Workforce management

Workforce management

Workforce management in support operations provides invaluable data for team resource planning, tracking fluctuations in user requests both by the time of their activity and by specialists' work channels.

Forecasting

Forecast the incoming volume based on current trends, release cycles, and plan your hires and shifts accordingly

Analyze agent workload at specific times to adjust schedules and overall resource planning

Utilization control

Shift management

Creating agent shifts, scheduling them for forecasting, and controlling the number of agents on shift at any given time