Workforce Management for Salesforce™ Service Cloud™
Accurate forecasts and schedules for more efficient case management and faster case resolution.
Monet WFM, Workforce Management for Service Cloud™, represents a significant step for helpdesks wishing to optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction, customer experience and service levels.
Helpdesks using Salesforce™ Service Cloud™ must manage a substantial number of cases, so it’s critical to always have the right number of agents at the right time, engaged in the right task. However, even with accurate schedules in place, helpdesks often operate with limited visibility into general activity, leaving managers uncertain whether adherence levels are being met and cases are being handled efficiently.
This is because most WFM systems are integrated only to the ACD, not to the case management tool.
Monet WFM for Service Cloud™ fills this gap by integrating to the Salesforce™ Service Cloud™ case management system, so helpdesks can create accurate forecasts and schedules.
And because it’s cloud-based and delivered as a service, helpdesks using Salesforce™ Service Cloud™ can access secure web-based applications at a competitive cost with no large upfront investment.
Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any interval of the day, based on historical data from ACD.
Scheduling: Monet’s advanced scheduling engine is superior to time consuming, error prone spreadsheets. Generate schedules that optimize a wide range of factors, including agent availability, work rules, skills, holidays, breaks, service levels and center budgets.
Intra-Day Management: A graphical display of agents’ schedules can be manipulated by dragging and dropping breaks, lunches and other exceptions. Real-time updates can be made instantly, and display surpluses and shortages for each time period of the day.
Exception Planning: The integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.
Real-Time Adherence: Compare planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.
Configuration and Administration: Build an unlimited number of center splits or agent groups, each with its own set of service objectives and guidelines. Manage multiple sites and time zones. If desired, set hours of operation by day of week and service level goals down to 15-minute intervals.
Performance Analysis: Easily report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs and revenue.
Do you want to know more about Monet WFM for Service Cloud™ ? Contact us.