Because Verint Enterprise Workforce Management is a Web-based solution, it eliminates the need for a thick or rich client, simplifying maintenance requirements while removing the cost and performance issues associated with terminal services. Multi-tenant capabilities equip the solution to support cloud-based deployments, and a browser provides quick access to all functionality, including:

Data Capture and Work Item Tracking — Automatically captures workload information, such as volume by time interval and individual employee productivity, from ERP and CRM systems, as well as from a manual data entry interface. A work item tracking feature can track the individual case level, enabling operations managers to monitor item aging and view predictions for meeting expected cycle times.
This feature helps reduce the risk and penalties associated with missing service-level agreements (SLAs).

Strategic Planning/Modeling — Enables managers to create high-level workload and capacity planning models for contact center and back-office operations. Models can factor in average cycle times, employee skills and proficiencies,and the cost and availability of resources throughout the enterprise to calculate headcount requirements and service-level projections based on existing staff. Managers can use models to optimize among a number of variables,including hiring, overtime, and vacation hours.

Resource Utilization — Enables users to create work-demand forecasts using resources from across departments. The forecasting model can factor in backlog, deadlines, and completion targets, facilitating schedule adjustments to meet SLAs. Activity-based and employee-based scheduling are supported, enabling activities to be measured in one-minute increments and over/understaffing situations to be detected quickly.

Intraday Management — Offers real-time schedule adherence management, with alerts when events and metrics deviate from plan. Managers can track operational metrics, such as staffing level and backlog, against forecasts, then use intraday trending data to reforecast and take corrective actions. Key performance indicator (KPI) scores show how individuals and teams are performing against their goals.

Operational and Performance Analytics — Provides organization and employee scorecards that reflect work groups, sites, departments, virtual units, and teams on an individual or collective basis, for a complete view of operational performance.

Employee Portal — Provides employee self-management capabilities through a personalized home page that displays current and future schedules, performance scorecards, and schedule adherence while providing access to assigned eLearning courses and coaching materials. By automating time off, shift swapping, and shift bidding processes, the portal helps save supervisory time.