NICE workforce management
Ny work for NICE is protected by NDA. Luckily, the things I was working on are already released, so I can show screenshots published at nice.com
My role in NICE
I improved the user experience of a module that analyses historical data, forecasts, and composes schedules powered by AI. Additionally, I supported the product's growth by adapting its information architecture and interfaces to manage up to 10,000 agents. The product was originally designed for smaller contact centres.
Forecasting and What-If
One of my favorite projects in NICE was an interface for a forecasting engine. Based on the forecast, staffing plan (used in scheduling later) was created. I designed an interface for answering the question: "What if the forecast is different and how it impacts the scheduling plan?"
Reporting
One of my favorite projects in NICE was an interface for a forecasting engine. Based on the forecast, staffing plan (used in scheduling later) was created. I designed an interface for answering the question: "What if the forecast is different and how it impacts the scheduling plan?"