This article will provide insight on the workforce management feature of 1Stream.
1Stream Level Feature Notice
This feature is available for only Enterprise level 1Stream users and up. If you would like this feature to be available, then please reach out to your bvoip Sales Representative to upgrade user licensing.
What is Workforce Management?
The Workforce Management feature set of 1Stream makes it even easier for Administrators to track the schedules, breaks and productivity of their users.
Where to Find It?
The Workforce Management section can be found in the 1Stream Admin Portal under the Administration menu and going to Workforce Management.
Setup and Use
The Workforce Management module will not work until schedules are uploaded into the system as a csv file. Once this is done, you will be able to use the days of the week tabs as view filters.
- Click on the Export button.
- Save and open the CSV file.
- Input the needed data in the CSV file. The minimum items to be included in the file are:
- U_ID
- Start Date
- End Date
- Click on the Import button to upload the updated CSV file.
Using your Own Imported CSV?
If you are using your own imported CSV file and you need the U_ID, this will be automatically generated for all 1Stream users in the export CSV.
Different Views
- Visualize - This view will help color code breaks and lunches.
- Forecast - This view users prepopulated call data to run through the desired formula to calculate needed staff numbers.
- Forecast Live View - This view users data from the forecast section with real time to see the actual data.
Forecast Live View Column Definitions
- Exceptions - This column value with provide the number of agent call outs. (sick/not coming in)
- Difference - This column value will provide a difference value of the forecast and the actual values.
- Forecasted - This column value will indicate the speculative number of agents from the forecast section.
- Staffed - This column value will indicate the number of agents scheduled based on the imported schedule.