Achieve the right balance between line of business staffing requirements and agent constraints. Achieve the best possible coverage and reduce your analysts' operating hours with our comprehensive planning module.
EChoose the events that suit your operation, and define different characteristics for each one, such as: billable or non-billable event, main or secondary events, work or blocking events; among others.
Allows a visual recognition of the different types of panifiable events by assigning a custom color code per event.
Simulates the percentage of coverage you would have by assigning different intra-day activities, such as trainings or team meetings, to a group of agents on a given day.
Explore different options without compromising your service levels by allowing the meeting scheduler to suggest the best intervals for scheduling non-productive activities.
Assign primary and secondary skills to your agents, and schedule support segments across lines of business to improve your service coverage by decreasing idle time caused by single-skill scheduling.
Use our interactive filters to select and modify agents individually, by supervisor group, service group, or contract type.
Change availabilities, work restrictions, add hours, or any type of activity with a few clicks.
View the number of agents scheduled in a specific activity for any interval, or sort by clock in/out time as you wish to view the information.
Schedule your agents at the same time every day, use different entry times to improve your coverage, or choose a balance between the two strategies by applying one, or a combination of the three scheduling algorithms offered by inConcert WFM; not forgetting agent availability and shift restrictions.