Eleveo Workforce Management for Contact Centers

Job #1 for contact center managers is staffing - ensuring enough agents with the right skill sets are on-hand to process call, email, and chat volume at any given moment. That is no easy task given the dynamic nature of demand throughout a day or week, and it gets even more complex with multi-skill agents.

Eleveo Workforce Management (WFM) simplifies and fortifies forecasting and scheduling across channels and for multi-skill agents. Powerful and easy-to-use, Eleveo WFM accesses historical data collected by your contact center platform, providing a fact-basis for predicting the number of agents needed for a given period and enabling managers to visualize the impact of different scenarios on agent demand.

Customers expect fast, knowledgeable service regardless of channel. Eleveo ensures the right agents are available when customers need them, helping improve key contact center metrics:

• Average Speed of Answer (ASA) - Reduce wait times with optimized staffing levels
• Average Handle Time (AHT) - Match skilled agents to the right interactions
• First Call Resolution (FCR) - Improve outcomes with better resource alignment
• Queue Time and Service Level - Maintain SLA compliance consistently
• Customer Satisfaction (CSAT) - Drive better experiences through reliable staffing

• Intraday Forecast refreshes every 15 minutes with no minimum volume threshold. For low-volume queues, it can merge multiple ACD queues into a single WFM queue to build a reliable dataset.
• Parallel draft forecasts and scenarios allow comparison of different historical data sets with multiple planners working simultaneously.
• Dedicated Forecast Accuracy Report covers volume, AHT, staffing, and SLA together per queue, with accuracy percentages.
• Schedule generation create scheduled in seconds to a few minutes, even with very complex work rules and larger agent counts.

Contact center demand is unpredictable. Eleveo WFM helps managers adapt schedules to meet unanticipated changes throughout the day:

• Intraday-to-Scheduling Loop - A "Go to Schedule" button switches the production forecast to the intraday forecast, making it immediately available for schedule updates, whether triggered manually or via automatic re-optimization.
• Real-Time Adherence (RTA) - A 26-hour, zoomable timeline comparing plan vs. reality side by side, with tooltips on each individual event.
• Native Browser Push Notifications for RTA and Intraday alerts (Chrome, Firefox, Edge) with configurable thresholds and click-through to detail views.
• Drag-and-drop scheduling interface makes it easy to adjust schedules and distribute changes to agents in real-time through their mobile device's native calendar.

Eleveo WFM includes a comprehensive rules engine covering constraints such as min/max consecutive work days and weekends, carryover between scheduling periods, fixed/flexible/hybrid rotations, and paid-hour limits. This ensures schedule compliance while optimizing agent utilization.

Eleveo WFM works with many contact center platforms. For Amazon Connect and Cisco customers, Eleveo provides native cloud-to-cloud integration with no on-premisecomponent required.

• Forecast staffing requirements accurately across channels
• Build optimized schedules for multi-skilled agents
• Monitor real-time schedule adherence
• Improve employee engagement with transparent scheduling
• Meet service level agreements (SLAs) consistently
• Reduce overtime and unnecessary labor costs

Eleveo WFM consultants lead the discovery phase, complete setup, and provide in-depth training for your team. Eleveo also offers Quality Management as part of its wider portfolio, enabling a single vendor and single interface for both WFM and QM.

Eleveo combines AI-powered automation with intuitive workforce planning tools to simplify workforce management for organizations of every size.