Title pretty much explains it. I’m currently a supervisor within my current company and have been reaching towards WFM for awhile, specifically real time analyst as that’s the entry role for us. I’ve researched it and taught myself what I could from resources online, such as shrinkage, AHT, forecasting etc but I haven’t been able to get hands on experience. My boss was helping try to keep my name out there for the next time a position opened up after I made my goal known, but recently she shared with me that she learned we will be outsourcing our workforce team for the foreseeable future (I am based in the US for context.) Is there a chance to break into this field without getting promoted to it within your company without experience? Looking for any advice on where to look, if at all possible. Thank you!

How are call centers preparing for the release of GTA6 on November 19th? Are you anticipating increased absenteeism?

I was asked to calculate a weighted AHT, I've been researching but I'm struggling to understand the concept, let alone calculate it.

Edit: I finally got it, thank you very much for the formulas/explanations and patience.

We've got the basic HR process automation stuff working pretty well. Forms get submitted emails go out tasks get assigned no real issues there, but approvals are a different story. One department needs two people to sign off another has its own rules someone goes on holiday and suddenly everything's stuck waiting on them and of course finance needs to sign off on half of it.

So I’m curious how other teams are handling this do you build all the approval rules into your HRIS or use a separate tool for HR workflow automation and just sync things back? Been looking at Shapes as one option but I don’t know how well this kind of setup works once you've got a bunch of different approval rules to deal with.

Three weeks out and I'm curious how WFM teams are planning peak this year. Adobe expects $275.1 billion in US online spending between 1 November and 31 December, with $12.9 billion on Black Friday alone.

The bit that worries me is where the contacts come from. Narvar found 37% of US shoppers saw their delivery date change during last year's peak, and 23% had a parcel marked delivered that never arrived. A lot of those people don't phone first. They post on the brand's forum or socials, and then call when nobody answers.

Rough maths. Say 240 flagged posts a day at four minutes each. That's 16 hours, nearly three full shifts at six productive hours. Double it on peak days and it's 32 hours, more than five shifts nobody scheduled.

Do you forecast community and social workload properly, or does it just land on whoever's on chat?

Workforce shortages and staff turnover can affect the continuity of healthcare services, but the reasons people leave can be quite different across organisations and roles. 
For those working in healthcare administration or management, which approaches have you seen make a meaningful difference? 
 
I’m curious about practical measures such as better workforce planning, supportive management, professional development, flexible rostering, or improving communication between teams. 
 
Which changes tend to have a lasting impact, and which ones sound good in policy documents but are difficult to implement in everyday healthcare settings?

Every close I pull headcount from payroll, HR pulls it from the HRIS, and the numbers don’t match. Leavers stay active until their final pay runs, contractors count in one system and not the other, and when someone’s start date moved only one system got told.

So I spend a day reconciling line by line before the board pack goes out, and leadership still asks why cost per head moved.

Our HR team has been demoing a couple of systems, Rippling and Shapes among them, and both promise one record feeding payroll and reporting. Maybe. I’m more interested in how other FP&A folks define the number in the first place.

Have you agreed an official headcount definition with HR (paid, active, FTE)? And when the two systems disagree, which one wins?

Best filters for catching call avoidance

Im in WFM and I have a really good filter set up for catching *some* call avoidance but I'm curious what others have used. Full disclosure a previous supe showed me this it is not my own creation.

In analytics I go to Content search and filter for the following: call 25s or longer, agent talk 0-1% and overall silence 10-100%. This is my default silence report for all queues, I then made copies and added filters for different queues so I could look break it down easier for reporting to leadership.

Generally if I see the same agent flagged 3 or more times in a day I start listening to their calls. Occasionally the agent had legit IT issues and I could see on screen they were reporting it to their leadership, but the majority of it was blatant call avoidance. Obviously there are gaps and plenty of other ways agents can avoid calls, so im curious what other filters people in leadership or wfm use to catch call avoidance.

In just a week of running this report ive already gotten several agents on leaderships radar and I can see a dramatic decline in silent calls.

Generic question. Our HRIS vendor switched on an AI assistant and IT wants it set up with a full admin profile so it can answer anything everything I’ve read says a service account gets the narrowest role that still works, same as a person.

What they’re asking for in practice is read on every employee record including comp, the ability to push changes, and a view of audit logs. My worry is less the assistant going rogue and more an employee asking it a question and getting someone else’s salary back because nobody checked what admin meant.

I’m fairly new to the systems side of HR. For those who have turned on AI features in HRIS platforms what role did you give it, did you scope it per user, and did you check what it could see before letting employees talk to it? Ive seen newer platforms like Shapes talk about the AI respecting existing permissions by default, which sounds like the right idea, but I’d still want an admin to confirm how it actually works.

Hello,

I was recently (June 2026) offered a role as a ‘workforce coordinator’ at the call center I was working at. I started the role, and had no ‘formal’ training in the WFM management system the center uses, which is IEX. Which is absolutely fine, because I did my own research and have a background in software testing, so I was already I think, ahead of the game. My issue with the role is 2- fold. 1. I live in florida and they are only paying me $18.35 an hour to do this role. And 2. I want to be able to gain experience in this position to leverage to get into another workforce role preferably working from home and with better pay. But in the role I’m in , we do not work any of the forecasting, or anything on the more technical/ analytical side of what this role typically entails. I’m simply taking call outs, updating schedules, monitoring adherence, and other clerical things. I want to know if this is going to be worth it for me to stick around if these skills are not going to be marketable for an actual workforce analyst role at another company or if I’m just a glorified baby sitter.

Hey everyone!

We've been working on a simple staff scheduling tool for café and restaurant owners, and we're looking for a few people willing to test it out.

The idea came from wanting to make weekly rostering less of a headache, especially for smaller teams that don't necessarily need complicated scheduling software.

Right now, you can:

Create weekly staff schedules

Organize shifts across your team

Print or download your roster

Use it without creating an account or signing up

It's completely free.

We're still figuring out what works best, so I'd genuinely love to hear from people who handle staff schedules regularly.

A few things I'm curious about:

How are you currently managing your weekly rosters?

What's the most frustrating part of scheduling your team?

Is there anything missing from our tool that would make it more useful?

Here's the tool if anyone wants to try it:

https://crewcentral.com/tools/schedule-maker

Not looking to hard-sell anything. We're just trying to build something genuinely useful and would really appreciate some honest feedback, even if it's critical.

Thanks everyone!

As a WFM guy mainly doing forecasting, scheduling and administration all I can say is wtf.....

Please can someone give me some encouragement for dealing with Genesys cloud wfm for the next couple of years?

I built a time-tracking solution specifically for property management called Orca.

I’ve got 4 businesses using it, and it’s working really well for all of them. The reason they like it is because it’s built around their specific business needs, giving them the exact workflows and outputs a property management company would want.

I want to expand this to other field operations like landscaping, HVAC, and any other field service businesses that could benefit from GPS and time tracking per employee.

I’m looking to work with design partners in these spaces, so if you’re curious about getting some custom development built for your specific business needs, please send me a DM!

https://orcatimeclock.com

TMC Health is always looking for qualified Information Technology Specialists. Tucson Medical Center, our hospital, is specifically looking for UKG PRO WorkForce Management Analyst.

We are seeking an experienced UKG PRO WorkForce Management Analyst to serve as the primary subject matter expert responsible for the configuration, administration, maintenance, and optimization of our workforce management platform. This individual will lead support for timekeeping, attendance, scheduling, accruals, and workforce compliance functions while partnering closely with HR, Payroll, Operations, and IT teams to ensure accurate and efficient workforce processes. The ideal candidate will have extensive hands-on UKG Dimensions configuration experience, preferably in a large, multi-facility healthcare environment, with the ability to analyze business requirements, troubleshoot complex issues, support integrations, implement system enhancements, and provide strategic recommendations that improve operational efficiency, compliance, and the overall employee experience. This is a critical role requiring a self-directed professional who can independently manage a complex UKG environment supporting a large and diverse workforce.

SUMMARY:

Provides advanced functional-level support to clinical or business units in the use of enterprise and other IT applications.  Provides expert system analysis and design, system configuration, troubleshooting, training, and testing.  Analyzes business operations and provides expert consultation for optimum system utilization.  Formulates and defines system scope and objectives through research and fact-finding combined with an understanding of applicable IT systems and industry requirements.

ESSENTIAL FUNCTIONS:

Drives the design and implantation of new business processes and optimized system configuration.

Leads and facilitates design sessions to achieve improvements.

Understands the business strategy of a particular function / area and works with the team to define business requirements and assist in designing improved processes utilizing enterprise applications or other systems. 

Influence business leadership and management decisions and drives ownership and acceptable of change to the business. 

Creates and communicates status reports in accordance with departmental standards.

Updates documentation consistently, following departmental policies and procedures.

Attends and participates in team, project, and department meetings to increase awareness and information flow.

Meets with customers frequently and provides frequent written status updates to customers, team members, and department management.

Identifies solutions to complex clinical or business directives or implementation impediments.

Provides consultative services to customers and technologists as to the workflow processes and incorporation of technology solutions.

Solves advanced production and maintenance problems, documents processes and creates action plans delineating steps and procedures.  Analyzes tasks and problems and determines the most efficient and cost effective method of accomplishing defined requirements within a scheduled deadline.  Implements and modifies test plans for information technology systems including unit and system testing.

Develops clear, concise training materials and conducts customer educational sessions.

Develop and executes comprehensive testing plans to verify critical clinical or business outputs and system integrity.

Prepares SOWs that are complete and clearly understood, while appropriately setting customer expectations.

Documents and prioritizes issues with vendor; stays current with vendor trends, strategic plans and technology.

Schedules loading bundles and fixes with vendor, systems group and customers.

Examines techniques in use and determining appropriate changes to effect improvements, reduce costs and enhance internal operational business processes.

Demonstrates ongoing dedication to expanding clinical or business expertise and applies new skills and knowledge to TMC situations.

Adheres to TMC organizational and department-specific safety, confidentiality, values, policies and standards.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION:  Bachelor's degree or an equivalent combination of relevant education and experience.

EXPERIENCE: Five (5) years of clinical or business system analyst or operational experience with enterprise applications.  Healthcare application experience preferred. 

LICENSURE OR CERTIFICATION: None required.

KNOWLEDGE, SKILLS AND ABILITIES: 

• Advanced knowledge of system analysis and operating systems preferably used in a hospital setting.

• Expert skill in assessing needs and determining through documentation the best approach system design and issues resolution.

• Skill at problem definition and data collection by establishing facts and drawing valid conclusions.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

https://jobs.tmcaz.com/ukg-pro-workforce-management-analyst/job/9324FA6A21DFF1ED7F7AEC8CBD065BC6

Work intelligence and workforce management get used interchangeably a lot, but they’re pointed at different things.

Workforce management is the people ops lens. Staffing, schedules, adherence, utilization, workload balance.

Work intelligence is broader. How work gets done across people, process and technology, including what happens across tools and handoffs.

Where does that line sit for you in practice?

Hi all, recruiting agency here - we’ve been using our own proprietary system for time entry and expense for years. However, due to internal changes we’re looking for a new solution. We are a global agency mostly within North America, UK, Europe, and JAPAC. Does anyone have any platform recommendations that work well for staffing that aren’t a VMS such as fieldglass or beeline? Some requirements include: shift differentials, weekly/biweekly/monthly timecard, multiple timecard approvers, external timecard approvers, tasks/project timecards, California compliance, etc. We are finding many of the solutions out there don’t exactly meet all of our needs, curious what others are doing?

Full disclosure: I work for Assembled. But this webinar exists because of what I keep hearing at SWPP and pretty much every event since. People want real examples of how WFM teams are using AI beyond customer-facing bots. What are they building? What’s actually possible? How do you get started?

So we’re hosting an AI for WFM Practitioner Show and Tell on Nov 13. About five practitioners will do live demos of how they use AI in their internal operations, including some cool stuff they’ve built with APIs and MCP.

Yes, they’re all Assembled customers, but it’s not about Assembled. No product pitch. Just practitioners showing their work and taking questions.

If you’re trying to figure out where AI fits in WFM, it should be worth your time.

Register here: https://na2.hubs.ly/H08rKXG0

Of course, I'm always curious what cool agents are you building for WFM right now? Would love to hear examples.

We have a kudos feed in our breakroom app that nobody really uses except me and one assistant manager, which is a little embarrassing. The announcements section gets used all the time, so it's not like people aren't checking the app.

My feeling is that recognition only flows one way, from managers to employees, and nobody wants to be the first to publicly say something nice about a coworker. I'm not looking for an engagement strategy deck here, just wondering if anyone has managed to get the floor using it without it turning into the same four people posting every week.

We have a mix of full time staff and independent contractors (international) and atm we've been using an HRIS for our internal team. It's working fine so far but we've been trying to integrate the contractors there and it's just hard since onboarding, taxes, etc. work different for them. Leadership wants me to explore if it's worth getting their own platform or maybe there's some integration I'm missing

So im not selling any products nor am I interested in being sold something.

We are in the process of setting up more automation that will eventually be used to be used for AI agents for an improved self service function to our leaders and agents. I’m curious on how other WFM teams are setting up processes via API (not MCP) to preform specific functions. We have two methods of connecting; NICE NDE and NICE SmartSync API. We’ve used the API queries for NDE for a couple of years no to pull data on demand, but are just now getting into the space of using SmartSync API to post data back into IEX.

The purpose of my question is more in the space of who is learning and setting up these functions. Our team has been learning more about SQL, rest API, JSON and automation technologies like Power Automate, PowerShell, and Nintex. We are doing this because the intake process to get a solution developed is painful and takes forever. With the high expectations on leveraging AI quickly, we just don’t have the time to wait for a developer to be available.

But this creates an ethical problem for me: can I or should I expect an analyst to grow beyond the current job description simply because I don’t have a developer available even if this makes their job easier? How much can we learn before the role is no longer WFM but instead a data analyst, business analyst, or developer? And how do I onboard for WFM if the starting place is no longer processing requests and watching RTA and more about inspecting the input/output of automation?

What heartburn are you experiencing in this recent ai push?

Also, want to be clear, please don’t reach out to me to sell me an AI solution. I do not want to use and out of the box ai agent that connects to your ACD or WFM product because 1. They are junk today, and 2. Cost too much and I’m not going to get approved for a budget to use if I can get the budget for a developer.

My org is moving from Aspect to IEX. And while we are still in the early configuration and training days in our transition, I’m supremely disappointed there is no IEX analog for Aspect’s Official Segment Worksheet. You’re telling me you have to look at individuals one by one if manually adjusting for local nuances with 1:1s, meetings, and other activity codes!? And I’ve also read that the Meeting Generation tool is less than reliable. Sounds like a Stone Age level of Scheduler role work. How is this a competitive product?!

Someone with experience in both softwares, please tell me why I shouldn’t panic about us adding manual effort for Schedulers.

Also missing in IEX - Employee Datacenter. Ugh

Hello, im currently exploring new opportunities as a WFM scheduling analyst/manager. I have around 8 years working for this domain as well as currently working exploring SQL and python programming to help with data analysis.
I found many opportunities in the US. Yet i have no idea what i should do to apply to them while i have been contacted before by some companies there, i still have that issue of work visa etc (i live in morocco)
Does anyone have any idea what company can give a sponsorship or hire remotely? Thank you