Mitel Workforce Scheduling

Mitel Workforce Scheduling provides you with workforce management, forecasting, and monitoring tools that allow you to effectively control costs. With personnel costs representing upwards of 70 percent of contact center budgets, effective scheduling is critical to controlling costs. Schedule Adherence provides supervisors with knowledge of what their agents are doing in relation to what is scheduled, so they can quickly identify instances of non-adherence and respond before service levels are sacrificed.

Workforce Scheduling enables you to:

• Automatically schedule agents to meet forecasted activity levels on a shift, daily, weekly, and monthly basis
• Efficiently schedule agents by assigning tasks to them based on skill set
• Schedule within budget by viewing reports (generated automatically) on the financial impact of each schedule
• Adjust schedules on the fly, based on changing conditions
• Plan and track training, meetings, vacations, and sick leave with sophisticated accrual-based leave planning
• Store employee skills, hire dates, payroll rates, addresses, and emergency information with employee profiles
• Build adherence parameters from scheduled events including start of shift, breaks, lunches, jobs, and end of shift, and associate them to automatic call distribution (ACD) contact center events

Benefits
Workforce Scheduling provides you with advanced, automated capabilities that:

• Ensure the right number of agents with the right skills are always available to meet contact center service levels
• Reduce costs and payroll expenses by avoiding unnecessary scheduling
• Reduce the administrative time required for manual scheduling
• Respond to changing resource demands on the fly
• Avoid scheduling conflicts in employee availability and overtime eligibility
• Ensure agents are performing their on-phone and off-phone duties as scheduled
  

For information on product and application interoperability, please contact your nearest Mitel office.

• Mitel Workforce Scheduling Data Sheet (PDF 784KB)
• Mitel Contact Center Solutions Overview - English (PDF 399KB)
• Contact Center Solutions Feature Matrix (PDF 877KB)