On our

roadmap

Automates the difference between actual and forecasted data, removing manual intervention.

Set end dates for skills in bulk, streamlining updates.

Generate forecasts using historical and external data, with flexible input methods (e.g., import or copy-paste into grids).

Reuse previous campaigns without starting from scratch.

Allows full grid copying, including headers and values.

Over 2,000 assets enabled on setup.

Use the API to start and stop recordings. Deploy Quality on Public Cloud against a generic switch.

• Routing Set Simulation: Improvements increase flexibility in simulating routing sets, allowing for more precise customization in low-volume scenarios.
• Bulk Editing of Checker Rules: Enables bulk editing of multiple Checker Rules, significantly improving workflow efficiency and saving time on rule updates. (Workforce)

• System Module Speed: Enhancements to the System Parameter module improve database interactions, reducing delays and boosting overall system responsiveness.
• DP Creation Speed: Optimization to reduce the time required for intra-day planning creation, enhancing the speed and efficiency of the process.
• Reduced IDP Locking Time: Updates minimize the time the system locks during IDP creation, allowing for quicker user interactions without interruptions.
• Improved Staff Allocation Speed: Performance enhancements to staff allocation updates allow for faster processing and more efficient staff management.

Native mobile app available on iOS and Android allowing agents allowing agents to view, edit schedules and submit requests.

Enables frontline workers to propose and accept shift trades directly with colleagues while ensuring appropriate staffing levels.

• KPI Manager Error Message: Enhanced error messaging in KPI Manager provides clearer and more actionable information, helping users troubleshoot issues more effectively.
• KPI Manager Self-Service: Users can now validate custom KPIs on their own by directly querying the database, removing the need to contact support or professional services.

Faster, more modern, self-serve developer experience—enabling Cloud Workforce customers to build and integrate with ease, without support tickets or manual steps.

Automated system that dynamically adjusts workforce capacity based on real-time demand fluctuations.

A comprehensive visual interface that provides agents with real-time access to their schedules.

Provides employees visibility into their schedule request statuses and personal balance details, such as PTO, enhancing transparency and planning effectiveness.

Improved administrative workflows for onboarding new agents, providing a streamlined invitation process, simplified setup steps, and intuitive guidance to accelerate deployment and adoption within organizations.

Allows seamless switching between WFX and WFM through unified federated logins, enhancing user convenience and security.

Enables frontline workers to exchange shift trades directly with colleagues while ensuring appropriate staffing levels.

Dedicated interface allowing Administrators to review, validate, and visually explore forecast data before schedule creation. Admins can analyze forecasts through visual charts and detailed tables, select different forecast versions, and view expected call volumes in configurable intervals, ensuring accurate and efficient staffing decisions.

Evaluating and developing features required for WFX to meet international regulatory compliance, enabling seamless adoption and operations globally.

Exploring features within app for supervisors.

AI-driven predictions based on historical CCaaS data.

Real-time analytics dashboard providing insights into agent productivity and schedule adherence metrics.

Enhanced monitoring system for tracking and analyzing system performance and reliability metrics in real-time.

Advanced analytics system that evaluates and tracks service quality metrics, providing actionable insights for performance improvement.

Instant alerts and updates delivered to agents and managers about schedule changes, shift availability, and time-sensitive workforce events.

System instantly synchronizes and displays schedule changes, ensuring that agents and supervisors receive timely updates for improved workforce management and adherence.

A flexible integration framework that allows seamless connection between Contact Center as a Service platforms and our Workforce Experience standalone solution.

A flexible integration framework that allows seamless connection between HR tools and our Workforce Experience standalone solution.

An intuitive scheduling tool that enables efficient creation and management of employee work schedules in the Workforce Experience standalone product.

AI-powered schedule optimization based on CCaaS data for Workforce Experience customers.

AI-powered system that automatically learns and suggests scheduling rules based on historical patterns and business needs.