Back office planning and control

New level of flexibility

Holistic control of communication channels

Up to now, DOCS have been treated more or less like calls when it comes to planning and control. It was tacitly neglected that the processing times of DOCS vary greatly and that the formation of overarching mean values is actually prohibited. Documents with processing times of 3 minutes were summarized as 30-minute documents.

In addition, the most important planning component for DOCS in the automated WFM processes must be completely ignored: the patience of the DOCS during processing. In contrast to calls, the waiting loop is known for each individual document until when processing should be completed. In contrast to calls, the component of “abandonment” can and must be taken into account. While a “patient” call cannot be assigned a different position in the queue using efficient means, this is generally possible with DOCS. With opcycDOCS, opcycWFM has a new optional module for planning and controlling back-office processes. From now on, DOCS (letter, e-mail, fax) can be integrated into your company’s WFM processes in both planning and control.

The most important features

This innovative module creates DOC sets based on service level, skill, priority and AHT, using intelligent algorithms from service and queuing theory.

Your advantages at a glance

Get a clear insight into open and processed quantities as well as a well-founded projection of the current planning balance. With the flexibility to implement daily requirements such as changes in priorities immediately, opcycDOCS enables dynamic replanning.


Experience opcycWFM live in action

Exclusive online demo.

Choose your personal appointment now for our exclusive online demo and discover how opcycWFM masters your workforce management challenges. Benefit from practical insights and best practices.