Forecasting and Scheduling suggested add on

Workforce Management Management unit -no limit - since we need to make configuration on multiple teams and this is in relation to the location labour practice. if we are based on multiple location then we have to configure each in relation to the common labour practice and it is not the same for each. Forecasting -volume view in decimal it not appropriate because we do not staff Queues partially. And i assume that the tool schedules an FTE even the value is in decimal. -adjustment of forecast should not have a limit and re-forecasting can done at anytime without changing the schedules. -No staffing forecast, we won't be able to see or simulate staffing requirement if the view is only at the end point where you have done your volume forecast and scheduling. it does not make sense to repeat this over and over to view your staffing requirement and SLA Forecast. -Import Volume Forecast - this feature should be available to ease the adjustments instead of having a limited lines you can edit. Scheduling -schedule creation and intraday schedule optimization, this will be helpful to manage breaks and meals. and if possible to set the over under threshold where breaks and meals can be placed. Also the number of overlapping breaks and meals. -Workplans should not have limits. this will be dynamic to react on situations where we have less staffing specially if we make schedule and break/meal optimization to suggest the best possible schedule and placement of meal and breaks. -collecting activity data where in our case the offline is productive eg. outbound, emails. so that we can predict how much of this time can be offset as a deferred work to account in scheduling regardless if the email system is in pure cloud or not.

we are currently looking into this feature to find how it can be beneficial on our side

this is quite easy because we have pure cloud