FAQs

It is a Workforce Management software application. It automates the process of forecasting call volumes and employee scheduling, which significantly improves service levels and reduces contact center costs. The WFO Live™ is a robust, affordable, and easy-to­-use forecasting and personnel-scheduling program for the contact center industry.

WFO Live™ can be tried out via interactive web demos to determine its quality and usefulness.  No trial version is currently available.

WFO Live™ supports MS-Windows NT, 2000 PRO, and XP PRO.  For detailed specifications, refer to the WFO Live™ System Requirements.

WFO Live™ forecasts call-volume and the employee requirements for time frames in the future. WFO Live™ can receive in-built data (through ACD and PBX systems).  It can continuously calculate a forecast for future call volume, average handling time, and intra-day call distribution.  The forecast for the number of staff is generated by taking the preferred service level into account.

More sophisticated technologies are being developed to optimize contact center staffing, increase employee satisfaction and improve the bottom line.  These enhanced technologies are most apparent in two critical areas - call volume forecasting and employee scheduling. WFO Live™ supports both these features in its WFO Live™ (WMS) software.

WFO Live™ has used established forecasting algorithms in designing its Workforce Management Solution (WMS). We know that forecasting call volumes and staffing requirements need sophisticated algorithms.  These algorithms calculate the number of employees needed to staff a contact center based on the total number of calls received historically and the skill sets of the employees.

The algorithm that we have used for forecasting also takes into account both busy signals and call abandonment.  This results in more precise calculations of the number of employees required to handle the projected call volume, eliminating the over-staffing inherent in the traditional formula.

WFO Live™ also has the Swap feature where the employees can request changes to their schedules and swap schedules or shifts with other employees.

WFO Live™ can determine additional positions needed based for a generated schedule. You can set this by using the Staffing option for a workgroup.

WFO Live™ has a special feature that allows you to import a Shift Profile from a workgroup to the activated workgroup.  You can do this by using the Copy Shift Profile option of the Scheduling option.