use the wfm reports to view data related to forecasts, schedules, and operation. example create one role to give agents access to view only their own data in some reports and create an additional role to give the agents access to view their team’s data in other reports. the proper permissions for the report you want to run. a preview option is available to check that it is the correct report or that data is loaded in the report. displays the daily adherence percentage and details on how long the agent was in adherence, out of adherence, and in neutral adherence for each day. displays raw agent data (bound to queue) per interval. this is useful to validate the agent statistics in wfm based on the agent statistics in the acd platform.
based on ready-time adherence, which is less detailed than the historical adherence used in the adherence per agent report. this is useful to evaluate a team’s performance in relation to how they were scheduled. this is useful to show the availability for hourly employees, summarized per agent. this is useful to evaluate the forecast accuracy. this is useful to evaluate how well the schedule is designed in relation to the forecast. this is useful to show how many agent preferences that have been entered and what percentage that is fulfilled, summarized per agent. displays the number of shifts of each shift category that are scheduled and what percentage that is out of the total number of shifts for the selected period. this is useful to validate the queue statistics in wfm based on the queue statistics in the acd platform.
the purpose of reporting and analysis is to continuously improve planning outcomes so that the organization’s business objectives are achieved. to realize the benefits of that, changes to the workforce will be needed and that requires action by the operation, not the planning team. service level (sl) is the one metric that practically every contact center uses to measure performance. you can even hit your sl goal by rerouting all calls outside the sl target to the back of the queue.
good practice is to make a review of kpis part of the annual planning cycle. the axiom “more is less and less is more” applies to kpis. but a common mistake is to tell the story from the perspective of the writer, not the reader. the truth is that elaborate charts rarely help to convey the message clearly and succinctly. the purpose of wfm reporting and analysis is to continuously improve planning outcomes so that the company’s business objectives are achieved.
leverage real-time contact center analytics that informs decisions and improves your bottom line with workforce management reporting from communitywfm. use the wfm reports to view data related to forecasts, schedules, and operation. the wfm reports cover the major areas of interest in a contact center. the purpose of wfm reporting and analysis is to continuously improve planning outcomes so that the company’s business objectives are achieved., wfm reporting analyst, wfm reporting analyst, wfm, wfm meaning, work force.
this report provides visibility of: time the usersclock into and out of the facility; time the users clock into and out of different work areas; time spent on rich and useful reporting is a must for a workforce management solution. the key phrase is “rich and useful.” every wfm vendor provides some kind of workforce management web for supervisors (classic) help use the modules tree’s reports branch to generate the following reports (grouped here by, . what is wfm reporting? what is wfm in a call center? what are the roles and responsibilities of wfm? what is wfm cycle?
When you try to get related information on wfm reporting, you may look for related areas. wfm reporting analyst, wfm, wfm meaning, work force.