Workforce Management (WFM) Overview

These articles provide an overview of Bright Pattern Workforce Management (WFM), which allows you to optimize agent staffing levels based on data automatically imported from the Bright Pattern Contact Center.

Bright Pattern WFM provides the following:

• Forecasting: Predict future interaction volumes, average handle time (AHT), and required staffing levels based on historical data imported from Bright Pattern Contact Center, or external records.

• Scheduling: Create agent shifts and assignments based on forecasts, while taking into consideration time-off requests, breaks, special events, and other scheduling conditions.

• Intraday Management: Compare forecasted values against actual values during the day, and take appropriate actions if deviations occur. Monitor agent actions in light of their scheduled activity.

• Evaluation and Reporting: Generate reports to evaluate forecast performance against actuals to improve future planning cycles.