Workforce Management

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.

Request to set thresholds on Required vs Committed/Scheduled hours in the BPO Planner. For example, I want to visually see if a BPO is meeting my requirements where maybe they can commit/schedule up to 105% against the Required number (rather than displaying only a net value)

Implement a notification system to alert users when changes are made to schedule offsets in vendor management. This will enhance transparency and allow users to verify and adjust settings promptly.

Allow the preservation of previously integrated BPO schedules. The new sync should not be able to update schedules synced in the past. You should be able to set a threshold, say a week, and the new sync cannot alter anything past a week. The goal is to preserve what BPOs sent before and prevent any alterations without informing the WFM team.

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

Allow daily as an option to upload for vendor allocations

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

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.