Overview

Puzzel Workforce Management (WFM) is a cloud-based solution embedded in the Puzzel CX ecosystem, designed to help contact centres streamline forecasting, scheduling, and real-time adherence monitoring. It empowers teams to create accurate demand forecasts, optimize schedules based on skills and preferences, and maintain operational excellence—all through a centralized and flexible platform without linking constraints.

Features and Capabilities

• Accurate forecasting: Predict daily and long-term workloads with the ability to track intra-day trends and adjust staffing accordingly.
• Optimal scheduling: Generate schedules that balance shift rules, breaks, service-level targets, agent skills, proficiencies, and personal preferences.
• Offline task management: Create admin-work queues with scheduling rules (task duration, assignments) and forecast offline activities.
• Adherence monitoring: Track real-time agent adherence, highlight instances of deviations, and manage exceptions via a unified dashboard. Enhanced preview shows all out‑of‑adherence moments.
• Scalable cloud access: Secure, scalable solution allowing remote login and quick onboarding of new users and locations.
• Performance dashboards: Interactive widgets – campaign summary, forecast charts, adherence tables – support operational insights.
• API integration: Access forecasting, schedules, and user data through public APIs, enabling export of schedules and third-party integration.
• Flexible task overlap: Schedule offline tasks even when breaks or shifts overlap, enhancing flexibility.
• Adherence authorisation: Detailed approval workflows for out‑of‑adherence events, even those with short durations.