Topic

Workforce Management

1 post about Workforce Management. Every summary links to the original.

Paid picks we use ourselves. Links carry a referral code — a subscription through one earns us a commission at no extra cost to you.

Newest first

Posts

Intercom
Announcing Workforce Management: Forecast, schedule, and plan teammate cover in the Intercom helpdesk - The Intercom Blog
Intercom announced Workforce Management, a new set of tools inside its helpdesk for forecasting, scheduling, and planning teammate cover alongside the Fin AI agent. The tools automatically exclude conversations resolved by Fin to plan for human-bound volume only, addressing the challenge of fluctuating human volume as Fin resolves 76% of queries on average. Forecasting shows actual volume to date alongside predicted volume ahead, building automatically from the last eight weeks of conversation data, and can be exported, adjusted, and re-imported as CSV. Scheduling supports reusable shift templates and syncs with Google Calendar, while Teammate Coverage maps scheduled headcount against required staffing hour by hour. Team Performance provides individual scorecards for adherence, conformance, and shrinkage, with away reasons like lunch and meetings surfacing automatically and inbox actions like replies and notes on the timeline. The feature is available now in the Pro add-on and is already live in Pro workspaces.

The best engineering reads, once a week.

Topic

1 post about Workforce Management. Every summary links to the original.

Paid picks we use ourselves. Links carry a referral code — a subscription through one earns us a commission at no extra cost to you.

Newest first

Intercom
Announcing Workforce Management: Forecast, schedule, and plan teammate cover in the Intercom helpdesk - The Intercom Blog
Intercom announced Workforce Management, a new set of tools inside its helpdesk for forecasting, scheduling, and planning teammate cover alongside the Fin AI agent. The tools automatically exclude conversations resolved by Fin to plan for human-bound volume only, addressing the challenge of fluctuating human volume as Fin resolves 76% of queries on average. Forecasting shows actual volume to date alongside predicted volume ahead, building automatically from the last eight weeks of conversation data, and can be exported, adjusted, and re-imported as CSV. Scheduling supports reusable shift templates and syncs with Google Calendar, while Teammate Coverage maps scheduled headcount against required staffing hour by hour. Team Performance provides individual scorecards for adherence, conformance, and shrinkage, with away reasons like lunch and meetings surfacing automatically and inbox actions like replies and notes on the timeline. The feature is available now in the Pro add-on and is already live in Pro workspaces.

The best engineering reads, once a week.