VOXYS has introduced an updated version of its WFM platform - Workforce Management, a digital solution for workload forecasting, schedule planning, and managing distributed teams. The product is designed for companies that need to improve the accuracy of resource planning and automate operational processes related to personnel management.

The WFM platform is used in contact centers, customer service, sales, retail, the financial sector, e-commerce, and other areas where service quality highly depends on the correct distribution of employees across shifts. The solution allows for forecasting workload, staff availability, production calendar, employee skills, project specifics, and schedule constraints.

Developers have improved platform performance, expanded settings, and refined user scenarios based on user feedback. The update affected both the basic planning logic and additional reference books necessary to adapt the system to the specifics of different customers.

Among the new features is the "Special Hour Norm" reference book. It allows setting deviations from the standard hour norm of the production calendar for individual skills. This makes it possible to more accurately account for the requirements of specific projects or employee groups without changing the general platform settings.

Also, the site directory now includes a section for configuring individual sites. This allows manually assigning a site to a specific employee if it cannot be determined by standard rules. This mechanism increases system flexibility when working with distributed teams and non-standard operational scenarios.

A separate direction for WFM development is the automation of schedule calculation. The first version of automatic schedule generation has been completed within the platform. This functionality is currently undergoing testing by specialists from the analysis and planning department. Once implemented, it will reduce the time required to create schedules, account for staffing needs and specified constraints, and decrease the manual workload on planners.

The WFM update is part of the development of the VOXYS product line in digital solutions for customer service and operational process management.