Loxysoft Workforce Management

- Workforce Management System handling multi skill optimization and multiple contact centres.
- Handling of multiple users with different system authorizations.
- Language settings, currently supports English, Swedish, Norwegian, German and Polish.
- Multiple database groups available for simulation, official versions etc.

Target/Forecast module
- Historic data view per queue with diagram for call traffic data.
- Multiple queues.
- Direct data import from switch.
- Forecast based on historic data.
- What if analyses and different forecasting scenarios
- Trend curves.
- Handling of special days and weekdays, create own statistics categorization of the special days (e.g. “Invoice day”, “Campaign day”, “Sport event”).
- Flexible settings for service levels (down to hour detail).
- Manual adjustments per quarter hour, day and queue basis.
- “Erlang C” calculations.
- Back office work, e-mail and chat can be forecasted and blended with operator tasks.
- Handles shrinkage with possibility to forecast shrinkage based on historic volumes.

Personnel module
- Supports local labor agreements.
- General personnel data, possibility to integrate with existing HR system. Photo of the employee.
- Connects the employee to an agreement giving details on rules for overtime, inconvenient hours etc., and optional salary calculations for presenting cost reports.
- Individual adjustments and settings for each employee
- Detailed restrictions for scheduling, e.g. days in a row, min. and max shift length and number of shifts per week.
- Pre-settings in detail such as preferred working hours, and shift distribution with priority (e.g. day and night shift disposition).
- Availability schemes to set certain days as unavailable time, weekly or cyclic work restrictions.
- Adjustments of cyclic schedules (partly or completely), availability and preferred work hours.
- Number of shifts per day (e.g. one or two)
- Requests of time-off and vacation
- Connection to train schedules for commuters.
- Advanced break setting, creating break optimization.
- Priority options for temporary employees and seniority.
- Skills matrix per work task; Employees are listed with available and prioritized skills. The skills can be set with certain time restrictions.
- Settings for connecting employees to several organization levels, e.g. contact centre, work group, teams etc.
- Point system that keeps track of and enabling fair time-off request distribution.
- Back-office task priority system, and max. number of back-office work hours.
- Connection to Payroll system.
- Flex time bank.
- Advanced optimization routine with setting possibilities to avoid evening shifts before early morning, group time-off days etc.
- Function for fair distribution of shifts, and setting of max. phone operator hours.
- Possibility to set to what degree take employee preferred work hours into consideration when optimizing schedule.
- Overview of day- and week planning periods.
- Simulation of service levels based on actual schedule and call traffic.
- Flexible adjustments of available working hours between planning periods.
- Shift planner with user defined shifts.
- Automatic system warning if over or under staffing in chart.
- Automatic system warning if breaking pre-settled laws, agreements and company work-life balance policies.
- Filtering and sorting function per work group, team, by queue
- Automatic planning of special tasks and break optimization. Handling time-off requests, granted or rejected (this function partly requires integration to Internet module).
- Possibility to re-plan a workday if change of need or absence due to illness. And re-plan for selected parts of the workforce.
- Possibility to create cyclic schedules for selected employees, from any type of schedule.
- Minimum employee requirement per shift.
- Priority based planning of temporary personnel.
- Multiple task planning, like education, administration and meetings.
- Shift swapping between employees, e.g. replace an abundance due illness with available employee with right competence and skills.
- Seats planning, max. number of seats needed.
- Handling of planning versions. Comparison with reference version.
- Automatically updated list of changes made.
- Minimum workforce per work group.
  • France
  • Germany
  • Ireland
  • Netherlands
  • Spain
Middle East:
  • UAE
  • China
  • Russia
Workforce Management