Overview of Supervisor Activities

Overview

This section will provide an overview of all of the activities available to Supervisors within the Workforce Management feature of LinkLive.

Logging In

Supervisors can access Workforce Management directly from the LinkLive app by clicking the Work Force icon. This icon appears as a person and a line chart and is shown below. The Workforce Management will allow supervisors to review forecasted activity and the schedule for the coming weeks.

Forecast

The first screen presented will be the Forecast screen, which is shown with two line graphs, one for conversation (calls and chats) volume and one for handling time. This page also offers a column to switch between Forecast, Schedule, Change Requests, and Settings. This guide will break down these functions one at a time.

The forecast can be generated up to six weeks in the future, based on available, historical session activity. Each week of historical data allowed the model to generate one accurate week of forecasted activity, therefore 24 weeks of historical data will allow the model to generate six weeks of forecasted activity. The first two weeks of forecasted activity are more granular, with activity forecasted down to 15-minute increments. The following four weeks of forecasted activity are available as a daily activity forecast.

In the below image, you will see the Forecast screen with the Volume chart first, and the Handling time chart second:

Schedule

The second screen available will be the Schedule screen, which can be selected from the Workforce Management column beneath Forecast. This screen shows the schedules for each hunt group, as well as the targets for Service Level, Answering Time, and Occupancy.

Schedules are generated for the coming two weeks, based upon the available granular (15-minute increment) demand forecast data.

Change Requests

The Change Requests section allows supervisors to review time off requests made by agents and shift trade requests made by agents, with a drop-down for each. These pages display the status of pending requests with an option to approve or deny these requests. These pages also display historical requests that have been approved or rejected with a toggle switch in the top right-hand corner. The shift trade section is shown below with a pending request that is ready for supervisor approval.

Settings

Supervisors also have access to the Settings page, allowing them to update information about their personal account, company data, modify the members on their team, hunt groups [also known as queues], and access the About section of the Workforce Management feature.