I'm curious to know if there is a users group for the Cisco WFM solution (rebranded Calabrio). We're a small contact center that is currently using the Cisco WFM package and we've identified some significant limitations with utilizing it. We're working with Cisco and Calabrio to resolve some of the technical issues (such as the inability to schedule agents 24/7. Prior to the patch when it hit midnight it stopped scheduling the agents) but there are some "usability" issues that I'd like to see how others have managed it or worked around.
An example is trying to track how many people have already requested time off on a day (such as December 24th) and determining how many we can allow for this day based on the predictions. Currently the best I can tell is we'd have to go through each Agents Exceptions, jot down a marker for "Yep, they asked off and are currently approved", and then tally it up. Since the data is already in the database it would be simple for Calabrio to generate reports for management.
I'm currently writing some in house web apps that do exactly these kinds of things. If there is something that I'm missing with the tool then I'd certainly be open to being educated. If this is wrong forum for WFM then if someone could kindly point me in the right direction I'd appreciate. I'm just hoping to get a dialogue going with some of the users of the Cisco WFM product and see if there are some tricks to using it that we can share.