Scheduling & forecasting

Our WEM software provides a number of contact center scheduling options, each of which can be used separately, or in conjunction with one another.  

1. Preference-Based Scheduling: When running Preference-Based Scheduler, Workforce Management will optimize and generate schedules based on the contact center's staffing requirements and agents' preferences.

2. Agentless or Template-Based Scheduling: Once templates have been defined, empty schedules are generated based on optimal staffing requirements and user-defined coverage rules. Agents are then automatically assigned to schedules based on agent or supervisor preferences. Template-based scheduling can also create overtime schedules and to map out ideal staffing plans during recruitment and shift reviews.

3. Rosters: The Roster Manager is designed to assist clients with a rigid rotation of schedules over a period of several weeks. The roster feature can seamlessly schedule agents for weeks and even months ahead. This approach to scheduling is the least flexible and frequently the least optimal, but in environments where rotating shift plans are agreed well in advance, the approach may be the only realistic option.

The workforce modules in Alvaria's WEM base package can forecast, schedule, and track (IDP) for multiple sites without the need for additional changes. Agents can be assigned to specific sites or used in other sites. The base package also includes a module which offers advanced networking and staff scheduling capabilities to provide a global perspective for centers that share contacts across multiple sites.

Our flexible shift bid feature enables companies to offer 'build your own schedule ' capabilities to gig economy contact center staff while ensuring the resulting schedules will meet business rules set by the contact center forecasting software.

Yes, there is a standard segment import feature that is used for uploading schedules in bulk for contact center scheduling.