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The Shift Work Optimized Planning and Scheduling system (SWOPS) is an on demand service-based workforce management (WFM) system for the planning, management, and optimization of shift work scheduling. SWOPS is specifically designed for shift-based enterprises to support multi-skill and multi-activity environments. SWOPS is a next generation of the Contact Center Scheduler (CCS) - a WFM system that has been optimizing contact center schedules in the banking and telephony industry for over six years, yielding ROI in just a few short months. SWOPS is built as a client-server solution, to address mid-sized markets.
Features
- Offers unparalleled flexibility in expressing scheduling constraints, business rules, and worker preferences
- Predicts workloads for different activities and tasks, taking into consideration distribution over hours of the day, days of the week and month, and special events
- Calculates and matches resource and skill requirements, while addressing growth/decline factors and handling time and service-level objectives
- Allows users to specify complex rules concerning skills and roles, such as "at least two German speakers at all times", "one supervisor for eight agents during the day", and "one supervisor for 15 at night"
- Generates optimal schedules for workers in different activities by matching demand and business objectives to worker availability and skills, even optimizing break times
- Supports worker preferences and shift rotations, resulting in improved employee morale
- Creates and distributes scheduling reports for supervisors, team leaders, and employees, according to shift, employee, or activity, along with constraint-violation charts
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