Workforce Management

Smarter scheduling. Happier teams.

Save time on complex workforce scheduling and keep your contact centre effectively staffed, at all times. With data-driven forecasting and flexible scheduling, you can reduce admin, improve service levels, and give your agents the balance and predictability they need to perform at their best.

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Forecast accurately, every time

Overstaffing and understaffing are things of the past. Use historical and real-time data to predict demand across every channel, so you can schedule smarter, cut admin, and stay ahead.

Simplify the planning process

Save time with insight and forecasting at hand, allowing for quicker, data-driven decisions for managers and planners - saving both time and money.

Improve agent productivity

Ensure that the right agent, with the right skills, is available when needed through multi-skill scheduling. Give your agents flexibility by adding availability and preferences.

Forecasting

Forecasting precision at your fingertips.

Take the guesswork out of staffing. Puzzel WFM automatically analyses historical data to predict contact volumes across every channel, allowing for multiple forecasts in the same week if plans change. Your planners can create, edit, and finalise staffing needs in minutes, not hours, while the system supports them with every update.

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Real-time adherence

Keep your operations on track.

Stay informed with a live view of how your team is performing. Real-time adherence helps you see who’s on schedule, who needs support, and where adjustments are needed. Managers can act immediately to maintain performance, protect SLAs, and ensure a consistent customer experience.

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Scheduling

Workforce schedules, made in minutes.

Reduce the time spent in day-to-day contact centre staffing with a workforce management system that simplifies the scheduling process. With our scheduling tool, resource planners and managers can quickly create optimised schedules and make changes in real-time. Plus, with multi-skill scheduling you are better equipped to offer customers the service level they deserve.

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Reporting and analytics

Smarter insights for better decisions.

Save time with standardised workforce reporting for more efficient processes. Gain valuable insight into your staffing, and view agent shifts, adherence and holiday requests. Support your HR function with payroll reports, including overtime reporting. Integrate with other systems using our APIs, to enrich your reporting capabilities by syncing data from other systems critical to your business.

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What is the Puzzel Workforce Management (WFM) Solution and how can it help my contact centre?

Puzzel's Workforce Management Solution is a cloud-based platform designed to optimise contact centre staffing and scheduling. It helps to predict call volumes, plan shifts and ensure the right number of agents are scheduled to meet customer demand efficiently.

How does Puzzel's Workforce Management solution improve forecasting accuracy?

The solution improves forecasting accuracy by using:

Analysis of historical data: analyses past trends to predict future workloads.

Real-time analysis: Adjusts forecasts with real-time data to refine agent scheduling.

How can Puzzel Workforce Management help reduce labour costs?

It reduces labour costs by:

Optimised schedules: Ensures shifts match customer demand to avoid overstaffing.
Intraday management: Enables quick adjustments to schedules based on changing call volumes.
Agent preferences: Takes into account agent availability and preferences to reduce absenteeism.

What tools are available to manage agents' schedules effectively?

Puzzel provides various tools, including:

Shift scheduling and bidding: Allows agents to select desired shifts within predefined rules.
Self-service portal: Allows agents to request changes or switch shifts.
Auto forecast: With a single click, auto forecast uses historical data to predict contact volumes and staffing needs, giving planners a clear, data-driven foundation for building accurate schedules

Can Puzzel be integrated with other contact centre solutions?

Yes, Puzzel's Workforce Management Solution integrates seamlessly with the Puzzel Contact Centre Solution and other third-party systems, such as CRM platforms. This ensures consistent data flow across your organization's tools.

Yes, I'd like to optimise our workforce management with Puzzel

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Smarter scheduling. Happier teams.

Elevate team performance with
simplified workforce management.