Workforce Management


Workforce Management platform that reports on staffing levels within call/contact center.  This application hones forecasting, streamline scheduling and administration and frees managers to focus on adding value.  Engage employees with Dynamic Scheduling, and timely feedback.


The WFM platform benefits:

  • Build precise forecasts in minutes, not days
  • Streamlines workflows and schedule management
  • Reduces overstaffing and overtime
  • Predicts spikes and lulls
  • Responds to changes in real time
  • Empower agents with flexible scheduling
  • Deliver more immediate feedback
  • Show agents the value they deliver
  • Inspire self-improvement
  • Hiring, capacity, budgetary and vacation planning
  • Flexible Optimization tools such as real-time tracking, agent alerts, intra-day dynamic scheduling and optimization
  • Trouble shooting and repair coordination/tracking

Service Level Targets & Availability

  •  Standard Service Level Agreement based on customer Priority preference requested within Footprints
    • Low Priority - Maximum two business days to reply and resolved within 10 business days or less
    • Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
    • High Priority - Maximum 4 hours to reply and resolved within 2 business days
    • Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours

NOTE:  Vendor Involvement Required: Completion of Service Order based on vendor availability.

  • Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
  • Outside hours by special arrangement with an agency
  • Limited support is available for after business hours, weekends, and holidays
  • Changes or troubleshooting would require scheduling with vendor
  • Requires OIT Request for Change approval

Service Rates: (per quote)

Options Available for Additional Charge (per quote)

  • Customized programming and recording - $350/hr. or per quote
  • Software license
  • Software Support Maintenance-monthly recurring fee
  • Virtual hardware
  • Storage for database
  • Training - $350 plus expenses
  • Web/application server
  • All project work is billable
  • All audit-related work is billable
  • All costs associated with Indefinite Hold requests will be direct billed

Customer Expectations

  • Provide a completed service order with requirements

To Order New Service or Change Existing Services

  • Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization
  • Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Footprint ticket in the “Telephone Work Orders” workspace at
  • Report trouble with service:
    • Call OIT Service Center at 624-7700 and assign to ‘Voice Troubles