Staffing tool

Review the current staffing levels for skills and skill groups in the Staffing tool. Select to view the staffing levels with our without shrinkage.

The BPO Exchange functionality within the Staffing tool is used to export the gap between the scheduled hours and the forecasted resource need. The export file is sent to an external supplier, for them to use as the basis for scheduling. When they have scheduled according to what you need, you can import the information from them back into Calabrio WFM. This is useful for example during peak periods of the year, when additional resources are needed to handle all contacts.

Functionality

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