same channels.
The one-of-a kind, imbedded communication framework within CommunityWFM will transform your contact center team into an agile workforce, increasing your ability to sustain a consistent level of customer service. When a schedule adjustment has been made, CommunityWFM will instantly notify all impacted agents through preferred channels. Plus, the communication framework enables agents to accept overtime offers and submit time-off requests for approval.