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Workforce Strategic Planning

Short to long-term forecasting leveraging AI to generate accurate models.  Simply understand how many folks you need to get the job done.

Solutions for ForecastingSchedulingIntradayIntegrations

Workforce Planning

Simple intuitive system for answering the most common questions:

How many folks do I need?

Where do I need them?

How long do I need them for?

Built with concurrency in mind, facilitating your omnichannel workforce optimization needs.

Model Types

We natively support back-office staffing models in addition to the standard contact center workforce model.  The key difference between the two is that our back-office solution queues unworked items and comes with unique service level agreements (SLAs) that match real-world operational strategies.

Instant Engagements

Contact center models designed for concurrent work items, and built for multi-skilled omnichannel staff.


Common Use Cases:
Phone Support
Chat Engagements

Example Metrics:
Abandon
Serviced within Seconds
Service Interval Ratio (SIR)

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Persistent Tasks

A different type of model for work types that don't abandon in an interval. Great for staff modeling back-office applications where the work is persistent and queues until worked.

Common Use Cases:
Insurance Claims
Loan Applications

Example Metrics:
Target Inventory +/- (# or %)
Days on Hand

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Staffing Model

  • Simple web user interface
  • Excel-like features: Pivot, copy paste in-and-out, drag handle and export
  • Works natively with other Novel CX products like Scheduler
  • Integrate outside data via API, Stream, Import, etc
  • Group and filter data elements to easily aggregate drill-down data

Multi Skilling

Instantly update agent attributes to change your task routing profiles, while Novel CX intelligently tracks who and how many are able to perform a specific skill.  We then update your staffing models based on the distribution of work across your staff.

Step 1

Roster Staff

Associate staff with projects and campaigns based their training

Who is trained to do what?

Step 2

Assign Skills

Dynamically assign tasks to workers without having to remember what each person is trained for.

Who gets what tasks or engagements?

Step 3

Routing Strategy

With tasks associated with workers, how do you want to handle concurrency in your staffing models?

When folks can do more than one task concurrently, how do you want to account for how fast work is completed to maximize efficient staffing?

Integrated Scheduling

Activity vs Scheduled
  • Visually compare scheduled activities vs actual activities
  • Visual editor for punch and activity corrections
  • Role based views that roll-up for supervisors and managers

User States & Activities

  • Create dynamic states for your users
  • Multiple dimensions of each state to enhance analytics ultimately helping you plan more effectively
  • Control who sees what by function and work group
Schedule States
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