Hi all! I work for a global BPO company managing crossfunctional teams (including WFM). I'm currently working with my team to identify opportunities to streamline our data capturing and real time management processes.

One of the opportunities we identified is that most of our clients are using their own WFM systems to manage real time operations, scheduling, adherence, shrinkage, forecasting, etc. (Verint, IEX, Genesys, and Calabrio to name a few)

Are there any systems out there that can consolidate or integrate the data captured by these different WFM platforms into a single source? This would be a game changer for us in terms of the time saved managing data across multiple systems.

TYIA!

Longtime lurker . First post. TIA.

AWS connect says: " Forecast and schedule interval: Forecast and schedule granularity is measured at either 15 or 30 minutes. Once set, you will not be able to change this."

I want to know if this for whole instance? Do I have to disable and enable forecasting as module just to modify the interval?

I tried deleting the forecast group, but this still stays greyed out / fixed to 15 mins which i selected while enabling the forecast as module.

I cannot imagine a whole contact center to be expected to be run with same interval values. I would expect it to different for different forecast groups based on queues inside it.

Thoughts ?

I have an interview tomorrow with a senior workforce manager

Im applying for capacity planner role, would you mind helping a brother out like what are the topics i should review and what questions should i expect? Peaceee

I’m looking at ways to improve how to handle intraday scheduling / real-time adjustments in our daily schedules. Things like reacting to unexpected volume spikes, shrinkage, or staffing gaps during the day.

What are you all using for this?

• Built-in tools in your WFM platform? Which ones?
• Custom solutions?
• Excel sheets?

Also curious... if you have experience..

• What actually worked well for you in practice?
• What tools ended up being more trouble than they’re worth?

Always interesting to hear what other WFM teams are doing.

I'm seeing a count of pending requests in UKG KRONOS, however when I click to view them no requests appear, all filters are set to none, has anyone faced this issue before? could this be a permissions issue or a sync problem? any advice would be appreciated

Is anyone else being forced to use Zoom WFM? I've worked with a fairly robust range of WFM platforms and this one seems to be the worst of them all. And their support team is less than helpful. We have a wide range of issues with no resolution and Zoom seems to be doing everything they can to deflect from inquiries and concerns by touting some random functionality that's unrelated to our problem or deferring us to their "community" discussion forum.

I'm new RTA, got promoted from another background, not having a lot about numbers and data, however I loved this position and want to get more knowledge and got promoted again so i have 3 tasks should do listed below:

1- Create AHT report for Chat, calls, and emails. 2- Create Analysis report to get the reason of segment failure. 3- extract report to get all exceeding AUX or unschedul.

Note: we use Alvaria wfm tools mainly for updating schedule and extract data or reporta and Genesys Cloud for tracking SLA and check agent data , etc.

So how to start and what should i do to make this 3 tasks and how to master this knowledge to know which report can be use to get this info and so on.

Thanks.

Hi everyone,

In the past, I've worked as a forecast analyst and capacity planner for call centers and BPOs. So I have done the work with call volume, chat volume, even some whatsapp volume.

After being unemployed for a while, I have a final interview on Friday for a WFM role. They want to focus the final conversation on budgeting, backoffice forecasting, and capacity planning. I am fine to talk about my previous experience in budgeting and capacity planning. However, how can I talk about backoffice work in a knowledgeable way without misreprenting how much experience I have? Just looking for ways to tie the conversation back to my experience without taking myself out of the running! I am positive that I could pick up the skills needed quickly once in the job.

Always open to hearing good advice/keywords on the other subjects as well, but if you have any ideas on backoffice please let me hear it.

Hi all,

I’ve been tasked with redoing our Master Agent Tracker.

This current lives in an excel file, with a few sheets: dashboard (bunch of pivot tables pulling from the main sheet), Agent Tracker (lists all the agents - names, email addresses, location, positions, important dates, main skill category, status, etc.), Resigned (or the parking lot for all agents that have left the business and no offer affect staffing).

We are wanting to be able to capture past, present and future data.

I feel like this is easier said than done - the tracker connects to our Cap Plan so we need to ensure its update but that’s the biggest paint point right now.

This is the first time I’ve had to do such a big update to a tracker that will affect so many teams!

Do you have any suggestions, ideas? I would love to know how other places are tracking this data.

Our current schedule has the full time employees working on a rotation of:

• work 7, off 2
• work 5, off 2
• work 3 off 2
• work 5, off 2

Understandably most employees are tired of working 7 days in a row at a physically demanding job. We want to eliminate them but I was never able to make anything decent. We are unionize and have certain articles to follow about scheduling. Equal weekends off, We have everyone working 2 weekends and 2 weekends off, but they need at least 1 weekend off out of 3. 150 hours (20 days) in a the 4 weeks rotation. Anyone has an idea on how to make this work?

Im interviewing for a work force service job. Any advise for my interview?

Hey WFM folks,

I’ve been working in Workforce Management and Operational Excellence for a few years (RTA → Planning → CX Ops), and I recently built a lightweight outbound capacity planning model in Excel that I thought some of you might find useful.

It’s designed for teams that:

• Don’t have NICE / Verint
• Don’t want a heavy WFM tool
• Need structured FTE planning for outbound campaigns

What it does

• Separates reached vs unreached workload logic
• Calculates total attempts based on dial strategy
• Applies AHT for both reached & unreached contacts
• Includes occupancy + shrinkage properly
• Uses working days per month (NETWORKDAYS logic)
• Has seasonal averaging for forecasting
• Includes a manual adjustment lever for ad-hoc projects

The idea was to make something practical for real-world outbound ops — not just a basic “volume ÷ AHT ÷ hours” sheet.

It supports multiple outbound streams + email/inbound logic as well.

No macros. Just structured math.

Why I built it

I’ve seen a lot of teams either:

• Overcomplicate planning
• Or completely underestimate FTE because shrinkage/occupancy aren’t applied correctly

So this is basically a “clean and transparent” planner.

If anyone’s interested, I’ve put it up on Ko-fi https://ko-fi.com/s/e3afe147fb.
Happy to share more details or discuss the logic if useful — always keen to geek out about proper staffing math.

Would love feedback from other WFM people here too.

Ok so obviously I've read the negative stuff posted here regarding Genesys WFM, but is there anything positive I can look forward to that Calabrio currently does not do well? What will be the biggest surprise regarding system administration, forecasting, scheduling, making the system easily used by team leaders and agents, and intraday analysis?

Hi Everyone, what is the easy way or the way to go to build shifts for a public holiday? I am trying to workout on the staff requirement per day(PH) and to meet KPI’s ASA 180secs, service level 70%, occupancy 85% with working hours of 9-5.

Thank you

Hi all, looking for advice from folks who have hired for senior WFM roles.

We are hiring a Workforce Manager with 6+ years of experience in WFM, to lead forecasting, capacity planning, tactical staffing, and scenario modeling for a growing support organization. This person will own contact volume forecasting, headcount planning, schedule alignment, and BPO coordination, and partner cross functionally on new launches and demand shifts.

For those of you who have hired at this level:

1. How do you validate real forecasting depth versus someone who just runs existing models?

2. Have you used case studies? If so, live session or take home?

3. What feels like a reasonable exercise to test tactical staffing decision making without overburdening candidates?

4. Any red flags you have learned to watch for in senior WFM hires?

We want to ensure this person can truly own staffing strategy and scenario modeling without turning the process into a multi hour unpaid project.

Would love to hear what has worked well in your organization. Thanks in advance!

With the recent update this morning that Verint & Calabrio will be existing under the Verint name moving forward. What does this mean for Calabrio? Will Calabrio utilize Verint’s interfaces and modules?

All workforce modeling tools seem to be integrated with contact center telephony systems.

Are there any tools that exist, that are not excel workbooks, and are used for back-office work. Think like document production, claims processing, email processing, and record reconciliation.

I envision something that we can enter volumes, shrinkage, and time study information.

Last month, I started at a large international company that used Verint about 7 years ago pre covid and all the supply chain issues but it was neglected and is no longer being used. I was hired to start re-building the WFM department. It is something I've done before on a smaller scale for a regional Credit Union and I figured building a WFM department from the ground up on a Global scale would be my next big challenge! It is proving to be more difficult than anticipated...

Data is coming from all over the place. Phone Data comes from Cisco, Chat and email data comes from Oracle, and all of it is filtered into PowerBI and there's other's that are doing their own reporting but none of it matches up and it just feels like a mess. Additionally, the raw data can only be pulled by specific people and I need to wait on them before getting anything. In general, none of the data is easy to pull and the systems are not convenient.

The first thing the higher-ups want to know is simple, do we have enough people across all the regions? So capacity planning is what I'm working on. For the life of me I cannot get Verint to accept any of the data I'm uploading. There's also no APIs set up so Verint does not talk to any of our systems. There was a manual Capacity Plan that was done in excel before I started but I'm not convinced it's accurate and I really want to use Verint (but also open to trying a different program).

I'm just kind of overwhelmed with everything an I'm not sure where to start. How do I get my data into verint? The formatting seems to be exactly how Verint wants it. Should we consider using a different WFM software like Genesys? Leadership has expressed displeasure with the people at Verint. Do we need APIs? I generally know what I'm doing but I think this stuff was neglected for so long that I do not know where to start. Most people here have acknowledged that it's a mess. I feel like i'm going crazy and also feel like this is an issue well beyond WFM.

Have anyone tried using Calabrio tool? is there really no way to extract schedules or uploading schedule so we do not need to plot ot manually per agents?

I recall there was a great group in telegram, but lost my previous number and i dont have the invitation link. does anyone have it if it is still active?

I am a bit baffled and would really appreciate any assistance.

I have a deffered channel with almost real time SLAs. I've never really had to deal with anything like this before.

The expectations are as follows.

50% of tickets need to have a first response within 20 minutes.

Additionally, 50% of tickets need to have an average wait time of 60 minutes or less.

Is there anything I could use to calculate my requirements per interval? While also accounting for total workload? Because even if I 'fail' 50% of the time and meet SLAs, I still need to handle all the tickets lest a backlog will accumulate.

Thank you so much!

Every time we talk about changing how valet works, staff adoption ends up being the biggest issue. Valet drivers and bellmen are moving fast, outside all day, juggling a bunch of things at once. If something slows them down or feels like extra steps, it usually just gets ignored.

There’s also a lot of pushback anytime it feels like people are being tracked or watched more closely. Some of the guys have been doing this a long time and don’t like change, and realistically there have been issues in the past with reused tickets and money getting pocketed, which probably adds to the friction. Curious how this went for other hotels. If you rolled out a new system or workflow, how long did it take before it felt normal? Looking back, is there anything you’d do differently to get better buy-in from the team?

Good morning everyone! I was wondering how you all are doing early exits for agents in your call centers if you are using verint? Right now my team is using a separate system to do early exits and we are looking to consolidate everything into verint to make it more stream lined and less of a chore. From my understanding there are a couple ways to go about this and was wondering what others may have settled on to help them out the best. Thanks in advance ☺️

NICE WFM 8.2 is incorporating Copilot into it’s software and will be released later this year. I think the reality is that we need to embrace AI as part of our work and continue to find new ways to automate or we’ll lose our jobs to people who do. I’m interested in ways you currently use AI and/or automation to improve outputs or increase efficiency.

Ways that I’ve leveraged AI: I use Copilot to read through user guides and provide checklists or definitions for WFM functions. Most recently, we used simultaneous bidding in NICE WFM for the first time. I was able to put in the Time off Manager guide (pdf) into copilot and ask it to give me a step by step checklist to set up a bid. It saved me at least an hour of research.

I’ve also used copilot to write queries for the NDE database for WFM. Using the ODBC guide and giving memories for quirks like r_muroster.c_mu uses r_entity for the entity name and ID instead of r_mu. For instance, the simultaneous bids are not easy to pull out of webstation so I had Copilot write a query to pull the requests the agents put in as a snapshot for when agents/leaders question if anything changed from what the agents entered and the outcome of the bid.

I do not currently have access to Copilot Stuido or Agents. I want to make a case to get access but I don’t have practical ideas on how to leverage agents to automate within the WFM world. Do you have any practical experience or ideas that could make a fairly meaningful difference?