What do Work Plans define in Workforce Management?

Work Plans play a crucial role in Workforce Management by outlining the specific scheduling constraints that must be adhered to on a weekly and daily basis. These constraints help ensure that the right number of agents are scheduled at the right times to meet service demand, taking into consideration factors such as historical data on call volume, employee availability, and any planned time off.

By defining these scheduling parameters, Work Plans enable effective resource planning and management, ensuring that customer service levels are maintained while also optimizing staffing costs. This makes it possible for organizations to balance workload with the availability of their workforce, leading to improved efficiency and employee satisfaction.