Workforce Management

Comstice Workforce Management

On-Premises Solution to Forecast Call Center Traffic, Automate Shift Schedules, Manage Agent Time-Off from Web and Mobile App

Supports any contact center model and service.

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Why Comstice WFM Autoskilling AI Agent Assist Quality Assurance Call Recording Real-Time Sentiment Analysis

WFM Gadgets Adherence WFM Mobile App Languages Datasheet FAQ

Why Leaders Choose Comstice WFM

Automate QA

Evaluate every customer call with AI for quality assurance.

On-Premises Option

Run Comstice WFM on-premises or in the cloud.

Autoskilling

Handle Forecast deviations with automated reskilling.

AI Agent Assist

Eliminate IVR. Any agent can handle any call.

Mobile App and Gadgets

Higher adherence and attrition.

Real-Time Sentiment

Manage customer sentiment real-time.

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Autoskilling

Handle Forecast devations by automatically reskilling agents with real-time KPIs.

Create your logical condition for reskilling.

Agents are reskilled automatically, if the condition is TRUE. They are reverted back, if it goes back to FALSE. Learn more.

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AI Agent Assist

Create real-time call transcripts and analyze the conversation.

Present knowledge base flashcards for action plan.

Eliminate IVR: Agents can handle calls from any skill that they were not fully trained. Learn more.

Quality Assurance

Manual QA Evaluations: Listen to the selected call recordings and evaluate for your business goals.

AI Quality Assurance:Evaluate each call by analyzing recordings and the transcripts. Over 99+ language models supported. Learn more.

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Call Recording

Comstice Call Recording records customer calls, creates call transcripts and evaluates the final customer sentiment as positive, neutral and negative. Learn more.

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Real-Time Sentiment Analysis

Comstice WFM with Call Recording creates real-time transcript of the call as well as the parameters such as interaction score, customer sentiment, agent tone, trend, and agent alerts.

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WFM Agent and Supervisor Gadgets

Comstice WFM gadgets can run on agent and supervisor web consoles so that they can access their WFM features without leaving their main user interface.

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  • Supervisor
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Adherence and Attrition

Supervisors can monitor agent state trace real-time and compare it with the shift schedule.

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WFM Agent and Supervisor Mobile App

Comstice WFM mobile app helps agents and supervisors to access to their WFM timeline, mobile notifications, manage shift swaps and review performance reports.

  • Agent

    • Login using existing active directory or single sign-on account.

      Cisco Finesse Mobile App

      Supports Microsoft, Okta and Google Workspaces for SSO.

    • Social media-style timeline for the recent updates and alerts.

      Cisco Finesse Mobile App

      Simple menu structure to access features without any training needed.

    • Simple messages with the team members and supervisors.

      Cisco Finesse Mobile App

      Per-user notifications and reminders are sent as messages.

    • Messaging is simple with no file sharing or other complex features.

      Cisco Finesse Mobile App

      Mainly used for time-off and shift swap discussions.

    • Daily, weekly and monthly scorecards for each agent.

      Cisco Finesse Mobile App

      Scorecard content is configurable by supervisors.

    • Quality assurance reports for the selected timeframe.

      Cisco Finesse Mobile App

      QA criteria are set by the team leaders and quality assurance team.

    • Time-off request using WFM mobile app.

      Cisco Finesse Mobile App

    • Agent can update her shift preferences using Comstice WFM mobile app.

      Cisco Finesse Mobile App

    • Details of the daily shift schedule for each day available.

      Cisco Finesse Mobile App

      Agent can notify the manager by tapping on the button at the bottom of the schedule for absence or late arrival.

    • List all the shift swap requests from team members.

      Cisco Finesse Mobile App

      Review and accept a request or create your own shift swap request.

    • Create a new time-off request or check the status of your existing requests.

      Cisco Finesse Mobile App

      Review and update your time-off requests if needed.

  • Supervisor

    • Social media-style team events timeline.

      Shortcuts to real-time queue stats and pending requests for shift swap and time-off.

      Cisco Finesse Mobile App

      Quick view of agents scheduled vs agents logged-in for adherence.

      Real-time queue stats for the skills the team has been handling.

      Add new content to team timeline, share images and videos.

    • List of scheduled agents in the current shift, including the agents that have not come online.

      Cisco Finesse Mobile App

      Quick filtering option to view agents on each state.

    • Review and respond to time-off requests and shift swaps.

      Cisco Finesse Mobile App

    • Add team messages to the timeline, upload images and videos from the device.

      Cisco Finesse Mobile App

LLM Fine Tuning

Language Support

Both Comstice WFM web apps and WFM Mobile app are designed with localization support. This means for any language, customers can update the dictionary for the language they need to be supported and web and mobile interfaces are updated respectively.

Comstice WFM web user interfaces such as admin pages, agent and supervisor gadgets as well WFM mobile app support English, Spanish, French and German out of the box. For other languages, localization files can be created for the current dictionary.

Download Data Sheet for Features, Architecture, and Project Plan

Get all the details about Comstice Workforce Management and AI Use Cases, including features, comparison with the alternatives, architecture, server specifications and the sample project plan.

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Comstice WFM FAQ

Cisco UCCE CUIC Sample Report
  • What is the license model for Comstice Workforce Management?

    Workforce Management module includes standard WFM features, quality assurance and mobile apps.

    The solution can also be bundled with Comstice Call Recording and Comstice Quartz Reporting and Analytics solution for Avaya CMS, AACS, Cisco UCCX, Cisco UCCE and Amazon Connect.

  • Do I need additional licenses in my contact center to use Comstice Workforce Management?

    You may need additional licenses on Avaya Multichannel Elite for ODBC access to Informix database and RTA / RT_Socket license to access real-time feed. If you have Avaya AES, that can be used for real-time access as well.

  • Do we need GPUs for AI-based features?

    Depending on the scope, you may need GPU resources or access to GPU services. AI Agent Assist and real-time sentiment analysis require GPU resources.

  • How long does it take to set up, test and go live?

    Usually, it takes around 5-10 business days, depending on the size of your contact center.

  • Why should I use Comstice instead of well-known WFM solutions?

    Main difference is the WFM Mobile app which optimizes adherence and attrition, AI Agent Assist which opens whole new opportunities including eliminating IVR completely and help any agent to handle any call.

    Also Autoskilling helps to eliminate the accuracy issues in the forecast. Automatically reskilling agents based on the algorithm your managers can create helps to maximize agent occupancy.

    Finally, WFM gadgets for agents and supervisors helps them to access WFM features without leaving their web console.

  • Does Comstice support other channels such as chat, email and customer posts?

    Yes. We can collect data and estimate your workload for each channel. Then we can use this to reallocate agents.

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