Workforce Management 1.5 Release Notes
Workforce Management (WFM) 1.5 adds forecast archiving, skill/service grouping, direct 15-minute interval forecasting, projected daily totals in Intraday Management, and reporting tables for adherence and schedule reports. Access to the new reporting tables requires the next core release.
Archiving of Forecasts
Forecasts can now be archived regardless of their status. Archived forecasts appear under the Archived tab in the List of Forecasts and can be un-archived to return them to the active list.
Skill Grouping
For organizations managing numerous skills/services with minimal or irregular traffic, forecasting and scheduling each service individually can be inefficient and produce rounding errors. The Skill/Service Group screen introduces an Aggregate option to bundle these skills/services into a single unit. Enabling this setting does the following:
- Combined volume across all selected skills/services is computed.
- Average handle time (AHT) for the aggregate group is determined using a weighted average.
- Subsequent calculations use the group's total volume and AHT.
- Selection is restricted to the group level within Activity Configuration, Shift Overview, Intraday Management, and Reporting.
Improved Forecasting
In prior releases, volume and AHT forecasts were based on 1-hour intervals. Forecasting models now process raw 15-minute interval data directly, producing more precise predictions.
Intraday Management - Daily Totals
In prior releases, the Intraday Management screen provided widgets displaying interval-level data for volume, AHT, staffing, and service level, aggregated from the beginning of the day through the current interval. This release adds a view that projects full-day totals from the initial forecast and any re-forecasts, so users can check the day's plausibility at a glance. Projection applies only to the current day. For past dates, the widgets already show complete actuals.
Reporting
Two new WFM tables have been added to the reporting database (DB2):
- wfm_agent_adherence: For adherence reports.
- wfm_agent_schedule: For schedule reports.
Note: These tables are available once the core product is upgraded to the next core release.