Workforce management

Syntec’s workforce management (WFM) functionality is focused on scheduling and adherence. Additional forecasting modules are in development. The scheduling module provides a simple drag and drop web interface which allows you to make staffing schedules for the coming days, weeks or months.

  • Schedules can be set to repeat as required.
  • Affected staff can automatically be notified of schedule changes by email or SMS.
  • Each shift can have a pre-programmed pattern of breaks which can be staggered between staff as required.
  • Each break within a given pattern set has its own alarm criteria allowing fine control of supervisor notification of non-adherence.
  • Ad-hoc breaks are allowed and fully customizable.
  • Real time notifications are visible in the supervisor dashboard and can be set to escalate as required.
  • Break reminders can be sent to the agent through the AgentCall sidebar and the system can be configured to automatically put the agent in break as required.
  • Adherence reports in Excel format can be delivered by email at specified intervals.

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