Skylux

Workforce Management

Skylux Workforce Management solutions and services range from evaluating your staff scheduling needs to building a complete application customized to your business. We can provide an enterprise version that you can deploy in your company or we can host the services that you can use.

Our workforce management solution suite which is conceived and developed by our own consultants, comprises a call volume forecasting module, Scheduling module, Schedule compliance monitoring module and a reporting and analytic intelligence module; each module customized to maximize the efficiency and ROI. Added features include online communication between the schedulers and the staff to minimize the time to finalization of the schedules.

Call volume forecasting

Our forecasting module uses advanced algorithms and functionalities that can predict call volumes in specified time intervals with high accuracy. The graphical interface provides ease of use, editing and adjustment features. The forecasted call volumes are then converted into staffing requirements keeping in mind the service levels, agent occupancy, etc. The module can be automated to accept data from a variety of switch databases and produce forecasts for further use.

Scheduling

The scheduling module employs state of the art optimization technologies and can optimally schedule the staff to meet the service levels as well as meet the complex staff constraints such as staff availability, lunch/tea breaks, weekly part/full time hours, training needs, vacations, skill levels, seniority, etc. and yet minimize the staffing requirements.

The module can manage both inbound teams and blended (inbound + outbound) teams. The added features include the ability to manage absentee based rescheduling, or emergency rescheduling in view of unexpected call surges. The schedules generated are editable.
Schedule compliance monitoring
This module helps further enhance the benefits gained from optimal scheduling by monitoring the staff’s compliance to the schedules, and report on the compliance and other metrics, e.g. live reporting of service levels, agent occupancies, etc.

Reporting and analytic intelligence

This is a customizable module that allows the users to develop their own standard or ad-hoc reporting to include forecasts, schedules, etc. One can also compare various parameters and metrics across multiple teams, or groups within a single team.