Work Force Management

The NewMetrics Work Force Management (WFM) system provides:

• Forecast of customer contacts and associated work volumes
• Intra-day projection of contacts and work volumes
• Forcing of needed servers/agents in a complex queue environment
• Balancing of Available agents to Required Agents (Scheduling to Availability)
• Scheduling and optimization of required agent shifts/tours
• Optional Allocation in a large/distributed team environment
• Automated assignment of personnel with scheduled shifts/tours
• Force Management and Agent Exception management
• Comprehensive standard reports
• Standard Input/Output of Data (DLL/API/Excel Spreadsheet)

The NewMetrics WFM system is a comprehensive work force management system that is fed by underlying data collection and/or management information systems. Data such as actual call and work volume history is fed to and maintained by the NewMetrics WFM system. Underlying data collection and/or MIS can be purchased as independent modules or in conjunction with the NewMetrics CENTREfuge Data Management System. Alternatively, the system provides for a standard API/Excel spreadsheet interface to external data sources (ACD/Routing Middleware) and external data sinks (Payroll systems - PeopleSoft, SAP, BAAN, etc.).

The NewMetrics WFM system consists of a single Intel-based database/application server located at a central resource management center. Users located at the central sites will access the NewMetrics WFM applications via Ethernet LAN and display the Powerbuilder based client/server applications on their personal computers. Users located at the remote locations will access the NewMetrics WFM applications on the application/database server via Ethernet LAN in conjunction with wide-area network(s) to display the application on their respective workstations. Central site and remoted users will also execute standardized and ad hoc reports on the application/database server machine. The NewMetrics WFM application software is a client/server based application requiring users to access the system through personal computers.

The application/database server(s) located at the resource management center will receive and process database updates from the constituent data collection and/or management information subsystems.

The NewMetrics WFM application is a comprised of a number of constituent work force management components. Each component or subsystem provides a logical grouping of functionality which supports interface to up-stream and down-stream functionality.

Questions about managing your work force?

Contact us at 314-361-6320 or sales@newmetrics.com and we’ll show you how Newmetrics WFM can help you manage your staff to your company’s best advantage.