WFM Quickstart
While Bright Pattern Contact Center offers several integrations with third-party Workforce Management (WFM) systems, this guide refers to our native WFM application. The following steps provide an overview of how to get started.
To begin, log in to https://<your contact center URL>/wfm using your Bright Pattern username and password. You will need adequate permissions from your contact center administrator.
1. Import Historical Data
Historical Data: Import interaction volume and Average Handle Time (AHT) data directly from your Bright Pattern Contact Center database or from a file.
2. Configure Forecast Group
Forecast Group Configuration: Skill/services are automatically imported into WFM from your contact center. Create at least one forecast group and add one or more skill/services to it. Groups are selected when validating data or creating forecasts to specify the skills/services for which forecasts will be created. Ungrouped skill/services cannot be selected.
3. Clean and Validate Data
Select Forecast Group for Validation: Choose the forecast group(s) to specify which skills/services' historical data to validate.
Data Validation: Review your historical interaction data to identify and normalize any outliers before performing forecasts.
4. Create Forecasts
Select Forecast Group for Forecasting: Choose the forecast group(s) to specify for which skills/services to create forecasts.
Forecast Creation: Use the validated historical data to forecast interaction volumes, average handle time (AHT), and required staffing levels for a specific period.
List of Forecasts: Review and edit your forecasts. Then, select and publish the forecast you will use for creating schedules.
5. Configure Work and Break Activities
Configuration > Activities: Define the types of work, breaks, time off, and other activities in which your agents are engaged.
Refer to Configure Activities for detailed instructions.
6. Create Shift Templates
Shift Configuration: Build daily and weekly templates that define standard shift structures, including work patterns and break rules. The weekly templates are then assigned to agents.
Refer to Creating Shift Templates for detailed instructions.
7. Generate and Review Schedule
Shift Overview: Generate schedules for selected agents, skill/services, or organizational units to meet forecasted needs. Make manual adjustments to individual shifts using the Shift Editor, add notes, and optimize break and lunch placements.
Refer to the Scheduling tutorial for detailed instructions.
8. Monitor
Real-Time Adherence: Compare agents' actual activities against their scheduled activities.
Intraday Management: Monitor forecasted versus actual volumes, AHT, and staffing. You can also initiate re-forecasts based on current day trends.
Forecast Review: Review forecasted volumes/AHT/staffing against the actuals of different periods to compare different forecast scenarios.
Reports: Generate reports on the schedules and activities of your agents.