Workforce Optimization for HR is a product that simplifies the daily routine of HR agent managers to efficiently manage their global shared services team’s productivity, schedules and respond to adhoc changes in real time, all from a single place.
Its benefits include:
Boost team productivity and gain real-time visibility into work items, escalations, and KPIs by each channel so you can manage for optimal performance.
Break cross-team silos and manage normal work shifts and on-call shifts from one, centralized experience. Track shift coverage, swaps, and time off requests.
Forecast agent demand with precision by modeling demand scenarios to analyze impact to agent schedules, and update forecast to properly staff for demand surges.
Empower your agents with the skills they need to succeed using internal and external learning management platforms.
- Manager landing page - a single-pane view into key metrics and KPIs.
- Scheduling - publish, manage, and access schedules from a single location.
- Team Performance - gain a 360° view of each agents work, schedule, skills and training.
- Coaching - access and manage skills and training using ML/ AI powered skill and learning recommendations.
- Forecasting - visualize and validate demand forecast based on historical workload
Fixed :
- Minor bugs and accessibility issues
- Required plugins and products
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com.sn_hr_core
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com.sn_hr_pa
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com.snc.skills_management
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com.snc.sre
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- Dependencies
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sn_shift_planning v5.3.0 or higher
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sn_uib_agent_sp v2.4.2 or higher
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sn_wfo_cfg_ws v1.3.1 or higher
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sn_team_perf v5.1.2 or higher
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sn_coaching v8.3.0 or higher
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sn_coach_lrn v3.0.2 or higher
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sn_agent_forecast v4.2.0 or higher
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- Installation instructions
- After installing the product, download and run the HR workspaces bulk RCAs approval script to automate the RCA approvals for any record; else you will have to manually mark the RCAs as allowed.