A productivity and operations platform built for Workforce Management (WFM) and Real-Time Operations teams.
WFM Assistant streamlines daily operational activities by providing a centralized workspace for workforce planning, operational reporting, agent management, communication workflows, queue management, scheduling support, and process automation.
Over time, the platform has evolved through more than 200 production deployments into a comprehensive operational toolkit supporting a wide range of workforce management functions.
WFM Assistant was developed to reduce manual effort, standardize operational workflows, and improve day-to-day efficiency for Workforce Management and Real-Time Analyst teams.
The application combines multiple operational utilities into a single interface, allowing teams to perform common activities without switching between multiple tools, spreadsheets, and reporting systems.
WFM Assistant started as a simple operational dashboard and gradually evolved through more than 200 production deployments into a comprehensive Workforce Management toolkit.
Major phases of development included:
- Workforce communication tools
- Flex management automation
- Agent lookup services
- Webex integrations
- Verint automation
- Intraday reporting
- AHOD management
- HC approval workflows
- Reporting and analytics platforms
- GitHub-driven feedback processes
The project continues to evolve based on operational requirements, user feedback, and process improvement opportunities.
One of the largest components of WFM Assistant is its reporting framework, designed to automate workforce reporting and eliminate manual spreadsheet processing.
- Agent Productivity View
- Team Manager Productivity View
- LOB Productivity View
- AUX Hours Analysis
- Shrinkage Reporting
- Activity Breakdown Reporting
- Scheduled vs Actual Metrics
- Workforce Trend Analysis
A centralized reporting engine that processes workforce data and generates operational insights.
Features include:
- Dynamic report generation
- XLSX export
- Column sorting
- Interactive filtering
- Time-unit conversion
- Productivity reporting
- Workforce analytics
An advanced reporting framework supporting historical analysis and operational reporting.
Features include:
- Date-range reporting
- Weekly reporting
- Agent-level productivity analysis
- Shrinkage analysis
- Event tracking
- Waste tracking
- Historical workforce reporting
Automated processing of Verint exports and workforce scheduling data.
Capabilities include:
- Schedule import automation
- Workforce activity processing
- Shrinkage extraction
- Schedule analytics
- Attendance analysis
- Productivity aggregation
- Multi-LOB workforce reporting
Automated data processing pipelines that transform raw workforce data into actionable operational reporting.
Capabilities include:
- Workforce data aggregation
- Query automation
- Historical trending
- Daily analytics generation
- Automated spreadsheet population
- Data validation
- Error recovery workflows
A centralized AHOD tracking system used by Workforce Management teams.
Features include:
- AHOD activation
- AHOD removal
- Session-based tracking
- Queue-level visibility
- Historical audit logs
- Live synchronization
The AHOD system is also integrated with operational workflows to provide immediate visibility whenever coverage changes occur.
Workforce lookup platform designed to reduce time spent searching across multiple reporting sources.
Features include:
- Agent lookup
- Team manager lookup
- PTO visibility
- Flex information
- Workforce mapping
- Multi-source searching
Workforce planning tools supporting daily operational decision-making.
Features include:
- Queue movement announcements
- Capacity requests
- Buffer HC requests
- Staffing communications
- Operational planning support
Generate Slack-ready HC approval requests with automatic formatting and timezone conversion.
Supported Timezones:
- CST
- Egypt Time
- IST
Features include:
- Time conversion
- Duration calculation
- Slack formatting
- Automatic clock emoji selection
- One-click copy functionality
Structured outage communication and tracking workflows.
Features include:
- Outage submission
- Start/end time capture
- Location tracking
- Operational impact communication
- Workforce reporting support
Tools designed to standardize workforce communication.
Features include:
- Canned responses
- Operational templates
- Slack-ready formatting
- One-click copy
- Workforce messaging support
Automated ingestion and processing of workforce reports.
Capabilities include:
- Gmail automation
- Attachment processing
- Automated report imports
- Spreadsheet population
- Cleanup automation
- Schedule ingestion
Communication automation built for workforce operations.
Features include:
- Automated Webex messaging
- Adaptive Cards
- Workforce notifications
- OOA reporting
- Manager summaries
- Team communications
The primary interface bringing together workforce operations, reporting, planning tools, communication workflows, and analytics into a single platform.
Capabilities include:
- Workforce operations support
- Real-time workflow management
- Planning utilities
- Reporting access
- Queue management
- Operational automation
- HTML5
- CSS3
- JavaScript
- Google Apps Script
- Google Sheets
- Google Drive
- Internal Reporting Systems
- GitHub Hosted Configuration Files
- Slack Workflow Support
- Webex Automation
- Gmail Automation
- Workforce Reporting Data Sources
WFM Assistant was developed to support real-world Workforce Management and Real-Time Operations workflows in a production environment.
To protect organizational data, internal processes, operational reporting structures, and system integrations, screenshots, source code, configuration files, and implementation details are intentionally excluded from this repository.
The repository focuses on documenting the project's functionality, evolution, architecture, and operational impact while ensuring that no confidential information, company-sensitive workflows, credentials, internal reports, or proprietary business logic are disclosed.
This approach allows the project to be showcased as part of a professional portfolio without compromising security, compliance requirements, or organizational data protection standards.
This project demonstrates:
- Workflow Automation
- Workforce Management Operations
- Google Apps Script Development
- Spreadsheet Automation
- Operational Process Design
- Front-End Development
- Internal Tool Development
- Real-Time Operations Support
- Reporting & Analytics Development
- Process Standardization
- Business Workflow Automation
- Enterprise Tool Ownership
- ✅ 200+ Production Deployments
- ✅ Multi-Year Active Development
- ✅ Workforce Reporting Platform
- ✅ Agent Lookup Platform
- ✅ AHOD Management System
- ✅ HC Planning & Approval Workflows
- ✅ Webex Automation Suite
- ✅ Verint Automation Workflows
- ✅ Gmail Processing Automation
- ✅ GitHub Release Management
- Release notes inside the application
- Additional reporting dashboards
- Enhanced AHOD analytics
- Configurable notification center
- User preference profiles
- Expanded operational templates
- Advanced workforce insights
- Historical trend reporting
Bug reports and feature requests are welcome.
Please use:
- Issues → Bug Report
- Issues → Feature Request
This repository is maintained for portfolio, documentation, release tracking, and project showcase purposes.
The production source code is intentionally not published in order to protect company data, internal workflows, reporting structures, integrations, operational processes, and environment-specific business logic.
No confidential information, credentials, proprietary configurations, internal reports, or sensitive implementation details are included in this repository.
Fathy Mkhimer
Lead Real-Time Analyst
Passionate about Workforce Management, process automation, operational excellence, reporting solutions, and building tools that simplify complex operational workflows.
GitHub: https://github.com/Mkhimer69