Adding a team

As your business changes, you can add or remove agent teams in your schedules easily with ISC Workforce Management’s Team/Work Group Configuration features.

ISC WFM lets you create Work Groups within each team according to office site, services handled, agent skill sets, or any criterion you wish. For each group within a team, you can set distinct work rules that control how and when a group is scheduled.

Special Settings for Each Call Center Team

Special settings available for each team or group in a team include:

  • Range of daily work hours
  • Maximum and minimum agent scheduling limits
  • Workforce surplus distribution by days of the week
  • Work rules like Earliest & Latest Assignment Start and Minimum Time Off Between Assignments
  • Day Off rules like maximum days an agent may be scheduled without a day off
  • Split assignments and night hour rules