Puzzel WFM (Workforce Management)
Smarter workforce management
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A cloud solution built for modern teams
Multi-channel, multi-skill forecasting and scheduling for omnichannel contact centres.
- Customise your dashboard with the charts, stats and campaign summaries you need.
- Agent self-scheduling, including shift trading and holiday management, via a dedicated web portal and mobile app.
- Fast to deploy, easy to use, and scalable to businesses of all shapes and sizes.
Reach maximum performance with intelligent forecasting, scheduling and intraday management
Stop agonising over complex spreadsheets and start building a more efficient and engaged workforce with our powerful workforce management solution. Puzzel WFM enables resource planners to accurately forecast demand and generate instant schedules optimised to deliver the highest service levels for your customers, the best experience for your agents, and the lowest operational cost for your business.
Accurate forecasting
Our multi-skill forecasting tool will have you creating, editing, and finalising demand for your contact centre in no time. Forecasting in contact centres can be a long and challenging task, especially when working solely with spreadsheets in today’s multi-skill, omnichannel world. But Puzzel WFM’s intuitive design makes the process straightforward for both first-time analysts and established resource professionals. With data captured directly from your contact centre and automatic and manual smoothing, you can create highly reliable forecasts in minutes.
Optimised scheduling
Our super-fast scheduler not only provides instant optimised schedules, it also allows you to make changes in real-time. With intraday management, you can simply add activities or drag and drop shifts at any time to respond to sudden spikes in demand or last-minute absences. You can also repurpose agents during idle times and assign them offline tasks without impacting critical service level targets. Puzzel WFM also includes a suite of reporting options so you can streamline HR and payroll operations and continuously improve performance.
Real-Time Adherence (RTA)
Gain insight into agent performance to support real-time decision making. Each agent’s real-time status is graphically displayed, showing what the agent is doing versus what they should be doing and highlighting any differences. Supervisors can easily see at a glance how their teams are performing and immediately identify good and poor agent behaviour. This enables action to be taken real-time and ensures customer service levels continue to be met.
Agent self-scheduling
Empower your agents with shift preferences, shift trading and holiday management. Agents can submit their availability and shift preferences, request shift changes, trade shifts with colleagues and manage their holidays from home or in the office via a dedicated agent web portal or the Puzzel WFM mobile app. This reduces administrative overhead and offers agents more control over their work-life balance, providing greater flexibility that leads to lower sick days and attrition.