Frequently Asked Questions
Answers to common questions about Optimal Workforce features, data, optimization, and more.
Find answers to the most common questions about using Optimal Workforce.
Getting Started
How do I get an account?
Optimal Workforce accounts are created by our team when your organization partners with us. You'll receive an email invitation to set up your login. If you haven't received an invitation, contact your organization's administrator or reach out to Optimal Workforce.
Can I sign up on my own?
No, accounts are provisioned by Optimal Workforce. We work directly with organizations to set up accounts, configure data connections, and ensure everything is ready for your team.
How do I reset my password?
Click the "Forgot Password" link on the login page. Enter your email address, and you'll receive instructions to reset your password.
What browsers are supported?
Optimal Workforce works best with:
- Google Chrome (recommended)
- Mozilla Firefox
- Microsoft Edge
- Apple Safari
We recommend keeping your browser updated to the latest version.
Data Questions
Where does the data come from?
Your caseload data can come from:
- API integration - Direct connection to systems like AlayaCare or other HIMS platforms
- CSV upload - Manual upload of spreadsheet files
See the Data Sources documentation for setup instructions.
How often is data updated?
For API connections:
- Data syncs automatically on a regular schedule (typically daily)
- You can trigger a manual sync when needed
For CSV uploads:
- Data is updated when you upload a new file
- Upload as frequently as needed for your use case
Is my data secure?
Yes. We take data security seriously:
- All data is encrypted in transit and at rest
- Access is limited to authorized users in your organization
- We follow industry best practices for security
- See our Privacy Policy for details
Can I delete my data?
Yes. Contact Optimal Workforce support to request data deletion. We can remove your organization's data upon request.
Optimization Questions
How long does an optimization take?
Run times vary based on organization size:
- Small (< 50 employees): 1-2 minutes
- Medium (50-200 employees): 2-5 minutes
- Large (> 200 employees): 5-15 minutes
Complex constraints may increase run time.
Will optimization change all my assignments?
Usually not. Optimization:
- Respects existing relationships where they're already efficient
- Focuses changes where they make the biggest impact
- Lets you set continuity preferences
- Gives you control over which changes to apply
Typically, 10-30% of assignments change to achieve significant improvements.
Can I undo optimization changes?
In Optimal Workforce, you review and explicitly apply changes. If you don't apply changes, nothing is modified.
Once applied in the platform, you can:
- Upload a new CSV with previous assignments
- Update your HIMS directly (for API connections)
How often should I run optimization?
Recommended frequency:
- Quarterly - Regular review to address drift
- After major changes - When staff leave or new hires join
- Before planning sessions - To inform strategic decisions
Monitor your dashboard to spot when optimization is needed.
What if the results don't look right?
If optimization recommendations seem wrong:
- Check your data quality, especially locations
- Verify employee capacity settings
- Review the constraint configuration
- Try different weight settings
- Contact support if issues persist
Dashboard Questions
Why do I see no data on the dashboard?
Check that:
- Your data source is connected
- A sync has completed successfully
- At least one region is selected (for API connections)
- You have permission to view the data
How do I export dashboard data?
- Navigate to the dashboard
- Click the Export button
- Select CSV, PDF, or image format
- Download the file
What do the metrics mean?
See the Monitoring documentation for detailed explanations of:
- Balance Score
- Travel metrics
- Capacity utilization
- Geographic clustering
Account & Access Questions
How do I invite a team member?
If you're an Admin or Owner:
- Go to Settings > Members
- Click Invite Member
- Enter their email and select a role
- They'll receive an email invitation
What are the different user roles?
| Role | Capabilities |
|---|---|
| Owner | Full access including organization settings |
| Admin | Manage data sources, run optimizations, invite members |
| Member | Run optimizations and view results |
How do I change someone's role?
If you're an Admin or Owner:
- Go to Settings > Members
- Find the team member
- Click to edit their role
- Select the new role and save
How do I remove a team member?
If you're an Admin or Owner:
- Go to Settings > Members
- Find the team member
- Click to remove them
- Confirm the removal
They'll immediately lose access to the platform.
Technical Questions
Do I need to install anything?
No. Optimal Workforce is a web application. Just open your browser and navigate to the login page. No downloads or installations required.
Can I use Optimal Workforce on mobile?
The platform is designed for desktop use. While you can access it on mobile devices, the full experience is best on a laptop or desktop computer.
What happens if my internet goes down?
Optimal Workforce requires an internet connection. If you lose connection:
- You'll be disconnected from the platform
- Running optimizations will continue on our servers
- Reconnect to resume where you left off
Are there usage limits?
Contact Optimal Workforce to understand any limits that apply to your organization's plan.
Billing Questions
How does billing work?
Billing is handled directly between your organization and Optimal Workforce. Contact your organization's administrator or Optimal Workforce for billing questions.
How do I update payment information?
Contact Optimal Workforce directly for any billing or payment changes.
Still Have Questions?
If your question isn't answered here:
- Check the relevant documentation section
- Email support@optimalworkforce.com
- Include details about your question
- We'll respond within 1 business day