Getting started with Forecasting and Scheduling

The Workforce Management (WFM) Product that measures and leverages the talents and preferences of each employee, ensures that their skills are aligned with business objectives and customer needs, and produces optimum schedules. application uses work rules Rules in WFM that determine how employees are scheduled, and reflect both the needs of the organization and the individual employees., campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. parameters, forecast data, service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals., and scheduling parameters to generate automatically an optimal schedule that fits your organization. If needed, you can also manually edit the schedule. When the schedule is finalized, you can publish it, making it available to managers and employees.

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