OptiWise offers a complete range of modular software tools for planning, controlling, and monitoring shifts, task assignments and schedules, covering every aspect of workforce management in a contact center.

OptiWise consists of the following modules:

• Forecasting
• Staffing
• Shift Planning
• Scheduling
• Break scheduling
• Employee card
• Real Time Monitoring
• Reports
• e-Scheduler - Internet Module

Forecasting
OptiWise generates accurate forecasts of call volumes and patterns for every time interval during a day, and derives the staffing level needed to meet the organization’s service level goals.

OptiWise integrates with the contact center ACD to collect data. It uses historical data to analyze the distribution of calls, trends and seasonal patterns.

OptiWise uses more than 50 mathematical models of forecasting and planning to deliver the optimized solution in a matter of minutes.


Staffing
Based on the projections and the defined service level goals OptiWise translates call volume to staffing requirements by skill, per queue, using enhanced ERLANG-C algorithms with busy and abandon factors.


Shift Planning
The optimized shift planning mechanism automatically produces an optimal list of possible shifts, based on criteria definitions such as company structure, queues and maximum number of shifts.


Scheduling
OptiWise builds optimized schedules based on forecasted workload, planned shifts, and the contact center’s work rules. Then, it assigns employees to these schedules based on their preferences, seniority, skills or other selected criteria.

The scheduling mechanism is based on four basic components: tasks, resources, constraints and criteria.

• Tasks: The tasks that need to be scheduled. User-defined task profiles describe to the system the nature of the requested service. A task profile contains such information as the skills, qualifications and training required for performing a task.
• Resources: The pool of employees, teams, crews, and other resources to be assigned to different tasks.
• Constraints: Rules to which compliance is ensured when performing scheduling. For example, employees are never scheduled to tasks for which they are not qualified.
• Criteria: Parameters such as fairness, cost and service level, used by the system to reach the optimized solution.

Scheduling is performed via a screen designed like a Gantt chart where the results are portrayed graphically.


Break scheduling
OptiWise lets you plan the break times of each individual agent throughout a shift. This process ensures that you meet the requirements of your contact center while accommodating the needs of your staff.


Employee card
The Employee card module allows the user to handle all the information pertaining to employees.


Real Time Monitoring
After generating a schedule, the system offers a series of control tools in order to perform real-time adjustments and schedule according to actual activity. With these tools, planners can handle unexpected events such as unplanned absence or special staffing requirements, and find the best possible solutions to emerging problems.

OptiWise’s real-time adherence tool uses the daily stream of data from ACDs to let you make timely and informed decisions.

Schedule adjustments using the optimal recommendation facility, especially in the case of unplanned absenteeism.


Reports
OptiWise comes with a complete package of reports for evaluating your service levels, resource utilization, employee load, and operations costs.


e-Scheduler – the Internet Module
Web-based interface which allows employees to take part in the scheduling and assignment processes of the organization by submitting their preferences, priorities, and any special requests or unavailability problems for a day from their computers at home or via the organization’s Intranet.