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Solutions / Sanatel WFM

Our specialized WFM (Workforce Management) solution for contact centers helps automate key workforce management processes: from accurate workload forecasting to shift scheduling and agent performance monitoring. Thanks to its flexibility and intelligent analytics, the system ensures the right number of agents are available at the right time — without overspending and with maximum service quality.

Main features:

  • Inbound traffic forecasting.
  • Shift and schedule planning.
  • Time tracking and adherence monitoring.
  • KPI and performance monitoring.
  • Self-service for employees.

 

 

Inbound Traffic Forecasting

We use algorithms based on historical data and trends to accurately forecast contact center workload: calls, chats, requests, emails, and other channels. The system takes into account seasonality, marketing campaigns, holidays, and external factors.

WFM Screenshot

 

 

Shift and Schedule Planning

Automatic creation of optimal work schedules considering SLA requirements, agent skills, labor laws, and individual preferences. Supports various models: shift work, part-time, flexible schedules.

WFM Screenshot

 

 

Time Tracking and Schedule Adherence

Detailed tracking of shift start and end times, breaks, and deviations from the schedule. Integration with ACD systems and access control systems.

WFM Screenshot

 

 

KPI and Performance Monitoring

Evaluate agent performance using key metrics: number of handled interactions, response time, average handling time (AHT), service level (SLA), quality. Real-time dashboards and reports.

 

 

Employee Self-Service

Mobile and web access to schedules, the ability to request time off, swap shifts, leave comments or submit requests — without supervisor involvement.

 

 

Benefits for Your Contact Center:

  • Optimized labor costs: Eliminates under- and overstaffing situations.
  • Improved customer service: SLA compliance, reduced wait times, and increased customer satisfaction.
  • Lower employee turnover: Flexible schedules, employee involvement in planning, fair workload distribution.
  • Integration with the contact center ecosystem: Easy integration with ACD platforms, CRM, BI, and HR systems.