THE WORKFLEX AGENT SUITE MOBILE APP for SMARTPHONES. Self-Service, Self-Scheduling Anytime, Anywhere

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1 THE WORKFLEX AGENT SUITE MOBILE APP for SMARTPHONES Self-Service, Self-Scheduling Anytime, Anywhere

2 Introduction The Workflex Agent Suite mobile app was developed to provide maximum scheduling empowerment for contact center agents. In the contact center industry, true scheduling flexibility has long been a missing feature of agent employment policy due to the effort required to manually process scheduling requests. Agents needing time off for a dental appointment or other personal matter generally call in sick if they can t find another agent with whom to trade hours or if the contact center they work for does not permit schedule trades. Calling in sick creates headaches for workforce administrators and results in agent write-ups and eventual dismissal. The WorkFlex Agent Suite mobile app minimizes schedule-change limitations for agents. Its design enables them to perform all of the tasks required to manage their schedules as needed anytime, anywhere. The Workflex app: Is a native mobile app, not a browser window through which to connect to the Internet Allows agents to view their current schedules Lets agents see availability in the contact center schedule before requesting a change Enables agents to add/reduce/change hours with instant confirmation Permits agents to define time periods during which they d like extra hours or to have time off Alerts agents of opportunities for extra hours or time off based on their defined time periods Gives agents control over how they wish to be reached (sms, voice call, , social media) Gives agents control over when they wish to be reached and when they wish not to be disturbed In addition to enabling scheduling flexibility, WorkFlex optimizes intraday staffing, so that agents with the right skills are on the job. The benefits of deploying the app thus accrue not only to Page 2

3 the agents, but to the workforce administrators managing staffing for the contact center. The WorkFlex Profile Screen How the WorkFlex Agent Suite Mobile App Works The WorkFlex mobile app for agents works the same way as the the WorkFlex browser-based portal for agents, but the app is optimized for a smartphone environment using native app technology.* Profile Screen After clicking on the WorkFlex app icon on their phone or tablet, agents arrive on the Profile screen. Here, they can enter their contact information and select their preferred method for being contacted when Extra Hours and Time Off opportunities arise, and opt in. Participation Agreement The Participation Agreement states that the agents agree to the terms of use. Included in these are the requirement that they pay for SMS messages themselves and that they receive notifications of Extra Hours and Time Off opportunities. They simply click a button to accept or refuse the Agreement. WorkFlex is not generally a condition of employment. Agents participate on a volunary basis. Participation rates are normally high. Navigation Icons At the bottom of the screen, there are five icons that enable agents to navigate the app. The Profile icon: leads to the Profile Screen depicted above. The Gear icon: leads to the Preferences Screen where they can select the days/times when they would like to be alerted of Extra Hours and Time Off opportunities. *WorkFlex supports Apple, Android and Windows mobile devices. Page 3

4 The Calendar icon: leads to the Schedule Screen where they can view their daily, weekly or monthly schedule. The WorkFlex Preferences Screen The Arrows icon: leads to the Adjust Your Schedule Screen where they can select available Extra Hours, Time Off and swap hours with themselves or other agents. The Sneezy icon: leads to the Absence Request Screen where they can send in notification of illness or other emergencies requiring time off today or tomorrow. Preferences Screen After clicking on the gear icon, agents come to the Preferences Screen. Here, they can set their Extra Hours, Time Off and Do Not Disturb (DND) preferences. In the image on the right, the Time Off selection options are depicted. The agents simply click on the hours during which they would like to be considered for Time Off. Selecting DND from the menu leads to the same type of screen. There, agents select the hours during which they do not wish to receive any notifications for Extra Hours or Time Off. Schedule Screen When agents click on the Calendar icon (see image on next page), the Schedule Screen appears. This is where agents can access a weekly or monthly view of their schedule. They also see if they ve received any notifications (see envelope icon circled in red). Page 4

5 The WorkFlex Schedule Screen rules contact-center management determines and configures in the WorkFlex administrative interface. The WorkFlex Adjust-Your-Schedule Screen Adjust-Your-Schedule Screen Agents can check for available Extra Hours, Time Off and swapping opportunities when they click on the Arrows icon. In the image to the right, the screen shows opportunities for Extra Hours (Time On). Agents can select as many as they want and will receive instant confirmation. Availability of these time slots is based on contact center need and on business In the image below (next page), opportunities for Time Off and for swapping hours with oneself are visible on the screen. There is also a Request Time Off slot high-lighted in blue. These slots appear in the schedule when the Page 5

6 WorkFlex system recognizes potential understaffing during that period again, based on staffing-threshold rules management has set up. Agents can request this time off, but workforce administrators will be notified of the request and will manually approve or reject it. The WorkFlex Adjust-Your-Schedule Screen with Time Swapping Opportunities Displayed Absence Request Screen If agents are ill, they can use this screen to send a notification to the workforce administrator. As shown in the image below, the screen includes an Exception Code field. This can be configured to include whichever reasons for absences management wishes to make available. Here, the reason is a floating holiday. The WorkFlex Absence Request Screen Page 6

7 Conclusion The WorkFlex Agent Suite mobile app is an easy-to-use, powerful tool that enables agents to exercise control over their own schedules and enhances the balance between their work life and personal life. And it isn t only the agents who benefit. Workforce management administrators are no longer forced to approve every schedule request manually, saving them time and reducing their stress levels. The contact center as a whole benefits, too, since intraday staffing levels are always on target and a deficit of agents does not impede customer service. Learn more about WorkFlex Solutions at Page 7

8 About WorkFlex Solutions WorkFlex Solutions LLC is the Industry Leader in Intelligent Intraday Automation solutions for contact centers. Our award-winning technology maximizes agent scheduling flexibility, optimizes intraday performance and reduces workforce administration overhead. Designed to easily integrate with existing Workforce Management (WFM) and Automated Call Distribution (ACD) systems, WorkFlex enables clients to leverage their existing enterprise software investments, and quickly generate a positive ROI. WorkFlex deployments span multiple industry sectors including financial services, communications, healthcare, automotive, cable/sat and government. For more information or to schedule a demo, please visit us at Copyright WorkFlex Solutions, LLC Cooper Road Cincinnati, Ohio P: (513) E: info@workflexsolutions.com