Comstice Workforce Management helps contact center agents to manage their shift preferences, access team calendar, shift details as well as the shift swaps and performance reports. You can access these features from the web interface as explained below and also download and use Comstice WFM Mobile app.
Comstice WFM Login
Comstice Workforce Management platform is accessible from the web interface and Comstice WFM Mobile app. You will receive a welcome email once your administrator adds your details into the system. You can login to Comstice WFM using the link on the email with your company email address and the password.
Agent Shift Preferences
Agent shift preferences are the settings about shift-agent matching. When your workforce group is created, there will be default values for the shift preferences. You can update your shift preferences from this section. Here are the descriptions for the shift preferences;
Please note that stricter your shift preferences are, less likely that shift scheduler will pick you as a resource. Your team leader may update your shift preferences, if your shift preferences are too restrictive.
- Start At the Same Time: If you prefer to start your shift at the same time every day, you can select this box. You can then select the Earliest Start Time from the dropdown below. If you do not select this option, shift scheduler will automatically set the start time for each day, based on the resource requirements.
- Earliest Start Time: Select the earliest time that you can start to a shift at your timezone.
- Latest Start Time: Select the latest time that you can start to a shift at your timezone. If there is a shift that starts after this time, you will not be selected.
- Minimum Shift Duration: Select the minimum duration of the shift that you would accept to work in one day. If there are shifts shorter than this duration, you will not be selected.
- Maximum Shift Duration: Select the maximum duration of the shift that you would accept to work, including overtime in one day. If there are overtime opportunities, your overtime duration and your shift duration together will not exceed your maximum shift duration.
- Open to Overtime: Select this option, if you are willing to work longer than your scheduled shift duration. In some cases, due to lack of resources or high call volumes, overtime may be needed. You will be considered for overtime if this option is selected. Your shift duration and your overtime duration combined, can not exceed your maximum shift duration preference set above.
Shift Schedule
Shifts are scheduled weekly. You can find your shift details from Shift Schedule section. You can select the week you would like to view and your shift details will be listed as shown below. You can hover your mouse and see the description, start and end time of each shift section.
You can also monitor your real-time shift progress and your shift schedule for the day from your mobile app and your workforce management (WFM) gadget.
Shift Swaps
Comstice WFM Shift Scheduler will calculate the agent resources needed for the upcoming weeks and create shift schedules for each agent. Once the shift schedule is created and agents are assigned, there will be no other shift schedule calculation for that week. If you need to make any changes on your shift obligations, you need to request a shift swap.
You can request a shift swap, by clicking on the Swap Shift button on your shift schedule or from My Calendar. The date, start and end time of the shift will be populated automatically. You can directly send a swap request to other team members by selecting them from the dropdown. Only the team members who are available at that date will be listed.
- Make it Public: This will list your request under "Open Swap Requests" section for other team members Comstice WFM may also send an email and mobile notification to other team members about your request.
- Require Swap Date: If this is selected, other team member accepting your request must also pass one shift back to you.
Under "My Requests" section, you can see the list of shift swap requests you submitted, edit and delete them if needed. Once your request is fulfilled, it will be cleared from this section. You can also list the public swift swap requests from other team members under "Public Requests" tab. You can click to review and accept the shift swap if you prefer.
Team Calendar
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources needed and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.
Performance Scorecards
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources needed and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.
Real-Time Adherence and Dashboards
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources needed and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources needed and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.
Quality Assurance Performance Evaluations
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources needed and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.
Agent Trainings
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources needed and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.
Workforce Management Mobile App
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources n eeded and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.
Payroll and Receivables
Call centers, whether they are for sales or servicing existing customers are very inefficient operations. In an inbound call center, agents are occupied up to 60% of their shift time. Forecasting the resources needed and planning ahead helps to manage efficiency and service quality at your call centers. Here are the steps to take to plan your call center operations and schedule the shifts for your reps.