Workforce Management

When setting a required headcount for BPO teams, currently a csv needs ot uploaded. It would be far easier to be able to assign the headcount directly in the Assembled tool, as well as the ability to edit and copy the numbers. Especially for Large teams wiht 24hr coverage and multiple BPO teams (which leads to a very large file with thousands of rows), if there is a small mistake in the upload file, it needs to be re-uploaded wiht any amendments. It would be far easier to be able to amend in the tool directly.

When uploading a headcount file to the BPO Planning tab, it would be helpful, when reviewing past uploads, to have the original upload file downloadable from the upload history tab. This will help avoid confusion when making any changes, especially for situations where there are multiple BPO teams.

The Ability to manually manipulate a heatmap rather than rely on clunky csv files that need to be constantly updated. Easier would be to click on a time block have an option to edit and simply enter the HC number required for the time.

As a WFM manager, I would like to be able to see the values in BPO Planner aggregated at a daily level, in addition to weekly or monthly.

Request a feature to restrict visibility of scheduling history changes based on the user’s site permissions. This should: Filter scheduling history changes to only display agents within the user’s restricted site hierarchy. Prevent exposure of agent details (e.g., email, name) for agents from unrelated sites.

Monthly invoices generated for each site and automatically reconciled against BPO manager + so that vendor managers can validate against site (BPO) invoices.

At times, vendors upload commitments that are too high or low compared to the requirements that we uploaded in the BPO manager. We would like a net staffing report that would list out all of the at risk queue/BPO combinations. So if we upload a requirement for a vendor and they are not meeting that by a certain threshold (that we can configure) it will flag it. Then we can share that report with the vendors. Want to be able to have any major discrepancies flagged so that the the Vendor Management team can dive into those weeks and see how they modify schedules.

Overtime & non-productive hours requirements functionality in BPO Manager.

We pay our BPO vendors for the actual productive hours they work, not just the productive hours in adherence. It would be helpful to show this in the BPO platform (with actual productive hours correctly broken out by channel) so that we can more easily manage our staffing and billing processes.

Ability to allocate volume in Assembled to different BPOs