Verint Workforce Management Professional for Salesforce

Contact centers and help desks using Salesforce must manage a substantial number of cases, so it’s critical to always have the right number of agents at the right time, engaged in the right task.

Salesforce Connector Enables omnichannel adaptors for use in workforce management forecasting and scheduling, such as tracking case queue volume, agent task history, and agent status data, for real-time schedule adherence management.

Salesforce Agent Portal Enables agents to access essential information, such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts, directly from Salesforce. This integrated agent portal within Salesforce includes agent functionality and visibility.

Package Features

• Reporting
• Forecasting and Scheduling
• Real-Time Adherence
• Intraday Management
• Exception Planning
• Time-Off Manager
• Blended Media
• Long-Term Forecasting
• Salesforce Connector
• Scorecards