FAQ

Interested in WFMwizard?

The following FAQs were prepared for those interested in trying, purchasing, or learning about WFMWizard. Please click on the question's headline to view the full answer.

1.	Who will benefit from using WFMWizard? WFMWizard is suitable for anyone who deals with call center or help desk operations planning and optimization, workforce management or capacity planning. These business professionals include call center operations managers, business analysts, workforce administrators, consultants and even call centers managers who are responsible for these tasks in their call centers.
2.	What is workforce management for call centers? Workforce management software uses predicted call volumes to forecast the number of on-duty agents needed at a given time. A complete workforce management system should: forecast the arrival rate of incoming calls for each time interval of each day, use the call volume forecasts in order to calculate the exact number of agents (CSRs) required for each time interval of the day, develop an optimal shift design that balances between agents availability and expected call volumes for each time interval, schedule each agent to the optimal shifts in order to generate the best weekly schedule taking into account call center's and agents' constraints.
3.	What is a call volume forecasting? Forecast the arrival rate of incoming (inbound) calls to the call center for each time interval (typically 15, 30 or 60 minutes) of each day in the planned week. Call volume forecasting is a combination of science and art as it is usually almost impossible to generate a perfect prediction by using mathematical models alone.
4.	What is agents staffing calculation? Convert call volume forecasts into the number of agents required for each time interval of the day in order to handle the incoming calls within predetermined service level goals. Usually done either by Erlang based formulas or by simulation based systems.
5.	What is shift design? The daily structure of shifts and the number of agents scheduled for each shift. Shift design gets as inputs the agents requirements from the agents staffing stage for each time interval of each day, along with constraints like the possible start times and the length of shifts. The aim is to generate an optimal solution that contains shifts and the number of agents per shift that minimize over- and under-staffing for each time interval.
6.	What is agents' scheduling/rostering? Agents scheduling is the planning of all agents weekly work shifts so that assignments are the best possible for both the agent and the call center. An optimal schedule avoids under or over staffing and ensures agents are working when they are most needed.
7.	What versions of WFMwizard are available? There are 4 versions of WFMwizard. All versions include the same modules and functionality. The only difference between versions is the maximum no. of agents for each call center. One License can be installed on One Workstation, allowing configuration of Unlimited no. of Call Centers, each one with up to 15/30/50/100 Agents to be assigned and scheduled (number depends on the license version purchased). If you have more than 100 agents to schedule in one or more of your call centers, please contact us by email for a custom solution.
8.	Which database does WFMWizard use? WFMWizard uses an internal Microsoft Access database. If you already use Microsoft office on the installed workstation, WFMwizard will use your current Acess DB version. If you don't use Microsoft Office, we will install the needed components for you during WFMwizard's installation process.
9.	What are the minimum system requirements for an end user? For installing WFMWizard you need Microsoft Windows 2000, XP, VISTA or 7. Minimum of: 512MB RAM, Intel Pentium 4 1.8GHz or equivalent, 100MB of free Hard Disk space.
10.	How can I upgrade WFMwizard version? Please contact us in order to upgrade from any version to any other version at any time. Have a look at the Purchase -> Licensing section for more details.
11.	Your question was not answered here? Please contact us for support.