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Article : Super-advanced Level of Workforce Management in Customer Interaction Channels


Author: Azeem Qureshi, Contact Center Workforce and Quality Optimization Specialist, System Limited

Those who love their work can only do wonders and bring positive change into the World, I love working in Contact Centers and Customer Interaction Channels in a fast-paced work environment. Though they are traditionally centralized offices with cubicles for representatives to work from, many are beginning to allow employees to work remotely.

The hierarchy is all about "The People" and "The People" needs Management

The word Management has three English alphabets "g", "e", "m", and "gem" is a cut and polished precious stone or pearl fine enough for use in jewelry.

Chiefly, The Workforce Management department is the "gem" that actually used to decorate the overall jewelry of the contact center or customer interaction channel business.

Regardless of how do you publish your weekly schedule (campaign), whether using spreadsheets or an automated workforce management system, the concept of managing a database will remain the same.

Organization Mode, Organization Model, or you may say it is the main database where you set up fundamental inputs related to the overall business and sub-organizations or sub-departmental data related to the overall business,


Hours and days of operation

  • Agent activities and calendar events
  • Shift, Work patterns
  • Employee Information and Assignments
  • Calendar / Employee Schedules
  • Pulse

Generally, the following tasks in the organization mode are performed:

  • Set up each organization's activities
  • Set up each organization's hours of operation
  • Create shifts and work patterns for each organization
  • Add employees to the organizations
  • View the organization's calendar
  • View statistics about all your queues

Key points:

  • Conceptualize the database model, the way your company is organized

  • Design carefully: the organization structure is used throughout the system design (spreadsheets, formalization working) or suite (automated software) to grant (and limit) a range of privileges

  • These are significant repercussions throughout the suite and the system design (spreadsheets, spreadsheets, formula, and functions working) or suite-based (automated software) on organizations and sub-organizations (sub-departments) are related:

Work rules flow

Roles and Scopes

Printing and Reporting

KPI Reporting

Adherence Exceptions

Business with larger Contact Center consists of various departments and teams, and correct conceptualization of the hierarchy structures is very important while designing the organizational database for workforce management.


Use the organization (hierarchy-based) mode to create a business structure that reflects the way your company is organized. For example, you can structure your business by location, manager, supervisor, function, or skill set; you can also structure it according to virtually any other organizational hierarchy.

Since information flows up and down the organization (employee data flows up; work rules flow down), you can work at any level within the structure, and your work will be reflected throughout the other levels.

For this reason, the design of your organizational "tree" must be done thoughtfully.

This figure shows an example of a company organized along both geographic and functional lines. Other teams may be added for use in other areas of the Suite (automated software) and the system design (spreadsheets, formula, and functions working)

The enumerated below are the "scope" and "capacity" (designed) by Organization.

  • Roles and Privileges
  • Publishing Rights
  • Reports and Printing
  • Adherence exception handling
  • Performance Measures

For example, you have two team leaders who will be managing agents and will be reporting on them separately. Even if the agents are in the same geography or business unit, you will create a distinct "organization" for each team.

More reasons to create distinct organizations - again, to make their management easier. Facilitate a discussion in which they see why the listed considerations would be useful to them.

Impact of the well-defined and well designed Organizational Structure:

  • Using organizational structure throughout your workforce planning suite (automated software) and the system design (spreadsheets, formulas, and functions working) helps you design upcoming schedules in a more suitable way.

  • All of these hierarchical considerations are business-driven and should be easily understood.

  • You need to be careful as a forced limitation of the workforce planning suite (automated software) or system design (spreadsheets, formulas, and functions working) - rather, "set up scopes and privileges, as you do, by role and organization."

  • Able to view and edit people and time record data

  • Will supervisors, managers, and or team leaders need to see only their own organization?

  • Time-off, Shift Swaps, and Shift Bidding Management

  • Adherence exception Authorization

  • Performance Management Teams - Key Performance Indicators (KPIs)



Today's Tip of the Day - Team Days

Read today's tip or listen to it on podcast.

Published: Wednesday, May 24, 2023

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