Getting Started with Workforce Management
Introduction:
LinkLive Workforce Management is an artificial intelligence (AI) enabled forecasting and scheduling solution designed to ensure optimal staffing levels by providing accurate demand forecasts, factoring in historical data, seasonality, and even external factors such as traffic and weather. Workforce Management will allow supervisors to make informed decisions on scheduling, shift swaps, and PTO requests while maintaining strict SLA targets. This solution offers:
AI-powered forecasting: Ensure accurate staffing by factoring in historical data and seasonality.
Real-time adjustments: Drive optimal agent scheduling and workload balance.
Maintain SLA targets: Staff appropriately to hit your targets while accommodating agent PTO requests and shift swaps.
Six-week Demand Forecast: Get ahead of schedule with informed decision-making and adherence to service levels.
Tighter schedules: Maximize flexibility and optimize staffing with 15-minute schedule blocks.
LinkLive Workforce Management utilizes advanced AI to create forecasts from actual, historical data at a 4-to-1 ratio, meaning that one accurate week of forecasted activity is built from the four previous weeks of actual activity. Schedules are created from accurate demand forecast data, using an Erlang-C model, to ensure appropriate staffing and service level adherence.
Purpose of this Guide:
This guide is intended to inform agents, supervisors, and administrators about how to use LinkLive Workforce Management successfully. It will cover how to set up the Workforce Management solution, and how to use it daily, in the roles described above, and it will include frequently asked questions to guide users as they navigate the solution.
Key Benefits:
LinkLive Workforce Management was designed for the modern contact center. By offering accurate forecasts, supervisors can ensure that their contact center always has enough staff to quickly and efficiently respond to customer inquiries and also hit their service level agreement targets. By offering agents a view into their coming schedules and the ability to request shift swaps, claim shifts and request personal time off, agents are prepared for the weeks ahead. All forecasts are built from actual client activity within the LinkLive platform, ensuring there is one solution to address the needs of all users, in all functions.
Availability to LinkLive Clients:
Workforce Management is a feature available in all LinkLive “Packages” and also available as a stand-alone feature for a LinkLive Agent seat. To access Workforce Management, simply click the Workforce Management icon from the left menu within LinkLive.app.
Workforce Management is also available as a standalone application that can be accessed via your private group name such as the following: https://www.linklive.linklive.app/wfm/web/auth.
Finally, Workforce Management can be accessed via LinkLive Mobile.