ISC Workforce Management’s Employee Profile lets you to enter assignment rules and payroll settings for each employee in your center.
By using the Profile settings, agents may be scheduled to work varying hours of the day and a varying number of days per week. You can assign to each contact agent a team, daily assignment (or “tour”) types, and daily hours of availability.
Call Center Work Assignments are Automatic
When ISC WFM generates a schedule, agents are automatically given work assignments that conform to the daily Tour Types and Work Hours Available entered for them in their Profile.
ISC WFM will combine designated part timers and full timers to create the schedule that best meets the needs of your business.
Other important features of the Employee Profile include control of an agent’s overtime scheduling and holiday work preferences.