Using Workforce Optimization for HR

Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.

• Workforce Optimization for HR Manager workspace
  Monitor your teams' work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are working on at a given time.
• Teams in Workforce Optimization for HR
  Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.
• Scheduling in Workforce Optimization for HR
  Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
• Coaching in Workforce Optimization for HR
  Use Coaching in Workforce Optimization for HR to assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments.

Parent Topic:Workforce Optimization for HR Overview