Accelerating automation and simplifying the work behind workforce operations
This release enhances the New Experience with new intelligence services and smoother scheduling/approvals. It adds Forward Deployed Engineering (FDE), an Intelligent Workload Forecast for 10‑week volume and AHT projections, and reusable Agent Segment Packages. Supervisors get a centralized schedule-request view, and regular-user WFM profile permissions now carry through—plus performance and bug-fix updates.
Changelog
- NEW: Forward Deployed Engineering (FDE): Custom intelligence workflows for select enterprise customers — embeds Aspect engineers in your operation to design and deliver intelligence workflows that go beyond standard configuration.
- NEW: Intelligent Workload Forecast — Automatically generates 10-week forecasts for volume and AHT within the Forecast Dashboard. Powered by Aspect Intelligence, it helps Workforce admins anticipate demand and plan coverage with greater confidence.
- NEW: Agent Segment Packages — Apply reusable shift bundles (breaks, lunches, and overtime extensions) in one action, instead of rebuilding each schedule segment manually.
- NEW: Supervisor visibility into schedule requests — A modern, centralized view for supervisors to search and filter schedule change requests, review request details and scorecard context, and approve, deny, cancel, or partially approve requests (with the appropriate permissions).
- NEW: Cinareo Integration — Forecast data flows directly into Cinareo for network or location level planning, eliminating manual exports and giving planning teams more time for scenario analysis.
- NEW: Regular-user WFM profile permissions now apply in the New Experience.
- IMPROVED: Performance Improvements.
- FIXED: Minor bug fixes.
