The Eleveo Workforce Management (WFM) solution ensures that properly trained people are working optimized schedules to answer contacts with the highest resulting service level. This is achieved through the performance of regular tasks. These tasks include generating forecasts, creating schedules, assigning them to staff, and managing change and exception requests on a daily basis.
This guide covers the following topics:
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Forecasting and scheduling concepts.
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Prerequisites for using the Eleveo WFM application.
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The Eleveo WFM workflow.
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Application access instructions.