Cisco Unified Workforce Optimization

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Cisco Unified Workforce Optimization
Workforce Management 8.2 Adminstration User Guide
October 31, 2007
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Workforce Management 8.2 Adminstration User Guide
© 2007 Cisco Systems, Inc. All rights reserved.
Contents
Understanding Workforce Management 13
■
Introduction 13
■
Definitions 14
■
Intended Audience 15
■
WFM Documentation 16
Getting Started 17
■
Introduction 17
■
Logging into Workforce Management 18
■
The Workforce Management Administrator Interface 21
Using the Navigation Pane 22
Sorting a Column in a Table 22
Searching for an Item in a Table 23
Viewing a Large Table with Many Rows 24
Moving Items between Lists 25
Description of Icons 25
Description of Navigation Buttons 26
■
Setting Display Preferences 27
Displaying the Date Format 27
Customizing a Dashboard 28
Selecting Schedule Display Parameters 31
Changing Your Password 32
■
Entering Dates 33
Entering a Date in a Field 33
Entering a Date from the Toolbar 34
■
Selecting a CSQ 36
Selecting a CSQ from the Toolbar 36
Selecting a CSQ from the Context Pane 37
■
Selecting a Team from the Context Pane 38
■
Selecting a CSQ Mapping from the Context Pane 39
Contents
Managing the Environment 41
■
Introduction 41
■
Contact Service Queues 42
Scheduling Multiple CSQs as a Group 43
Maintaining CSQ Attributes 43
CSQ Mappings 45
Exception Types 45
Time Zones 46
■
Managing CSQ Mappings 47
Creating a CSQ Mapping 47
Editing a CSQ Mapping 49
Assigning Agents to a CSQ Mapping 50
Assigning CSQs to CSQ Mapping 51
Deleting a CSQ Mapping 52
■
Managing Contact Service Queues 53
Creating a CSQ 53
Editing a CSQ 58
Assigning CSQ Mappings to the CSQ 59
Creating a Virtual CSQ 60
Entering Scheduling Parameters Priorities 61
Deleting a CSQ 63
■
Managing Exception Types 64
Creating an Exception Type 64
Editing an Exception Type 66
Deleting an Exception 67
■
Managing Time Zones 68
Displaying Time Zones 69
Adding CSQs to a Time Zone 72
Adding Agents to a Time Zone 74
Contents
Managing Agents 75
■
Introduction 75
■
Synchronization between Unified CCX and Workforce Management 76
Synchronization Service and Teams 76
Synchronization Service and Agents 77
Synchronization Service and CSQs 78
■
Managing Teams 79
Teams 79
Creating a Team 80
Editing a Team 82
Assigning Agents to a Team 83
Deleting a Team 85
■
Managing Agents 86
Agents 87
Editing an Agent 89
Assigning Teams to an Agent 93
Assigning CSQ Mappings to an Agent 94
Displaying an Agent’s Work Shift Rotation 95
Displaying an Agent’s Exceptions 95
Editing an Agent’s Exception 97
Deleting an Agent’s Exceptions 98
■
Managing Work Shifts 100
Work Shifts 100
Fixed Work Shift 100
Variable Work Shift 100
Minimum and Maximum Days per Week and Hours per Day 101
Earliest and Latest Start Times 101
Optimization 101
Creating a Work Shift 103
Editing a Work Shift 107
Displaying Agents Associated with a Selected Work shift 108
Associating Work Conditions with a Work Shift 109
Contents
Deleting a Work Shift 110
■
Managing Work Conditions 111
Work Conditions 111
Creating a Work Condition 112
Editing a Work Condition 115
Assigning Work Shifts to a Work Condition 117
Deleting a Work Condition 118
■
Managing Work Shift Assignments 119
Assigning Work Shifts 120
Copy a Work Shift Rotation 123
Displaying Assigned Work Shifts 124
■
Managing Exceptions 126
Assigning an Exception 127
Exception Examples 128
Managing Forecasts 133
■
Introduction 133
■
Forecasting Process 134
■
Distribution 136
Guidelines for Generating a Call Distribution 137
Generating a Call Distribution 138
■
Edit Distribution 140
Editing a Call Distribution 141
Displaying a Call Distribution Graph 143
Copying a Call Distribution 145
■
Forecast Request 146
Forecast Generation Process 147
Limited Call History or Rapidly Changing Situation 148
Extensive Call History 148
Methods for Forecasting with Trends 149
Overall Trend 149
Contents
Specific Trends per Day 149
Methods for Estimating Daily Call Volume 150
Previous Year Equivalent Day 150
Average of Equivalent Days 150
Call Handling Estimation Methods 151
Generating a Forecast with Trends 151
Generating a Forecast without Trends 156
■
Edit Forecast 162
Editing a Forecast 162
■
Special Events 169
Special Event Impact 169
Creating a Special Event 170
Editing a Special Event 171
Deleting a Special Event 172
■
Assign Events 173
Assigning a Special Event 173
Editing an Assigned Special Event 175
Deleting an Assigned Special Event 177
■
Firm Dates 178
Creating and Editing a Firm Date Association 178
Deleting a Firm Date Association 179
Copying a Firm Date Association 180
■
Closed Days 181
Entering Closed Days 181
Copying Closed Days 182
Managing Schedules 183
■
Introduction 183
■
Schedule Request 184
Closed Days and Fixed Work Shifts 184
Creating a Schedule 185
Contents
■
Edit Schedule 187
Editing a Schedule 187
Interpreting the Schedule Maintenance Pane 189
■
Schedule Viewer 190
Using the Schedule Viewer 190
Managing Intraday Functions 193
■
Introduction 193
■
Post-Production Activities 194
Scheduling Post-Production Activities 194
Interpreting the Analysis 196
Selecting an Exception 197
■
Dashboard 199
Numerical Display Options 199
Graphical Display Options 200
Statistical Display Options 201
Using the Dashboard 204
■
Supervisor 206
Using the Supervisor Dashboard 206
■
Coverage 208
Interval Display Options 208
Viewing Coverage Requirements 209
■
Schedule Trade 211
Trading Schedules 211
■
Adherence 214
Adherence Display Options 214
Adherence and Conformity 216
Monitoring Schedule Adherence 217
■
Inbox 223
Accessing Your Inbox 223
Approving Exception Requests 224
Contents
Approving Schedule Trade Requests 226
Managing Reports 229
■
Introduction 229
■
Agent Productivity 230
Column Headers for Agent and Team Productivity Reports 230
Generating an Agent Productivity Report 231
■
Team Productivity 234
Generating Productivity Reports by Teams 234
■
Agent Report Card 236
Column Headers for Agent Report Card 236
Generating the Agent Report Card 236
■
Schedule Reports 239
Column Headers for Schedule Reports 239
Generating Schedule Reports 239
Displaying Historical Call Data 243
■
Introduction 243
■
Displaying Historical Call Data 244
Managing Special Functions 247
■
Introduction 247
■
Compiling Historical Call Data 248
■
Merging Historical Call Data 250
■
Entering Historical Call Data Manually 252
Contents
Managing Administration 255
■
Introduction 255
■
Managing Roles 256
Displaying a Role 257
Displaying a Role’s Privileges 258
Assigning Users to a Role 259
■
Managing Views 260
What is a View? 260
Creating a View 260
Editing an Existing View 262
Assigning Users to a View 262
Assigning CSQs to a View 263
Assigning Teams to a View 264
Assigning Work Conditions to a View 265
Assigning Work Shifts to a View 266
Assigning Exceptions to a View 267
Assigning CSQ Mappings to a View 268
Deleting a View 269
■
Managing Users 270
Creating a New User 271
Editing an Existing User 274
Assigning a Role to a User 276
Assigning Views to a User 277
Deleting a User 278
■
Managing the Default System Configuration 280
Configuring the Workforce Management System 280
Configuring the Dashboard 281
Configuring the Default Schedule Format 283
■
Managing Requests to the Server 285
Displaying the Request Details 285
Deleting Server Requests 287
■
Managing Compilation Requests 288
Contents
Displaying Compilation Requests 288
Deleting Compilation Requests 290
■
Managing Generic Exceptions 291
Creating a Generic Exception 291
Editing a Generic Exception 292
Deleting a Generic Exception 293
Scheduling Multimedia Activities 295
■
Introduction 295
■
Scheduling Agents to Respond to Email 296
Guidelines for Scheduling Agents to Handle Email 296
■
Scheduling Agents to Support Chat Services 298
Guidelines for Scheduling Agents to Handle Chat 299
Glossary 301
Index 307
Contents
Understanding Workforce
Management
Introduction
Workforce Management (WFM) administration interface allows contact center
managers to develop schedules for multiple sites, manage key performance
indicators, and manage real-time adherence to schedules.
You can use Workforce Management to:
October 2007
■
Manage schedules for any sites in different locations and time zones
■
Manage schedules for alternative media sources (for example, chat,
email and faxes)
■
Generate forecasts
13
Administrator User Guide
Definitions
This document uses the following terms:
14
■
WFM — Workforce Management
■
CSQ — Contact service queue
■
CSQ mapping — Contact service queue mapping
October 2007
Intended Audience
Intended Audience
This document is written for contact center managers, administrators and supervisors
who develop schedules for multiple sites, manage key performance indicators, and
manage real-time adherence to schedules.
October 2007
15
Administrator User Guide
WFM Documentation
The following documents contain additional information about WFM:
16
■
Workforce Management Agent User Guide for Cisco Unified Workforce
Optimization
■
Workforce Management Installation Guide for Cisco Unified Workforce
Optimization
■
Workforce Management Service Information Manual for Cisco Unified
Workforce Optimization
■
Workforce Management Release Notes for Cisco Unified Workforce
Optimization
October 2007
Getting Started
Introduction
This chapter explains how to:
October 2007
■
Log into the WFM Administration Interface
■
Navigate within the different menus and panes
■
Set preferences
■
Use icons in WFM
17
Administrator User Guide
Logging into Workforce Management
The following procedure describes how to log into Workforce Management.
You can use this login procedure if you are an agent, supervisor, administrator or
scheduler. The degree of access you have to Workforce Management is determined by
the roles and view assigned to your username. For more information on roles and
views, see "Managing Administration" on page 255.
To log into Workforce Management:
1. Enter the following URL in your web browser, where wfm is either the name or
IP address of the server on which WFM installed.
http://wfm:8087/c3/
NOTE: The website address is case sensitive.
18
October 2007
Logging into Workforce Management
The Workforce Management login window appears (Figure 1).
Figure 1.
Workforce Management login window
2. Enter your Workforce Management username and password.
NOTE: Your Workforce Management username and password is your
Active Directory username and password. The Active Directory
username and password is the username and password you use to
log into your PC. If your company does not use Active Directory, ask
your system administrator for your WFM username and password.
The username is not case sensitive and the password is case sensitive.
3. Click GO or press the Enter key to log into Workforce Management. The
Workforce Management window appears (Figure 2).
October 2007
19
Administrator User Guide
NOTE: The topics that appear in the Navigation menu depend on the
roles that are assigned to the username you used to log into
Workforce Management. For example:
■
An administrator has access to Environment, Agents, Forecasting,
Schedules, Intraday, Reports, Historical, Special Functions and
Administration.
■
A scheduler has access to Environment, Agents, Forecasting, Schedules,
Intraday, Reports and Historical.
■
A supervisor has access to Schedules, Intraday and Reports.
■
An agent has access to My Page.
A username can be assigned any combinations of administrator, scheduler or
supervisor roles. If multiples roles are assigned to the username, you will see
a combination of these topics that reflect the roles assigned to the username.
A username assigned to the agent role only has access to My Page.
Figure 2.
20
Workforce Management window for an administrator
October 2007
The Workforce Management Administrator Interface
The Workforce Management Administrator
Interface
The Workforce Management Administrator interface (see Figure 3) has two panes.The
left pane is the Navigation pane. The right pane displays the task you select in the left
pane.
Figure 3.
Workforce Management Administrator interface
This topic covers the following information:
October 2007
■
"Using the Navigation Pane" on page 22
■
"Sorting a Column in a Table" on page 22
■
"Viewing a Large Table with Many Rows" on page 24
■
"Moving Items between Lists" on page 25
■
"Description of Icons" on page 25
■
"Description of Navigation Buttons" on page 26
21
Administrator User Guide
Using the Navigation Pane
Use these mouse actions to use the Navigation pane.
Click any topic in the Navigation pane to expand or collapse the menu
(Figure 4).
■
Figure 4.
Navigation Menu
Left Arrow
Navigation Menu
Topic
Task
■
Click a task to display the associated fields in the right pane.
■
To hide the Navigation pane, click
■
To display the Navigation pane, click
(left arrow).
(right arrow).
Sorting a Column in a Table
Data that is presented in tabular form (see Figure 5) can be sorted based on the
contents of a single column in the table. The sort can be ascending or descending.
The small arrow at the right of the primary sort column header displays the direction
of the sort, ascending or descending.
NOTE: Numbers are sorted in alphanumeric order without accounting
for the actual value of the number. For example: 1 appears after
0999, 3 appears after 299, 31 appears after 3, 34 appears after
3104 and so on.
22
October 2007
The Workforce Management Administrator Interface
To sort a table by one column:
■
Figure 5.
Click the column header. Click again to reverse the sort order.
Example of a sortable table
Searching for an Item in a Table
If a table contains many items, you can use
(Search), to locate an item more
quickly. Workforce Management provides two types of searches:
■
Simple
■
Advanced
To perform a search:
1. Click
Figure 6.
October 2007
(Search). The basic search fields appear (Figure 6).
Basic search fields
23
Administrator User Guide
2. You have two options for performing a search:
■
To perform a simple search, enter the user’s first name or last name or
both first and last names in the fields.
■
To perform an advanced search, click Advanced Search (Figure 7) and
enter the appropriate text in the fields. To return to the simple search
fields, click Simple Search.
NOTE: The search fields are case sensitive.
Figure 7.
Advanced search fields
3. Click
(Go). The results appear in the list.
Viewing a Large Table with Many Rows
WFM frequently displays tables. Some tables have more rows than can be viewed on a
pane. When a table is large, options appear at the bottom of the pane (Figure 8) that
allow you to move quickly through the table.
You view tables either in scrolling or paging mode. Paging is the default mode.
Figure 8.
Paging mode
Use these mouse actions to view a large table.
24
■
To go to the first page, click First. To go to the last page, click Last.
■
To display all items on a single page, click Show all. Workforce Management
display all items in the list. Use the scroll bar on the right to view all items.
■
To display items on multiple pages, click Paging Mode at the bottom of the
table. The Paging Mode pane appears (see Figure 8).
■
To go directly to a page, enter the page number in the Goto field and click
Goto, or click the page number between the arrows.
October 2007
The Workforce Management Administrator Interface
■
To move forward or backward in 5 pages at a time, use
(Previous Group)
or
(Next Group). For example, if you are currently viewing page 1 and click
(Next Group), WFM displays page 6.
NOTE: If there are less than 5 pages of items in the table, the arrow
buttons will not work.
Moving Items between Lists
Use these mouse actions to select items in an available list and move them to an
assigned list.
■
To select an item in an available list, click the name of the item.
■
To select multiple non-contiguous items in the available list, press the Crtl key
while selecting each item in the list.
■
To select multiple contiguous items in an available list, click the first item in
the list and shift-click on the last item in the list.
■
To move the available items to the assigned list, select the names of the items
in the available list, then click >. The names of the selected items move to the
assigned list.
Used these mouse actions to select items in an assigned list and move them to an
available list.
■
To select an item in an assigned list, select the check box next to the item.
■
To select multiple non-contiguous items in the assigned list, select the check
box next to each item.
■
To select all items in an assigned list, select check box in the column header
of the assigned list. A check mark appears in all check boxes in the assigned
list.
■
To move the assigned items to the available list, select the names of the items
in the assigned list, then click <. The names of the selected items move to the
available list.
Description of Icons
The following table describes the most frequently used actions and their icons in
WFM.
Icon
October 2007
Actions
Description
Hide
Hide the Navigation pane.
Display
Display the Navigation pane.
25
Administrator User Guide
Icon
Actions
Description
New
Create a new file (user, agent, CSQ mapping, etc.).
Save
Save the newly created or modified files.
Delete
Delete the selected files.
Search
Search for files in a list.
Print
Print the displayed data.
Adjusted Time /
Not Adjusted Time
Toggles between the time zone associated with the
virtual CSQ (Adjusted Time) and the time zone
associated with a single CSQ within the virtual CSQ
(Not Adjusted Time).
Refresh
Refresh the displayed data (if applicable).
Launch a request
Generate a processing request to the server.
Define the context
Define the work context (CSQ, date, etc.).
Next Group
Move forward 5 pages at a time.
Previous Group
Move backward 5 pages at a time.
Back
Return to previous pane.
New exception
request
Create a new exception request. This icon only
appears under My Page section.
New schedule
swap request
Create a new request to trade schedules. This icon
only appears under My Page section.
Description of Navigation Buttons
The following table describes the most frequently used navigation buttons in WFM.
Button
Description
Preferences
Display the My preferences pane.
Help
Display help.
About
Display the WFM version in a separate dialog box.
NOTE: Turn off your pop-up blocker to view this
information.
Quit
26
End your session.
October 2007
Setting Display Preferences
Setting Display Preferences
Use the procedures in this section to change your display preferences. This topic
covers the following information:
■
"Displaying the Date Format" on page 27
■
"Customizing a Dashboard" on page 28
■
"Selecting Schedule Display Parameters" on page 31
■
"Changing Your Password" on page 32
■
"Selecting a CSQ from the Toolbar" on page 36
■
"Selecting a CSQ from the Context Pane" on page 37
Displaying the Date Format
Use this procedure to select the date format that you want to appear on Workforce
Management panes and reports.
To select a date format:
■
Figure 9.
October 2007
Click Preferences. The General tab on the My preferences pane appears
(Figure 9).
My Preferences: General tab
27
Administrator User Guide
Customizing a Dashboard
Use this procedure to select the views and formats that you want to appear on your
dashboard.
To customize a dashboard
1. From the My preferences pane, click the Dashboard tab. The Dashboard tab
on the My preferences pane appears (Figure 10).
Figure 10.
28
My Preferences: Dashboard tab
October 2007
Setting Display Preferences
2. Complete the fields.
Field Name
Description
Dashboard
View
Select the view you want to display on your dashboard
display. The available options are:
• Results x CSQ Mapping
• Results x CSQ: Agents
• Results x CSQ: Calls
• Results x Team
• View: ASA
• View: All data — Displays all call and occupancy
information.
• View: Calls — Displays call information
• View: Occupancy — Displays occupancy information.
• View: Service Level
Statistics View
Select the view you want to display on your dashboard.
The available options are:
• Results x CSQ Mapping
• Results x CSQ: Agents
• Results x CSQ: Calls
• Results x Team
• View: ASA
• View: All data — Displays all call and occupancy
statistics.
• View: Calls — Displays call statistics
• View: Occupancy — Displays occupancy statistics.
• View: Service Level
October 2007
29
Administrator User Guide
Field Name
Description
Graph #1, #2
and #3 Data
Select the data to be graphed for each display in the
dashboard. You can specify up to three graphs. The
available options are:
• Calls
• Agents
• Service Level
• Real Occupancy Ratio
• Average Speed of Answer
• Real Call Handling time
Graph #1, #2
and #3
Format
Select a format for the graph. The available options are:
• Vertical Bar
• Horizontal Bar
• Line Graph
3. Click
30
(Save) to save your changes.
October 2007
Setting Display Preferences
Selecting Schedule Display Parameters
Use this procedure to select the information that you want to appear on your schedule.
To select schedule display parameters:
1. From the My Preferences pane, click the Schedule tab. The Schedule tab on
the My preferences pane appears (Figure 11).
Figure 11.
My Preferences: Schedule tab
2. Choose one of the following options from the Show Unavailable Agents on the
Schedule drop down list.
■
Yes — Displays unavailable agents on the schedule.
■
No — Hides unavailable agents on the schedule.
3. Select the time when you want the schedule display to start from the Start
Time field.
4. Select the time when you want the schedule display to end from the End Time
field.
NOTE: If you select a start time of 00:00 and an end time of 24:00,
you might need to scroll from left to right to see the entire schedule.
5. Click
October 2007
(Save) to save your changes.
31
Administrator User Guide
Changing Your Password
You might be asked to change your password when you first log into Workforce
Management or periodically. Use this procedure to change the password you use
when logging on to Workforce Management.
To change your password:
1. From the My Preferences pane, click the Password tab. The Password tab on
the My preferences pane appears (Figure 12).
Figure 12.
My Preferences: Password tab
2. Enter your current password in the Old Password field.
3. Enter your new password in the New Password field.
4. Click
32
(Save) to save your changes.
October 2007
Entering Dates
Entering Dates
There are many instances in Workforce Management where you need to enter a date.
This topic covers the following information.
■
"Entering a Date in a Field" on page 33
■
"Entering a Date from the Toolbar" on page 34
Entering a Date in a Field
To enter a date in a field:
1. Click a date field in the pane. The Workforce Management calendar appears
(Figure 13).
Figure 13.
Workforce Management calendar
Previous Month
Next Month
Day
Previous year
Next year
Months
2. To enter a date, you have the following options:
■
October 2007
If there is a date field, enter the date directly in the date field using the
format displayed in the General tab for the My Preferences pane. See
"Displaying the Date Format" on page 27 for more information.
33
Administrator User Guide
■
Select the year, month and day from the Workforce Management
calendar.
—
To select a previous or future year, click the previous or next year
future to the abbreviated months. When you select a year, it becomes
the current year on the calendar.
—
To select a specific month, click the letter associated with the month.
The letters are displayed in the order the months occur (for example, J
— January, J — February, M — March, and so on).
—
To select the previous or next month, use the arrows. Click the
(right arrow) to display the next month or click
(left arrow) to
display the previous month.
—
To select a day within a month, click the number associated with the
day in the calendar. The date appears in the date field.
3. Click Close to dismiss the calendar.
Entering a Date from the Toolbar
To enter a date from the too bar:
1. Click Define the Context (
) in the toolbar.
The Workforce Management calendar appears (Figure 13).
Figure 14.
Workforce Management calendar
Previous Month
Next Month
Day
Previous year
Next year
Months
34
October 2007
Entering Dates
2. Select the year, month and day from the Workforce Management calendar.
—
To select a previous or future year, click the previous or next year
future to the abbreviated months. When you select a year, it becomes
the current year on the calendar.
—
To select a specific month, click the letter associated with the month.
The letters are displayed in the order the months occur (for example, J
— January, J — February, M — March, and so on).
—
To select the previous or next month, use the arrows. Click the right
arrow (
) to display the next month or click the left arrow (
) to
display the previous month.
—
To select a day within a month, click the number associated with the
day in the calendar. The date appears in the date field.
3. Click Define the Context (
October 2007
) to dismiss the calendar.
35
Administrator User Guide
Selecting a CSQ
You can select a CSQ from the toolbar or Context pane.
This topic covers the following information.
■
"Selecting a CSQ from the Toolbar" on page 36
■
"Selecting a CSQ from the Context Pane" on page 37
Selecting a CSQ from the Toolbar
To select a CSQ from the toolbar:
■
Select the name of the CSQ from the CSQ drop down list in the toolbar (see
Figure 15).
Figure 15.
Toolbar
CSQ drop down list
36
October 2007
Selecting a CSQ
Selecting a CSQ from the Context Pane
To select a CSQ from the Context pane:
1. Click
(Define the Context) in the toolbar. The CSQ tab on the context pane
appears (Figure 16).
Figure 16.
Context pane: CSQ tab
2. Click a number or description in the CSQs list. The information for the CSQ
appears to the right of the pane.
3. Click Define the Context (
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) to dismiss the Context pane.
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Administrator User Guide
Selecting a Team from the Context Pane
To select team from the Context pane:
1. Click Define the Context (
) in the toolbar. The context pane appears.
2. Click the TE tab. The TE tab on the Context pane appears (Figure 17).
Figure 17.
Context pane: TE tab
3. Click a number or team in the Select a Team list. The information for the team
appears to the right of the pane.
4. Click Define the Context (
38
) to dismiss the Context pane.
October 2007
Selecting a CSQ Mapping from the Context Pane
Selecting a CSQ Mapping from the Context
Pane
To select a CSQ mapping from the Context pane:
1. Click Define the Context (
) in the toolbar. The context pane appears.
2. Click the CMA tab. The CMA tab on the Context pane appears (Figure 16).
Figure 18.
Context pane: CMA tab
3. Click a number or name in the CSQs Mapping list. The information for the CSQ
mapping appears to the right of the pane.
4. Click Define the Context (
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) to dismiss the Context pane.
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Administrator User Guide
40
October 2007
Managing the Environment
Introduction
Use the Environment in Workforce Management to manage:
October 2007
■
Contact skill group queues (CSQs) from Cisco Unified Contact Center
Express (CCX)
■
CSQ mappings between agents and CSQs
■
Schedule exception types (for example, sick leave, vacation, meetings, or
training)
■
Time zones
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Administrator User Guide
Contact Service Queues
In Unified CCX, contact service queues (CSQ) are the targets through which you route
calls. You schedule agents to support the contact service queue call requirements. For
this reason Workforce Management makes CSQs the focal point for schedules and
forecasts.
You create a CSQ in Unified CCX and assign it a name. Unified CCX assigns a unique
identity number to the CSQ that can never change. The Workforce Management
synchronization service extracts the name and identity information from Unified CCX
and generates the CSQ in Workforce Management. For more information on the
synchronization service, see Installation Guide for Calabrio Workforce Management.
You can use Workforce Management to generate a schedule for a CSQ. There are
some instances when you might not want to create a schedule for a CSQ. These
instances are:
■
There are only a couple of agents
If a CSQ always requires the support of the same agents, and there are only
one or two agents who provide this support, you might decide that a schedule
is unnecessary for these agents. Consider your options carefully before you
make this decision. If you do not include these agents in a schedule, you will
lose reporting information on adherence to the schedule. The agents also
lose their own adherence dashboard.
■
There is a backup CSQ
The CSQ exists only to identify backup agents for work overflow situations. If
you schedule both the primary and backup CSQ to manage call requirements,
you double the schedule. You can use Workforce Management to keep your
staffing level on target for the primary CSQ.
■
You are scheduling multiple CSQs as a group
You can group multiple CSQs into a virtual CSQ for scheduling purposes.
Consider creating a virtual CSQ if you have a group of agents who all support
the same categories of calls. For more information, see "Scheduling Multiple
CSQs as a Group" on page 43.
This topic covers the following information.
42
■
"Scheduling Multiple CSQs as a Group" on page 43
■
"Maintaining CSQ Attributes" on page 43
■
"CSQ Mappings" on page 45
■
"Exception Types" on page 45
■
"Time Zones" on page 46
October 2007
Contact Service Queues
Scheduling Multiple CSQs as a Group
Consider creating a virtual CSQ if you have a group of agents who all support the same
CSQs. The following examples describes situation in which you might want to create a
virtual CSQ.
■
Premium and regular customer service CSQs
In this example, a contact center has one CSQ for premium customers and
another CSQ for regular customers. Premium customers are routed through
the premium CSQ. Premium customers reach an agent faster and receive
higher value services from the agent. However, the same group of agents
handles both the premium and regular customer service calls. Creating a
virtual CSQ that includes both the premium and regular CSQ simplifies
scheduling.
■
CSQs for multiple locations that all provide the same service
In this example, an organization has IT help desks in multiple locations. The
Unified CCX configuration includes a CSQ for each location to account for
multiple time zones and allow reporting by location. The Unified CCX routing
consolidates the agents from each location into a single pool. It distributes
the call to an available agents regardless of location. By grouping the CSQs
into a single virtual CSQ, Workforce Management can schedule the agents as
a single group in a pattern that is consistent with the routing.
Maintaining CSQ Attributes
Workforce Management requires that you to maintain additional attributes for a CSQ
that do not exist in Unified CCX. These attributes are:
■
CSQ priority
In this example, you designate some of your agents to support two CSQs and
assign a priority to each CSQ in Workforce Management. When Workforce
Management generates the schedules for the two CSQs and discovers there
are not enough agents to support all forecast requirements across both CSQs,
it compares the priority value for the two CSQs. Workforce Management first
schedules agents to the CSQ with the higher priority. See "Assigning CSQs to
CSQ Mapping" on page 51 for more information on skill group priority.
■
Standard call times
Workforce Management needs to know the typical call duration for a CSQ to
determine the number of agents needed. You can enter standard call times
for each CSQ in Workforce Management. Alternatively, you can let Workforce
Management generate these values automatically based on historical call
data. See "Managing Forecasts" on page 133 for more information.
■
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Quality objective
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Administrator User Guide
A quality objective is a percentage of calls answered within a specified
number of seconds. A more demanding service objective requires a higher
staffing level. The forecast feature uses the specified service level to project
the need for agents.
■
Hours
The hours during which a contact center accepts calls for the CSQ.
Agents may be scheduled for additional hours to perform work that is not
related to a contact center (for example, training, meetings or set up work).
■
CSQ parameters
To generate a schedule for a CSQ, Workforce Management locates the agents
with a CSQ mapping to the desired CSQ. Workforce Management then
determines which agents have a work shift with available hours on the
specified day. See "Managing Work Shifts" on page 100 for more information.
If the agent supports multiple CSQs, Workforce Management uses CSQ
priority to determine which CSQ will be assigned to the agent for this
schedule. See "Entering Scheduling Parameters Priorities" on page 61 for
more information.
If Workforce Management finds multiple agents available for the CSQ,
Workforce Management uses the following CSQ parameters to decide which
agents to schedule first.
44
—
Maximum Hours Available — The maximum number of hours that the
agent is available during the work shift. It is the sum of maximum
availability for each day across all the days of the week. See "Managing
Work Shifts" on page 100 for more information on maximum hours
available.
—
Minimum Hours Available — The minimum number of hours that the
agent is available during the work shift. It is the sum of minimum
availability for each day across all the days of the week. This parameter is
configured in the Work Shift Detail pane. See "Managing Work Shifts" on
page 100 for more information on minimum hours available.
—
Maximum Hours per Week — The maximum number of hours that the
agent can work each week. This parameter is configured in the Work Shift
Detail pane. See "Managing Work Shifts" on page 100 for more
information on maximum hours per week.
—
Minimum Hours per Week - The minimum number of hours that the agent
can work each week. This parameter is configured in the Work Shift Detail
pane. See "Managing Work Shifts" on page 100 for more information on
maximum hours per week.
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Contact Service Queues
—
Company Start Date — The agent’s seniority within the company based on
the date when the agent started working for the company. This parameter
is configured in the Agent Details pane. This parameter is configured in
the Work Shift Detail pane. See "Managing Agents" on page 86 for more
information on company start date.
—
Department Start Date — The agent’s seniority within the contact center
based on the date when the agent started working in the contact center.
This parameter is configured in the Agent Details pane. See "Managing
Agents" on page 86 for more information on department start date.
—
Rank — Indicates the agent’s position relative to a metric associated with
the CSQ. This parameter is used to define scheduling priority. This
parameter is configured in the Agent Details pane. See "Managing
Agents" on page 86 for more information on company rank.
You can specify the order in which Workforce Management uses these attributes when
editing an agent. For example, you can specify Workforce Management to consider
company seniority (Start Date Company) first, rank second and availability for the
week third. You can also determine whether the scheduling feature uses an attribute
in ascending or descending order. For example, you can specify Workforce
Management to schedule agents with the highest seniority first. See "Entering
Scheduling Parameters Priorities" on page 61 for more information.
CSQ Mappings
A CSQ mapping is a mechanism used to link agents with a CSQ. A CSQ mapping has
no other purpose or effect. The Workforce Management synchronization service
extracts a CSQ identity from Unified CCX, and loads it into Workforce Management and
also creates a CSQ mapping for it in Workforce Management. The CSQ mapping has
the same name and identity number as the CSQ.
Although the Workforce Management synchronization service automatically creates
CSQ mappings for CSQs that it extracts from Unified CCX, you must create the CSQ
mapping for any virtual CSQ that you create.
To schedule an agent to support a CSQ, you must assign the agent to the CSQ
mapping associated with the CSQ. You can assign an agent to more than one CSQ
mapping.
Exception Types
Workforce Management differentiates between routine and non-routine activities that
prevent agents from answering contacts. Workforce Management categorizes
activities, such as breaks and meals, which occur every work shift, as routine. These
activities are called work conditions.
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Administrator User Guide
Other activities that prevent agents from answering contacts do not occur each work
shift. They can be activities that are external to the contact center efforts, such as
illness and vacation, or internal, such as training and department meetings.
Non-routine activities are called exceptions.
Each time you include an exception in the schedule for an agent, Workforce
Management asks you to designate the type. Your type designation affects the
appearance of schedules and reporting. In the Environment section, you can
configure the exception types to define the non-routine activities that prevent agents
from answering contacts.
Time Zones
Your servers may be in one time zone, and your contact centers may be in other time
zones. In most cases, users prefer to see reports and schedules in their local time
rather than server time. From Time Zones, under the Environment section, you can
designate the local time zone for each agent and CSQ.
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October 2007
Managing CSQ Mappings
Managing CSQ Mappings
This section describes how to enter and edit CSQ mappings. A CSQ mapping provides
links between CSQs and agents. Workforce Management can schedule an agent for a
CSQ only if the agent is assigned to the CSQ mapping for the CSQ.
This topic covers the following information.
■
"Creating a CSQ Mapping" on page 47
■
"Creating a CSQ Mapping" on page 47
■
"Assigning Agents to a CSQ Mapping" on page 50
■
"Assigning CSQs to CSQ Mapping" on page 51
■
"Deleting a CSQ Mapping" on page 52
Creating a CSQ Mapping
To create a new CSQ mapping:
1. From the Navigation pane, choose Environment > CSQ Mappings. The CSQ
Mapping List appears (Figure 19).
Figure 19.
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CSQ Mapping List
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Administrator User Guide
2. Click
to create a CSQmapping. The General tab on the pane appears
(Figure 20).
Figure 20.
CSQ Mapping Details: General tab
3. Complete the fields.
Field Name
Description
Number
Enter the CSQ mapping number in this field. This name can
contain up to 25 alphanumeric characters. This is a required field.
Workforce Management synchronization service loads the
ContactServiceQueue.contactServiceQueueID into this field.
This field appears in reports (for example, Supervisor or
Productivity reports).
NOTE: You can change this value once only.
Name
Enter the name of the CSQ mapping. This name can contain up to
25 alphanumeric characters.
Workforce Management synchronization service loads the
ContactServiceQueue.CSQName into this field.
4. Click
(Save) to save your changes.
The following new tabs appear: Assign Agents and Assign CSQs.
The procedures for assigning agents and CSQs are provided in the following
topics:
48
■
"Assigning Agents to a CSQ Mapping" on page 50
■
"Assigning CSQs to CSQ Mapping" on page 51
October 2007
Managing CSQ Mappings
Editing a CSQ Mapping
To edit a CSQ mapping:
1. From the Navigation pane, choose Environment > CSQ Mappings.
2. Click a number in the CSQ Mapping list. The General tab on the CSQ Mapping
Details pane appears (Figure 21).
Figure 21.
CSQ Mapping Details: General tab
3. Apply changes to the CSQ mapping.
The fields are described in "Creating a CSQ Mapping" on page 47.
4. Click
(Save) to save your changes.
To add agents to this CSQ mapping, go to "Assigning Agents to a CSQ
Mapping" on page 50.
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Administrator User Guide
Assigning Agents to a CSQ Mapping
To assign an agent to a CSQ mapping:
1. Click the Assign Agents tab. The Assign Agents tab for CSQ Mapping Details
pane appears (Figure 22).
Figure 22.
CSQ Mapping Details: Assign Agents tab
2. To view a list of agents, select one of the following methods:
■
Filter by team
■
Filter by CSQ mapping
■
All (below the agent list)
3. To assign agents to a CSQ, select their names in the Available Agents list, then
click >. The names of the selected agents move to the Assigned Agents list.
See "Moving Items between Lists" on page 25 for more information.
4. To remove agents from a CSQ, select their names from the Assigned Agents
list, then click <. The names of the selected agents move to the Available
Agents list.
5. Click
(Save) to save your changes.
NOTE: If there are no CSQ mappings associated with an agent, this
agent will not have a schedule.
50
October 2007
Managing CSQ Mappings
Assigning CSQs to CSQ Mapping
The synchronization service automatically creates a one-to-one CSQ mapping for CSQ
each it loads into Workforce Management. You cannot change a CSQ mapping that
was created by the synchronization service.
Use this procedure to create CSQs mappings for virtual CSQs.
To assign CSQs to a CSQ mapping:
1. Click the Assign CSQs tab. The Assign CSQs tab on the CSQ Mapping Details
pane appears (Figure 23).
Figure 23.
CSQ Mapping Details: Assign CSQs tab
2. To remove CSQs from a CSQ mapping, select the names of the CSQs from the
Assigned CSQs list, then click <. The names of the CSQs return to the
Available CSQs list. See "Moving Items between Lists" on page 25 for more
information.
3. Click
October 2007
(Save) to save your changes.
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Administrator User Guide
Deleting a CSQ Mapping
To delete a CSQ mapping:
1. From the Navigation pane, choose Environment > CSQ Mappings.
2. To delete one or more CSQ mappings, select the check box next to the name
(Delete).
of each CSQ mapping and click
To delete all CSQ mappings, select the check box in the heading of the first
(Delete).
column and click
The Workforce Management cautionary message appears.
3. Click OK to dismiss the dialog.
52
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Managing Contact Service Queues
Managing Contact Service Queues
Use this feature to configure CSQs in Workforce Management.
This topic covers the following information.
■
"Creating a CSQ" on page 53
■
"Editing a CSQ" on page 58
■
"Assigning CSQ Mappings to the CSQ" on page 59
■
"Creating a Virtual CSQ" on page 60
■
"Entering Scheduling Parameters Priorities" on page 61
■
"Deleting a CSQ" on page 63
Creating a CSQ
To create a new CSQ:
1. From the Navigation pane, choose Environment > CSQs. The Contact Service
Queue List appears (Figure 24).
Figure 24.
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Contact Service Queue List
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Administrator User Guide
2. Click
to create a new CSQ. The General tab on the CSQ Details pane
appears (Figure 25).
Figure 25.
CSQ Details: General tab
3. Complete the fields.
Field Name
Description
Number
Enter the CSQ number in this field. The number is associated with
the CSQ. This name can contain up to 25 alphanumeric
characters. This is a required field.
Workforce Management synchronization service loads the
ContactServiceQueue.contactServiceQueueID into this field.
See "Creating a Virtual CSQ" on page 60 for more information.
54
No Forecasts
or Schedules
Select the No forecasts or schedules check box if you do not want
Workforce Management to run any forecasts or schedules for this
CSQ. If this option is selected, the CSQ only appears in the
historical call data and intraday section. The CSQ does not appear
in the call distribution, forecast or schedules. Select this check
box when the CSQs is a virtual CSQ.
Virtual CSQ
Workforce Management automatically selects the Virtual CSQ
check box when this CSQ contains merged source CSQs (see
"Creating a Virtual CSQ" on page 60).
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Managing Contact Service Queues
Field Name
Description
Description
Enter the description for this CSQ. This description must not
exceed 50 alphanumeric characters.
Workforce Management synchronization service loads the
ContactServiceQueue.CSQName into this field.
Color
Click the Color field to display the color palette and select a color.
Workforce Management displays the color and the Java number
associated with the color. The default color is green. This color
appears in the In service time column on the schedule
maintenance pane.
You can select a color for each CSQ (for example, Customer
Service, Email Service and French). To avoid confusion, select a
unique color for each CSQ.
CSQ Type
Choose the CSQ type. Your options are:
• Calls — Choose this option if the agents are handling
customer calls.
• Email — Choose this option if the agents are handling
customer emails.
CSQ Priority
Enter the priority number for this CSQ. Assigning priorities to CSQs
allows Workforce Management to resolve scheduling conflicts
when agents are assigned to multiple CSQs.
For example, you designate some of your agents to support two
CSQs and assign a priority to each CSQ in Workforce
Management. When Workforce Management generates the
schedules for the two CSQs and discovers there are not enough
agents to support all forecast requirements across both CSQs, it
compares the priority value for the two CSQs. Workforce
Management then schedules agents for the CSQ with the higher
priority first.
Standard Talk
Time
Enter the standard talk time in seconds for this CSQ. The
standard talk time is the time it takes to handle a call. It can be an
average or an objective.
You can specify that Workforce Management update the value of
standard talk time when calculating a call distribution by selecting
the Update the Skill Group’s Standard Time check box on the
Distribution Request pane under Forecasting > Distribution. See
"Generating a Call Distribution" on page 138 for more
information.
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Administrator User Guide
Field Name
Description
Standard
Work Time
Enter the standard after call work time in seconds for this CSQ.
The standard after call work time can be an average or an
objective.
You can specify that Workforce Management update the value of
standard work time when calculating a call distribution by
selecting the Update the Skill Group’s Standard Time check box
on the Distribution Request pane under Forecasting >
Distribution. See "Generating a Call Distribution" on page 138 for
more information.
Service Level
Objective
Enter the service level objective percentage for this CSQ. Then
enter time allowed for this service level objective. For example, if
you select Calls as your CSQ Type, you can specify that all agents
must respond to 80% of all calls within 20 seconds or less. If you
select Email as your CSQ Type, you can specify that all agents
must respond to 80% of all emails within 24 hours or less.
Time Zone
Select the time zone that is appropriate for this CSQ or virtual CSQ
from the list.
Always enter the time zone where the CSQ or virtual CSQ is
located. If the CSQs assigned to virtual CSQ are located across
multiple time zones, you must designate a base location and time
zone for the virtual CSQ.
Use the Hour Gap field next to each CSQ under the Virtual tab to
manage the time zone difference for each CSQ in the virtual CSQ.
You can determine the time zone difference by using the following
formula:
virtual CSQ time zone - CSQ time zone
For example, if the largest CSQ in the virtual CSQ is located in
Minneapolis, you specify the time zone for Minneapolis which is
Greenwich Mean Time (GMT) -6:00 as the time zone for the virtual
CSQ. The time zone for the Ottawa CSQ is GMT -5:00 and the
Vancouver CSQ is GMT -8:00. You must enter the time zone
difference for each CSQ in the virtual CSQ in the Hour Gap field. In
this example, the time zone difference for the Ottawa CSQ is 1.0
and -2.0 for the Vancouver CSQ.
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Managing Contact Service Queues
Field Name
Description
Opening
Select the opening hours for each day of the week. Select the
blank option from the list when the office is closed for the entire
day.
Open hours specified in these fields apply to the CSQ. It does not
apply to the contact center. Workforce Management captures
historical data for CSQ activity within the specified opening and
closing times and days.
NOTE: Workforce Management does not keep historical call data
for times and days not specified.
Closing
Select the closing hours for each day of the week. Select the
blank option from the list when the office is closed for the entire
day.
Active
Select this check box for each day in which the contact center is
open. A clear check box indicates the contact center is closed.
Forecast
Precision
Level
The percentage that appears here is the result of the Forecast
Precision Level calculation created when you compiled the
historical call data. See "Compiling Historical Call Data" on
page 248 for more information.
4. Click
(Save) to save your changes.
The CSQ Mappings. Virtual and Parameters tabs appear. Follow the
instructions in the following topics to complete the CSQ:
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■
"Assigning CSQ Mappings to the CSQ" on page 59
■
"Creating a Virtual CSQ" on page 60
■
"Entering Scheduling Parameters Priorities" on page 61
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Administrator User Guide
Editing a CSQ
To edit a CSQ:
1. From the Navigation pane, choose Environment > CSQs. The CSQ List appears
(Figure 26).
Figure 26.
CSQ List
2. Click the number of the CSQ you want to edit. The General tab on the CSQ
Details pane appears (Figure 27).
Figure 27.
58
CSQ Details: General tab
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Managing Contact Service Queues
3. Complete the fields. The fields are described in "Creating a CSQ" on page 53.
4. Click
(Save) to save your changes.
Follow the instructions in the following topics to complete the CSQ:
■
"Assigning CSQ Mappings to the CSQ" on page 59
■
"Creating a Virtual CSQ" on page 60
■
"Entering Scheduling Parameters Priorities" on page 61
Assigning CSQ Mappings to the CSQ
NOTE: Workforce Management extracts the CSQ from Unified CCX
and creates a one-to-one relationship between the CSQ and the CSQ
mapping.
To assign CSQ mappings to a CSQ:
1. From the CSQ Details pane, click the CSQ Mappings tab. The CSQ Mappings
tab on the CSQ Details pane appears (Figure 28).
Figure 28.
CSQ Details: CSQ Mappings tab
2. To assign CSQ mappings to a CSQ, select the names of the CSQ mappings in
the Available CSQ Mappings list, then click >. The names of the CSQ
mappings move to the Assigned CSQ Mappings list. See "Moving Items
between Lists" on page 25 for more information.
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3. To remove CSQ mappings from a CSQ mapping, select the names of CSQ
mappings the from the Assigned CSQ Mappings list, then click <. The names
of the CSQ mappings return to the Available CSQ Mappings list.
4. Click
(Save) to save your changes.
Creating a Virtual CSQ
There are two types of CSQs: source (input) and virtual (merge). A virtual CSQ consists
of several source CSQs.
The call distribution, forecasts, scenarios and schedules can be calculated for virtual
CSQs when you have the required historical call data. To create historical call data for
a virtual CSQ, see "Managing Special Functions" on page 247. To generate forecasts
for a CSQ, see "Managing Forecasts" on page 133.
To add source CSQs to a virtual CSQ:
1. From the CSQ Details pane, click the Virtual tab. The Virtual tab on the CSQ
Details pane appears (Figure 29).
Figure 29.
CSQ Details: Virtual tab
2. To assign CSQs to a virtual CSQ, select the names of the CSQs in the Available
Source CSQs list, then click >. The names of the CSQs move to the Assigned
Source CSQs list. See "Moving Items between Lists" on page 25 for more
information.
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3. To remove CSQs from a virtual CSQ, select their names from the Assigned
Source CSQs list, then click <. The names of the CSQs return to the Available
Source CSQs list.
4. Enter a number in the Hour Gap field for each CSQ in the virtual CSQ. The
hour gap is the time zone difference between the CSQ and the virtual CSQ (for
example, 3 or -3). If all of your CSQ are in the same time zone, enter 0. This
ensures that all reports display the correct information.
For example, if the largest CSQ in the virtual CSQ is located in Minneapolis,
you specify the time zone for Minneapolis which is Greenwich Mean Time
(GMT) -6:00 as the time zone for the virtual CSQ. The time zone for the Ottawa
CSQ is GMT -5:00 and the Vancouver CSQ is GMT -8:00. You must enter the
time zone difference for each CSQ in the virtual CSQ in the Hour Gap field. In
this example, the time zone difference for the Ottawa CSQ is 1.0 and -2.0 for
the Vancouver CSQ.
5. Click
(Save) to save your changes.
Entering Scheduling Parameters Priorities
The scheduling parameters priorities indicate the order in which agents should be
scheduled.
For example, to assign the most senior agents to this CSQ:
1. Enter 1 in the Start Date (Service) field.
2. Enter 6 in the Max. Availability field.
Depending on your contact center's policies, you can set the 7 different priorities to
meet the desired scheduling order. For more information on scheduling parameters,
see "Maintaining CSQ Attributes" on page 43.
The first 4 parameters in the Parameter column are related to work shifts (see
"Managing Work Shifts" on page 100) and the 3 last parameters are related to the
agents (see "Managing Agents" on page 86).
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To enter scheduling parameters priorities:
1. From the CSQ Details pane, click the Parameters tab. The Parameters tab on
the CSQ Details pane appears.
2. Click Rebuild Priorities. The default priorities appear under Scheduling Order
Parameters (Figure 30).
Figure 30.
CSQ Details: Parameters tab
3. Change the number in the CSQ Priority field next to each parameter to change
the preset priority order.
4. For each parameter, choose the order in which the parameter will be sorted
(either, ascending or descending order).
NOTE: If you do not want to save your changes, click Rebuild Priorities
to reset the priorities to their system default values.
5. Click
62
(Save) to save your changes.
October 2007
Managing Contact Service Queues
Deleting a CSQ
To delete a CSQ:
1. From the Navigation pane, choose Environment > CSQs.
2. To delete one or more CSQs, select the check box next to each CSQ name and
(Delete).
click
To delete all CSQs, select the check box in the heading of the first column and
(Delete).
click
The Workforce Management dialog appears.
Click OK to dismiss the dialog.
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Managing Exception Types
Use this feature to create different types of exceptions (for example, sick leave or
vacation) that can be applied to agents.
You can edit the list at any time.
This topic covers the following information.
■
"Creating an Exception Type" on page 64
■
"Editing an Exception Type" on page 66
■
"Deleting an Exception" on page 67
Creating an Exception Type
To create an exception type:
1. From the Navigation pane, choose Environment > Exception Types. The
Exception Type List appears (Figure 31).
Figure 31.
Exception Type List
2. Click
to create an exception type. The Exception Details pane appears
(Figure 32).
Figure 32.
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Exception Details: General tab
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Managing Exception Types
3. Complete the fields.
Field Name
Description
Exception
Enter the exception name.
NOTE: You should create Holiday exception because the
schedules are not affected by the closed days specified in "Closed
Days" on page 181. You apply this Holiday exception whenever
the contact center is closed.
Active
The Active check box is selected by default. When the Active
check box is selected, the exception time appears as a selectable
item in the Exception List on the Exception Assignments pane.
See "Editing an Agent’s Exception" on page 97 for more
information. Clear the check box to remove the exception from
the Exception List.
Paid
Select the Paid check box if this exception is paid.
Color
Click the Color field to display the color palette and select a color.
Workforce Management displays the color and the Java number
associated with the color. The default color is red. This color
appears in the Exceptions column on the schedule maintenance
pane.
You can select a color for each exception (for example, breaks,
lunches and exceptions). To avoid confusion, select a unique
color for each exception.
4. Click
(Save) to save your changes.
5. A list of agents that have this exception tab appears. See "Editing an
Exception Type" on page 66 for more information.
October 2007
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Administrator User Guide
Editing an Exception Type
To edit an exception:
1. From the Exception Type List (Figure 33), click an exception name.
Figure 33.
Exception Type List
The General tab on the Exception Details pane appears (Figure 32).
Figure 34.
Exception Details: General tab
2. Complete the fields on the General tab. The fields are described in "Creating
an Exception Type" on page 64.
3. Click Agents having this Exception. The Agents having this Exception tab on
the Exception Details pane appears (Figure 35).
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Managing Exception Types
NOTE: To change the agents who are assigned to this exception, see
"Managing Exceptions" on page 126.
Figure 35.
Exception Details: Agents having this Exception tab
Deleting an Exception
To delete an exception:
1. From the Navigation pane, choose Environment > Exception Types. The
Exception Type List appears (Figure 36).
Figure 36.
Exception Type List
2. To delete one or more exceptions, select the check box next to each exception
(Delete).
name and click
To delete all exceptions, select the check box in the heading in the first
(Delete).
column and click
The Workforce Management dialog appears.
3. Click OK to dismiss the dialog.
October 2007
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Administrator User Guide
Managing Time Zones
Use this feature to associate a time zone with CSQs and agents. The time zone
assigned to a CSQ or agent should correspond with the location of the CSQ or agent.
For more information, see the description of time zone in "Creating a CSQ" on
page 53.
This topic covers the following information.
68
■
"Displaying Time Zones" on page 69
■
"Adding CSQs to a Time Zone" on page 72
■
"Adding Agents to a Time Zone" on page 74
October 2007
Managing Time Zones
Displaying Time Zones
To display time zones:
1. From the Navigation pane, choose Environment > Time Zones. The Time Zone
List appears (Figure 37).
Figure 37.
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Time Zone List
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Administrator User Guide
2. Click the name of the time zone you want to display. The CSQs tab on the Time
Zone Detail pane appears (Figure 38).
Figure 38.
70
Time Zone Detail: CSQs tab
October 2007
Managing Time Zones
3. Click Agents. The Agents tab for the Time Zone Detail pane appears
(Figure 39).
Figure 39.
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Time Zone Detail: Agents tab
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Administrator User Guide
Adding CSQs to a Time Zone
To add CSQs to the displayed time zone:
1. From the Navigation pane, choose Environment > Time Zones. The Time Zone
List appears (Figure 40).
Figure 40.
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Time Zone List
October 2007
Managing Time Zones
2. Click a time zone. The CSQs tab on the Time Zone Detail pane appears
(Figure 41).
Figure 41.
Time Zone Detail: CSQs tab
3. To assign CSQs to a time zone, select the names of the CSQs in the Available
CSQs list, then click >. The names of the CSQs move to the Assigned CSQs list.
See "Moving Items between Lists" on page 25 for more information.
NOTE: To change the time zone for a CSQ, assign the CSQ to another
time zone.
4. Click
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(Save) to save your changes.
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Administrator User Guide
Adding Agents to a Time Zone
To add agents to the displayed time zone:
1. From the Time Zone Detail pane, click the Agents tab. The Agents tab for the
Time Zone Detail pane appears (Figure 42).
Figure 42.
Time Zone Detail: Agents tab
2. To assign agents to a time zone, select the names of the agents in the
Available Agents list, then click >. The names of the agents return to the
Assigned Agents list. See "Moving Items between Lists" on page 25 for more
information.
NOTE: To change an agent’s time zone, assign the agent to another
time zone.
3. Click
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(Save) to save your changes.
October 2007
Managing Agents
Introduction
Use the Agents topic in Workforce Management to enter and maintain the contact
center's agents and teams in the Workforce Management database. You will learn
how to:
October 2007
■
Create and modify teams
■
Create and modify agents
■
Create and maintain work shifts
■
Enter work conditions (meals and breaks) and link them to work shifts
■
Assign work shifts to agents
■
Assign exceptions to agents
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Administrator User Guide
Synchronization between Unified CCX and
Workforce Management
You create agents, teams and CSQs in Unified CCX. The Workforce Management
synchronization service automatically extracts the following information from Unified
CCX and loads it into Workforce Management:
■
Teams
■
Agents
■
Relationships between agents and teams
■
CSQs
NOTE: Any teams, agents, relationships, or CSQs created exclusively
in Workforce Management cannot be modified in Unified CCX. If you
create any of these entities in Workforce Management, they will have
no effect on Unified CCX.
Once this information is extracted to Workforce Management, you can generate
forecasts and schedules for the agents and teams in Workforce Management.
This topic covers the following information.
■
"Synchronization Service and Teams" on page 76
■
"Synchronization Service and Agents" on page 77
■
"Synchronization Service and CSQs" on page 78
Synchronization Service and Teams
When the Workforce Management synchronization service detects a new team in
Unified CCX, it:
■
■
76
Adds a new team to Workforce Management. When the Workforce
Management synchronization adds a new team, it:
—
Sets the Workforce Management team name to the Unified CCX team
name (Team.teamName in the Unified CCX database).
—
Sets the Workforce Management team number to the Unified CCX team
identification number (Team.teamId in the Unified CCX database).
Makes any agent, who is already a member of the team in Unified CCX, a
member of the team in Workforce Management and designates the team as
the agent’s main team in Unified CCX. See "Teams" on page 79 for more
information on teams and the main team.
October 2007
Synchronization between Unified CCX and Workforce Management
When the Workforce Management synchronization service detects:
■
A change to the team name in Unified CCX, it changes the team name in
WFM.
■
A new agent in a team in Unified CCX, it adds the new agent to the team in
Workforce Management and designates the team as the agent’s main team in
Workforce Management.
■
The removal of an agent from the team in Unified CCX, it does nothing.
■
The deletion of a team in Unified CCX, it does nothing.
Synchronization Service and Agents
When the Workforce Management synchronization service detects a new agent or
supervisor in Unified CCX, it:
■
■
October 2007
Adds a new agent to Workforce Management. When the Workforce
Management synchronization adds a new agent to Workforce Management,
it:
—
Applies the Unified CCX first and last name to the Workforce Management
first and last name.
—
Applies the Unified CCX login ID to the Workforce Management Employee
Number and Log ID. These values can be changed in Workforce
Management. Any changes to Workforce Management have no effect on
the Unified CCX Log ID value.
—
Sets the Workforce Management start dates for the company and contact
center to the current date.
—
Assigns the agent to the team in Workforce Management that
corresponds to the agent’s team in Unified CCX and designates this team
in Workforce Management as the agent’s main team.
—
Assigns the agent to the default and new agent teams in Workforce
Management.
Adds a new user to Workforce Management. When the Workforce
Management synchronization adds a new user to Workforce Management it:
—
Applies the Unified CCX first and last name to the Workforce Management
first and last name.
—
Creates a link between the user and the user’s agent identity.
—
Sets the status of the user to inactive.
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When the Workforce Management synchronization service detects:
■
A change to the agent’s first or last name in Unified CCX, it updates the first or
last name in Workforce Management.
■
The deletion of an agent from Unified CCX, it sets the agent’s status in
Workforce Management to inactive.
Synchronization Service and CSQs
When the Workforce Management synchronization service detects a CSQ in Unified
CCX, it:
■
■
■
Adds a new CSQ to Workforce Management. When the Workforce
Management synchronization adds a CSQ to Workforce Management, it:
—
Applies the Unified CCX CSQ name (ContactServiceQueue.CSQName in
the Unified CCX database) to the Workforce Management CSQ
description.
—
Applies the Unified CCX CSQ ID
(ContactServiceQueue.contactServiceQueueID in the Unified CCX
database) to the Workforce Management CSQ number.
Adds a new CSQ mapping to Workforce Management. When the Workforce
Management synchronization adds a new CSQ mapping to Workforce
Management it:
—
Applies the Unified CCX CSQ mapping name to the Workforce
Management CSQ mapping name.
—
Applies the Unified CCX CSQ mapping ID to the Workforce Management
CSQ mapping number.
Creates a one-to-one mapping in Workforce Management between the Unified
CCX CSQ mapping and the Workforce Management CSQ mapping.
When the Workforce Management synchronization service detects a changed name
for a CSQ in Unified CCX, it:
■
Applies the new Unified CCX CSQ name to the Workforce Management CSQ
description.
■
Applies the new Unified CCX CSQ mapping to the Workforce Management CSQ
mapping name.
When the Workforce Management synchronization service detects the deletion of a
CSQ in Unified CCX, it does nothing.
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October 2007
Managing Teams
Managing Teams
Use this feature to create teams in Workforce Management. When the Workforce
Management synchronization service extracts a team from Unified CCX, it loads the
team into Workforce Management. You can create additional teams in Workforce
Management.
This topic covers the following information.
■
"Teams" on page 79
■
"Creating a Team" on page 80
■
"Editing a Team" on page 82
■
"Assigning Agents to a Team" on page 83
■
"Deleting a Team" on page 85
Teams
During the synchronization process, Workforce Management designates the Unified
CCX team as the agent’s main team in Workforce Management.
Workforce Management assigns one team to an agent as the agent’s main team. The
main team has the following functions in My Page:
■
The agent can see performance statistics for the agent’s in the main team.
The agent does not have access to performance statistics for other teams.
■
The agent can request shift trades or time off with other members of his or
her main team. Only a supervisor for the main team can approve the agent’s
request. There can be multiple schedules for a team.
You can create additional teams in Workforce Management and assign agents to
these teams. Teams created in Workforce Management do not exist in Unified CCX. In
Unified CCX, an agent can belong to only one team. In Workforce Management, there
is a many-to-many relationship between agents and teams. Assigning an agent to a
team in Workforce Management has no effect on the agent’s team assignment in
Unified CCX. You might want an agent in multiple teams in Workforce Management for
the following reasons:
October 2007
■
Some reports are organized by team. Placing agents in a team allows you to
see reporting for all of them as a group.
■
Changes are more easily applied by team, rather than individual agents.
Workforce Management allows you to filter agent lists by team.
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Administrator User Guide
Creating a Team
To create a team:
1. From the Navigation pane, choose Agents > Teams. The Team List appears
(Figure 43).
Figure 43.
Team List
2. Click
to create a team. The General tab on the Team Details pane appears
(Figure 44).
Figure 44.
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Team Details: General tab
October 2007
Managing Teams
3. Complete the fields.
Field Name
Description
Number
This is a required field. Enter the team name or identity number in
this field. The number is associated with the team. This team
number can contain up to 12 alphanumeric characters.
If a team exists in Unified CCX, the Workforce Management
synchronization service extracts the number from Unified CCX and
displays the Unified CCX team ID in this field.
NOTE: Do not modify this field, if the number is extracted from
Unified CCX.
Team
Enter the team name in this field. The team name can contain up
to 25 characters.
If a team exists in Unified CCX, the Workforce Management
synchronization service extracts the team from Unified CCX and
displays the Unified CCX team name in this field.
NOTE: Do not modify this field, if the team is extracted from
Unified CCX.
Default Team
Select the Default Team check box if you want this team to be
pre-selected when a new agent is added in Workforce
Management.
Productivity
Compilation
Select the Productivity compilation check box if you want data to
be compiled at the team level when Workforce Management
produces productivity reports. Selecting the Productivity
compilation check box enables the data capture module to
compile all daily, weekly, monthly and yearly productivity
indicators for the selected team. This compilation is performed
when the data capture module detects productivity data and all
cumulative totals are recalculated. These new totals are available
for graphs and tabular reports the next day.
When capturing data, all agents' productivity data will be compiled
for all associated teams with the option selected. When the
monthly results are selected for reports in the productivity area,
six graphs will be printed for the item selection comparing actual
results against objectives.
System Team
October 2007
Indicates whether or not the team was created by the Workforce
Management Synchronization service. You cannot select or clear
this check box.
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Administrator User Guide
Editing a Team
To edit a team:
1. From the Navigation pane, choose Agents > Teams. The Team List appears
(Figure 45).
Figure 45.
Team List
2. Click a team number. The General tab on the Team Details pane appears
(Figure 46).
Figure 46.
Team Details: General tab
3. Complete the fields. The fields are described in "Creating a Team" on page 80.
4. Click
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(Save) to save your changes.
October 2007
Managing Teams
Assigning Agents to a Team
To assign agents to a team:
1. From the Navigation pane, choose Agents > Teams. The Team List appears
(Figure 47).
Figure 47.
Team List
2. Click a team number. The General tab on the Team Details pane appears
(Figure 48).
Figure 48.
October 2007
Team Details: General tab
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Administrator User Guide
3. Click the Agents tab. The Agents tab on the Team Details pane appears
(Figure 49).
Figure 49.
Team Details: Assigned Agents tab
4. To assign agents to a team, select the names of the agents in the Available
Agents list, then click >. The agents’ move to the Assigned Agents list. See
"Moving Items between Lists" on page 25 for more information.
5. To remove agents from a team, select their names from the Assigned Agents
list, then click <. The agents’ names return to the Available Agents list.
6. To make this team an agent’s main team, select the check box next to the
agent under the Main Team column. In Workforce Management, an agent can
be part of many teams, but the My Page eAgent feature requires a primary
team to be identified for the statistic displays and messaging.
7. Click
84
(Save) to save your changes.
October 2007
Managing Teams
Deleting a Team
To delete a team:
1. From the Navigation pane, choose Agents > Teams.
2. To delete one or more teams, select the check box next to each team and click
(Delete).
To delete all teams, select the check box in the column heading and click
(Delete).
The Workforce Management dialog appears.
3. Click OK to dismiss the dialog.
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Administrator User Guide
Managing Agents
Use this feature to:
■
Add teams to an agent
■
Assigning CSQ mappings to an agent
■
Display a work shift rotation
■
Display an agent's exceptions.
If you selected Default Team when you created a team, Workforce Management
automatically assigns the team to any agent you create.
This topic covers the following information.
86
■
"Agents" on page 87
■
"Editing an Agent" on page 89
■
"Assigning Teams to an Agent" on page 93
■
"Assigning CSQ Mappings to an Agent" on page 94
■
"Displaying an Agent’s Work Shift Rotation" on page 95
■
"Displaying an Agent’s Exceptions" on page 95
■
"Editing an Agent’s Exception" on page 97
■
"Deleting an Agent’s Exceptions" on page 98
October 2007
Managing Agents
Agents
You can add agents, maintain their identity information and delete agents in Unified
CCX. The synchronization service extracts the agent identity information from Unified
CCX into Workforce Management. The following table shows the name of each
attribute extracted from Unified CCX and its equivalent attribute in Workforce
Management.
Attribute in
Unified CCX
Equivalent
Attribute in
Workforce
Management
Agent Identity
Attribute
User ID
Employee number
The Unified CCX User ID is the initial
value for this field. You can modify the
value. This value must be unique
across all agents. Changes made to
this field in Workforce Management
have no effect on the User ID value in
Unified CCX.
First Name
First Name
The Unified CCX first name is the initial
value for this field. Any changes made
to this field in Unified CCX are copied to
Workforce Management through the
synchronization service.
Last Name
Last Name
The Unified CCX last name is the initial
value for this field. Any changes made
to this field in Unified CCX are copied to
Workforce Management through the
synchronization service.
Login Name
This is the login name used in the
Active Directory. This field must be
manually configured in Workforce
Management as part of user
configuration. This is the login name
the agent uses to log into Workforce
Management.
Comments
NOTE: The login name entered in the
User Code field must match the Active
Directory login name.
Agent User ID
October 2007
Log ID
The Unified CCX user ID is the initial
value for this field.
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Administrator User Guide
Attribute in
Unified CCX
Team
membership in
Unified CCX
Equivalent
Attribute in
Workforce
Management
Agent Identity
Attribute
Comments
Active
When Workforce Management loads
an agent from Unified CCX, the agent is
inactive. You must select the Active
check box to activate the agent for
scheduling.
End Date
The termination date indicates when
the agent no longer works for the
company. When you enter a
termination date in this field, Workforce
Management stops scheduling the
agent after the end date. This field
operates independently of the agent’s
active status. Workforce Management
schedules the agent up to and
including the entered date.
Team membership
Workforce Management initially loads
an agent as a member of team in which
the agent is a member in Unified CCX
and designates this team as the
agent’s main Workforce Management
team. You can override this initial
configuration.
Workforce Management provides additional attributes that are specific to scheduling
and do not exist in Unified CCX. These attributes are:
88
■
Start date company — This is the date when the agent started working for the
company and not necessarily in the contact center. Workforce Management
uses this information for scheduling based on an agent’s seniority within the
company.
■
Start date service — This is the date when the agent started working in the
contact center. Workforce Management uses information for scheduling
based on an agent’s seniority within the contact center.
■
Rank — This is an optional attribute used primarily to rank agents based on
their seniority and expertise. Workforce Management uses this value to
define scheduling priorities. The exact meaning of rank depends on the
service that your contact center provides. You decide what the rank means in
your contact center and enter the value for your agents. For example, if your
contact center sells products, you can rank your agents on the value of the
October 2007
Managing Agents
sales closed or the percentage of calls in which the agents close sales. If your
contact center provides a service, you can rank agents based on quality
evaluations or subject matter knowledge.
Editing an Agent
To edit an agent:
1. From the Agent List, click an employee number.
NOTE: This list of agents may contain users that are inactive in
Unified CCX. Log into Unified CCX and check the List of Inactive
Agents if you want to verify whether an agent is active or inactive in
Unified CCX. You can also delete an inactive agent in Unified CCX.
The General tab on the Agent Details pane appears (Figure 50).
Figure 50.
October 2007
Agent Details: General tab
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Administrator User Guide
2. Complete the fields.
Field Name
Description
Employee
Number
Enter the employee number. This number is required and must be
unique.
If an agent exists in Unified CCX, the synchronization service
extracts the agent from Unified CCX and displays the Unified CCX
Resource.resourceLoginID in this field.
Active
Workforce Management only schedules an agent if the Active
check box is selected. The check box is selected by default.
Clear the Active check box if you want to deactivate the agent.
NOTE: Delete all work shifts assigned to this agent before you
deactivate the agent (see "Assigning Work Shifts" on page 120).
This action removes the link between the work shifts and the
agent.
Login Name
Enter the agent’s Active Directory login name. This field is
required and must be manually configured in Workforce
Management as part of user configuration. This is the login name
the agent uses to log into Workforce Management.
NOTE: The login name entered in the User Code field must match
the Active Directory login name.
If an agent exists in Unified CCX, the synchronization service
extracts the agent from Unified CCX and displays the Unified CCX
user ID in this field.
90
Phone
Numbers
Enter the agent's personal telephone number(s) and extension
numbers. This field is optional. If only one telephone number is
required, enter the telephone number in the first field. The
agent’s telephone number appears on reports and lists.
Company
Start Date
Enter the date when the agent started working for the company.
Department
Start Date
Enter the date when the agent started working in the contact
center. This field is required. Workforce Management uses
information for scheduling based on an agent’s seniority within
the contact center.
This is the date when the agent started working for the company
and not necessarily in the contact center. This field is required.
Workforce Management uses this information for scheduling
based on an agent's seniority within the company.
October 2007
Managing Agents
Field Name
Description
End Date
Enter the termination date in this field when the agent no longer
works for the company. When you enter a termination date in this
field, Workforce Management stops scheduling the agent after
the end date. This field operates independently of the agent’s
active status. Workforce Management schedules the agent up to
and including the entered date.
Rank
Enter the agent's rank using alphanumeric characters.
This is an optional attribute used primarily to rank agents based
on their seniority and expertise. Workforce Management uses this
value to define scheduling priorities. The exact meaning of rank
depends on the service that your contact center provides. You
decide what the rank means in your contact center and enter the
value for your agents. For example, if your contact center sells
products, you can rank your agents on the value of the sales
closed or the percentage of calls in which the agents close sales.
If your contact center provides a service, you can rank agents
based on quality evaluations or subject matter knowledge.
Time Zone
Select a time zone from the list. This time zone selected should be
the time zone in which the agent is located.
For example, if the agent is located in the Montreal contact
center, select the (GMT -5:00) Eastern (Canada and United-States
time zone). If this agent is located in the Vancouver contact
center, select the (GMT -8:00) Pacific time zone.
Select the Disabled option from the list only if you are producing
schedules for agents who are located in different time zones.
NOTE: If you change the time zone associated with an agent, you
must also change the arrival and departure times in the work shift
registry to match the time zone where the virtual CSQ is located.
See "Creating a Work Shift" on page 103 for more information.
Display fields are described in the following table.
Field Name
Description
First Name
Display the agent’s first name.
If an agent exists in Unified CCX, the synchronization service
extracts the agent from Unified CCX and displays the Unified CCX
first name in this field and this field is disabled.
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Administrator User Guide
Field Name
Description
Last Name
Displays the agent’s last name.
If an agent exists in Unified CCX, the synchronization service
extracts the agent from Unified CCX and displays the Unified CCX
last name in this field and this field is disabled.
Log ID
Displays the agent's telephone ID (login ID). Since Workforce
Management uses Log ID to identify an agent, Log ID must be
unique.
If an agent exists in Unified CCX, the synchronization service
extracts the agent from Unified CCX and displays the Unified CCX
Resource.resourceLoginID in this field and this field is disabled.
3. Click Notes on agent. The Notes on agent pane appears (Figure 51).
Figure 51.
Notes on agent
4. Complete the fields.
Field Name
Description
Note
Enter information regarding this agent in this field.
Scheduled
Message
Enter a message of up to 120 characters in this field. This
message appears on individual schedules up to and including the
date specified in the Do not print after the field.
Do not Print
after the
Enter the date when you want the message specified in the
Schedule messages field to stop appearing in the individual
schedules. If you do not enter a date, the message remains in the
individual schedule.
5. Click
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(Save) to save your changes.
October 2007
Managing Agents
Assigning Teams to an Agent
To assign teams to an agent:
1. From the Agent Details pane, click the Teams tab. The Teams tab on the Agent
Details pane appears (Figure 52).
Figure 52.
Agent Details: Assign Teams tab
2. To assign teams to an agent, select the names of the teams in the Available
Teams list, then click >. The name of the teams move to the Assigned Teams
list. See "Moving Items between Lists" on page 25 for more information.
3. To remove teams assigned to an agent, select the names of the teams from
the Assigned Teams list, then click <. The name of the teams return to the
Available Teams list.
4. Select the check box next to the team in the Main column that you want to
designate as the agent’s main team. In Workforce Management, an agent can
be part of many teams, but the “My page” (eAgent) feature, requires a main
team to be identified for the statistic displays and messaging.
5. Click
October 2007
(Save) to save your changes.
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Administrator User Guide
Assigning CSQ Mappings to an Agent
To assign CSQ mappings to an agent:
1. From the Agent Details pane, click the CSQ Mappings tab. The CSQ Mappings
tab on the Agent Details pane appears (Figure 53).
Figure 53.
Agent Details: CSQ Mappings tab
2. To assign CSQs to an agent, select the names of the CSQs in the CSQ Mapping
list, then click >. The name of the CSQs move to the Assigned CSQ Mapping
list. See "Moving Items between Lists" on page 25 for more information.
3. To remove CSQs assigned to an agent, select the name of the CSQs from the
Assigned CSQ list, then click <. The name of the CSQs return to the CSQ
Mapping list.
4. Click
94
(Save) to save your changes.
October 2007
Managing Agents
Displaying an Agent’s Work Shift Rotation
NOTE: You must create a work shift before you can assign it to an
agent. See "Creating a Work Shift" on page 103 for more information.
To display an agent’s work shift rotation:
■
From the Agent Details pane, click the Work Shifts tab. The Work Shifts tab on
the Agent Details pane appears (Figure 54).
Figure 54.
Agents Details: Work Shifts tab
Use the following mouse actions to display more information.
■
To edit the agent’s work shift rotation, click Edit Agent Rotation.
The Work Shift Assignment pane appears. For a full description of this
feature, see "Assigning Work Shifts" on page 120.
Displaying an Agent’s Exceptions
NOTE: Before you can display an agent’s exception, you must create
the exception type and assign it to the agent. See "Creating an
Exception Type" on page 64 and "Assigning an Exception" on
page 127 for more information.
October 2007
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Administrator User Guide
To display an agent’s exceptions:
■
From the Agent Details pane, click the Exceptions tab. The Exceptions tab on
the Agent Details pane appears (Figure 57).
Figure 55.
96
Agent Details: Exceptions tab
October 2007
Managing Agents
Editing an Agent’s Exception
To edit an agents exception:
1. From the Exceptions tab on the Agent Details pane, click the name of the
exception in the Name column.
The Editing Agent Name - Date pane (Figure 56).
2. Select a team from the Team List.
Figure 56.
Editing Agent Name - Date
3. Filter the agents displayed in the Agent List by clicking one of the following
options:
■
Active — To displays only active agents in the Agent List.
■
Inactive — To display only inactive agents in the Agent List.
■
All — To display all agents, active and inactive, in the Agent List.
4. Select the agent or agents to whom you want to assign an exception.
A field below the Agent List shows how many agents you selected from this
list.
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5. Select the type of exception you want to assign from the Exception List.
6. Enter the date when the exception will start in the Starts On field.
7. Specify the duration of the exception. You have two options:
■
If the exception covers the whole service day, select the Entire Day check
box.
■
If the exception covers only part of the service day, enter the start and
end time. The Hours field displays the duration of the exception.
8. If the agent will be paid for these hours, select the Paid check box. By default,
Workforce Management displays the Paid status entered when you created
the exception type. See "Editing an Exception Type" on page 66. However, you
can change it here.
NOTE: If the exception is paid, the total number of hours between the
start and the end time must be equal to the number of paid hours.
The number of paid hours does not include meal time.
9. Click
(Save) to save your changes.
Deleting an Agent’s Exceptions
To delete an agent’s exception:
1. From the Agent Details pane, click the Exceptions tab. The Exceptions tab on
the Agent Details pane appears (Figure 57).
Figure 57.
Agent Details: Exceptions tab
2. To delete one or more exceptions, select the check box next to each exception
(Delete) next to the Assigned Exceptions table.
and click
To delete all exceptions, select the check box in the heading in the first
(Delete) next to the Assigned Exceptions table.
column and click
NOTE: Do not click
(Delete) in the toolbar. Clicking
in the toolbar deletes the agent.
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(Delete)
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Managing Agents
The Workforce Management dialog appears.
3. Click OK to dismiss the dialog.
4. Click
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(Save) to save your changes.
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Managing Work Shifts
Use this feature to create work shifts.
This topic covers the following information.
■
"Work Shifts" on page 100
■
"Creating a Work Shift" on page 103
■
"Editing a Work Shift" on page 107
■
"Displaying Agents Associated with a Selected Work shift" on page 108
■
"Associating Work Conditions with a Work Shift" on page 109
■
"Deleting a Work Shift" on page 110
Work Shifts
You can assign work shifts to agents for specific weeks. A work shift identifies the
hours and days when an agent can work. When configuring a work shift you need to
determine whether the work shift is flexible or fixed. If you use work shift rotations in
which an agent works different shifts over a several weeks, you must define the shifts
and rotation sequence.
Fixed Work Shift
A fixed work shift is a work shift that covers requirements for fixed hours and days.
Use this work shift type to schedule agents for phone-related activities for entire days
or weeks. A fixed work shift has the following characteristics:
■
Work days during the week are fixed
■
Hours worked each day are fixed, but do not have to be the same for each day
■
The shift start time each day is fixed, but does not have to be the same for
each day
Variable Work Shift
A variable work shift is a work shift that covers requirements for variable hours and
days. Use this work shift type to schedule agents for phone-related activities for
variable days and weeks. In contrast to a fixed work shift, a variable work shift offers
flexibility in at least one of the following ways:
100
■
You can designate at least one day a week as an optional work day. You can
choose whether or not to schedule an agent for an optional work day based
on the contact center’s requirements.
■
You can designate the total work hours for at least one day a week as flexible.
■
You can designate the arrival time for at least one day a week as flexible.
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Managing Work Shifts
A variable work shift has the following characteristics. A variable work shift has the
following characteristics:
■
Minimum and Maximum Days per Week and Hours per Day (page 101)
■
Earliest and Latest Start Times (page 101)
■
Optimization (page 101)
Minimum and Maximum Days per Week and Hours per Day
With a flexible work shift, you want to limit the maximum number of days and hours
per week to limit overtime and guarantee a reasonably rested employee. You may also
need to commit a minimum number of hours per day and days per week for the agent.
You specify the minimum and maximum number of days per week and hour per week
for the work shift. Then you specify the minimum and maximum number of hours for
each day of the week that the agent can work for the day. You may also specify the
days of the week that are potential days off for the agent.
Earliest and Latest Start Times
Determine when you want the agent to start work. This is the earliest start time. Also
determine when the agent can start work. This is the latest start time. Once you know
the earliest and latest possible start times, you configure the earliest and latest start
times for an agent in Workforce Management for each day in a work shift.
Optimization
The Optimization feature determines how Workforce Management schedules agents
during the shift. This feature has no effect on agents with fixed work shifts, because
those agents are scheduled to work at fixed times. The Optimization feature effects
how Workforce Management schedules agents with variable work shifts. You must
select one of the following optimization options:
■
Multilinear — When chosen, Workforce Management schedules all agents
with fixed work shifts first. Then it examines requirements starting at the
beginning of the day to identify any requirements not already covered by
agents with fixed work shifts. If an agent with a variable work shift is available
and a requirement exists for an agent, Workforce Management schedules the
agent without considering if there might be a greater need for an agent later
in the day.
■
Optimum — When chosen, Workforce Management schedules all agents with
fixed work shifts first. Then it schedules the remaining available agents to
best meet the forecast requirements throughout the remainder of the day.
Optimum scheduling generates the best service levels. Multilinear scheduling
generally results in more consistent arrival times for agents and, therefore, is
generally preferred by agents.
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Figure 58 displays a multilinear schedule for a contact center with:
■
Three agents who have a fixed 8 hour schedule and arrive at 7:00 AM.
■
Five agents with a 5 hour shift and variable arrival times between 7:00 AM
and 14:00 PM.
The multilinear schedule in this example provides earlier arrival for three of the agents
and schedules complete coverage for the morning requirements, but lacks adequate
coverage in the afternoon. The curve represents the volume of calls that occurs during
the day.
Figure 58.
102
Multilinear: Agents are scheduled when they are first required
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Managing Work Shifts
Figure 59 displays a optimum schedule.The optimum schedule makes a better match
of agent time to customer call requirements, but pushes arrival times for most agents
into the afternoon. The optimum schedule can cause significant variability in
day-to-day arrival times for variable work shifts that allow arrival time flexibility.
Figure 59.
Optimum: Agents are scheduled to best meet requirements
If your agents have variable work shifts, the choice between multilinear and optimum
does make a difference. The best way to understand the difference is to run a
schedule once with each option and compare the results.
Creating a Work Shift
To create a work shift:
1. From the Navigation pane, choose Agents > Work Shifts. The Work Shift List
appears (Figure 60).
Figure 60.
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Work Shift List
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2. Click
to create a work shift. The General tab on the Work Shift Detail pane
appears (Figure 61).
Figure 61.
Work Shift Detail: General tab
3. Complete the fields.
Field Name
Description
Name
Enter the name of the work shift.The name can contain a
maximum of 50 characters. Specify a descriptive name that is
easy to understand. A descriptive name makes it easier to assign
work shifts to agents. For example, you could enter the following
work shift name:
Variable shift 0-40
Where this name indicates the work shift is variable and can have
a minimum of 0 hours and a maximum of 40 hours.
Active
The Active check box is automatically selected when you create a
new work shift. Clear the Active check box if you want to
deactivate this work shift.
NOTE: When you deactivate this work shift, this work shift no
longer appears on the agents' schedule. You need to determine if
another work shift can be assigned to the agents.
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Field Name
Description
Work Shift
Type
Select the work shift type. Your options are:
• Fixed — When chosen, Workforce Management displays an
Hours per Week field and a Days per Week field. A fixed work
shift is a work shift that covers requirements for fixed hours
and days. Use this work shift type to schedule agents for
phone-related activities for entire days or weeks.
• Variable — When chosen, Workforce Management displays
Minimum and Maximum fields for the Hours per Week and
Days per Week. A variable work shift is a work shift that covers
requirements for variable hours and days. Use this work shift
type to schedule agents for phone-related activities for
variable days and weeks.
NOTE: If you want to create a variable work shift, at least one of
the following parameters must be different:
■
Days per Week — (minimum/maximum)
■
Hours per Week — (minimum/maximum)
■
Arrival at the earliest or Arrival at the latest
If everything is equal, the work shift is fixed.
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Hours per
Week
If you selected Fixed work shift type, enter the number of work
hours per week for this work shift. If you selected Variable work
shift type, enter the minimum and maximum number of work
hours per week for this work shift.
Days per
Week
If you selected Fixed work shift type, enter the number of work
days per week for this work shift. If you selected the Variable work
shift type, enter the minimum and maximum number of work days
per week for this work shift.
Schedule
Increment
Select a 15 or 30 minutes increment for this work shift. If you
choose a 15 minute schedule increment, the start time would be
08:00,08:15, or 08:30 and the number of hours worked would be
3, 3.25, 3.5, 3.75.
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Field Name
Description
Optimization
Select the optimization method you want to apply to this work
shift. The available optimization methods are:
• Multilinear — When chosen, Workforce Management
schedules all agents with fixed work shifts first. Then it
examines requirements starting at the beginning of the day to
identify any requirements not already covered by agents with
fixed work shifts. If an agent with a variable work shift is
available and a requirement exists for an agent, Workforce
Management schedules the agent without considering if there
might be a greater need for an agent later in the day.
• Optimum — When chosen, Workforce Management schedules
all agents with fixed work shifts first. Then it schedules the
remaining available agents to best meet the forecast
requirements throughout the remainder of the day.
When you are creating a new work shift, the default value is
optimum. For more information, see "Optimization" on page 101.
Minimum
Hours
Enter the minimum number of hours to be worked for each day in
the format HH:MM. The total hours for the week appear in the
Total Hours column.
The minimum number of hours usually excludes time for a meal.
Maximum
Hours
Enter the maximum number of hours to be worked for each day in
the format HH:MM. The total hours for the week appear in the
Total Hours column.
The maximum number of hours usually excludes time for a meal.
For example, if the maximum number of paid hours is 8 hours,
enter 8:00. Do not include any non-paid time in this field (for
example, a half hour lunch break).
Days Off
Allowed
Select the check box associated with each day am agent has off.
If the check box is clear, the agent must work on that day if the
work shift has available hours on that day. If you clear one or
more of these check boxes, it indicates that days off are not
allowed on the cleared days.
Arrival at the
Earliest
Select the earliest arrival time allowed for each day in these fields.
Arrival at the
Latest
Select the latest arrival time allowed for each day in these fields.
4. Click
(Save) to save your changes.
The new Agents, and Work Conditions tabs appear.
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Editing a Work Shift
To edit a work shift:
1. From the Navigation pane, choose Agents > Work Shifts. The Work Shift List
appears (Figure 60).
Figure 62.
Work Shift List
2. Click a work shift name in the Name column. The General tab on the Work
Shift Detail pane appears (Figure 63).
Figure 63.
Work Shift Detail: General tab
3. Complete the fields. The fields are described in "Creating a Work Shift" on
page 103.
4. Click
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(Save) to save your changes.
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Administrator User Guide
Displaying Agents Associated with a Selected Work
shift
To display agents associated with a selected work shift:
1. From the Work Shift Detail pane, click the Agents tab. The Agents tab on the
Work Shift Detail pane appears (Figure 64).
Figure 64.
Work Shift Detail: Agents tab
2. To modify an agent that is assigned to this work shift, click the agent number
in the Number column. The Agent Detail tab on the Agent Details pane
appears. See "Editing an Agent" on page 89 for more information on
modifying an agent.
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Associating Work Conditions with a Work Shift
To associate work conditions with a work shift:
1. From the Work Shift Detail pane, click the Work Conditions tab. The Work
Conditions tab on the Work Shift Detail pane appears (Figure 65). See
"Creating a Work Condition" on page 112 for more information on work
conditions.
Figure 65.
Work Shift Detail: Work Conditions tab
2. To assign work conditions to a work shift, select the names of the work
conditions in the Available Work Conditions list, then click >. The names of the
work conditions move to the Assigned Work Conditions list. See "Moving Items
between Lists" on page 25 for more information.
3. To remove work conditions assigned to a work shift, select the names of the
work conditions from the Assigned Work Conditions list, then click <. The
names of the work conditions return to the Available Work Conditions list.
4. Click
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(Save) to save your changes.
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Administrator User Guide
Deleting a Work Shift
To delete a work shift:
1. To delete one or more work shifts from the Work Shift List (Figure 66), select
the check box next to each work shift and click
(Delete).
Figure 66.
Work Shift List
To delete all work shifts, select the check box in the column heading and click
(Delete).
The Workforce Management dialog appears.
2. Click OK to dismiss the dialog.
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Managing Work Conditions
Managing Work Conditions
A work condition is s set of rules used to identify a routine activity that prevents the
agent from answering contacts.These routine activities occur during every work shift.
Examples of routine activities that occur during every work shift are breaks and meals.
A work condition may be linked to fixed or variable work shifts. If the agent can work
4.5 to 6 hours during that work shift and scheduling is in half hour increments, you
must configure work conditions for 4.5, 5, 5.5 and 6 hours and assign them to the
agent’s work shift. You can set up to 28 different work conditions for the same block
of hours. A block of hours is the duration of a work shift (for example, six hours).
NOTE: If Workforce Management schedules an agent for a number of
hours within a work shift for which no work condition exists, the
agent’s schedule will not include breaks.
This topic covers the following information.
■
"Work Conditions" on page 111
■
"Creating a Work Condition" on page 112
■
"Editing a Work Condition" on page 115
■
"Assigning Work Shifts to a Work Condition" on page 117
■
"Deleting a Work Condition" on page 118
Work Conditions
For each work condition activity, you must identify the following information:
■
Name of the work condition (for example, Lunch or Break)
■
Duration
■
Minimum and maximum time that can elapse between the start of the work
shift and the work condition.
■
Minimum and maximum time between the start of the previous work
condition and the next work condition
■
The increment in minutes that WFM uses to schedule the work condition.
Possible values are 5, 10, 15, 20, and 30.
Exceptions are described in "Managing Exceptions" on page 126.
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Creating a Work Condition
To create a work condition:
1. From the Navigation pane, choose Agents > Work Conditions. The Work
Condition List appears (Figure 67).
Figure 67.
Work Condition List
2. Click
to create a work condition. The General tab on the Work Condition
Detail pane appears (Figure 68).
Figure 68.
Work Condition Detail: General tab
3. Complete the fields.
Field Name
Description
Name
Enter the name of the work condition. This is a required field.
Specify a descriptive name that is easy to understand. It should
also specify the number of work hours to which the work condition
applies (for example, Customer Service - 4.5 hours). A descriptive
name makes it easier to assign work shifts to agents.
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Field Name
Description
Hours of Work
per Day
(HH:mm)
Enter the number of paid hours covered by this work condition in
HH:MM format. For example, enter 07:30 for 7.5 hours.
If the agent can work 4.5 to 6 hours during that work shift and
scheduling is in half hour increments, you must configure work
conditions for 4.5, 5, 5.5 and 6 hours and assign them to the
agent’s work shift. You can set up to 28 different work conditions
for the same block of hours. A block of hours is the duration of a
work shift (for example, six hours).
If you do not, Workforce Manage will not schedule break and meal
times.
General
Condition
Select the General Condition check box if:
• This work condition applies to every work shift that has the
same block of hours, and
• No other work condition is associated with the work shift
NOTE: If this work condition is not selected as a general work
condition and no other work condition is linked to a work shift,
Workforce Management will not schedule break or meal times to
agents assigned to this work shift.
As of (HH:mm)
Enter the earliest shift arrival time for which you want this work
condition to apply. For example:
• If you want the work condition to apply only to work shifts that
begin after 06:30, then enter 06:30 in this field.
• If you want the work condition to apply for all arrival times,
enter 00:00 in this field.
Applicable
Days
Select the check box associated with each day when this work
condition applies.
4. To add a break, click Add and elect the activity type for this work condition.
Your options are:
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■
Lunch
■
Break
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5. Complete the fields.
Field Name
Description
Name
Enter the activity name. This name is associated with a break or
meal. For example, you could have a morning break, lunch and
afternoon break. If you leave this field empty, WFM enters the
name of the chosen activity (Lunch or Break) in this field when
(Save).
you click
NOTE: Some terms are reserved in Workforce Management.
These terms are In service, Available, Not available, Closed CSQ,
Overtime, and Exception.
Minimum
Delay
Enter the minimum delay using the HH:MM format. The minimum
delay is the amount of time that must elapse between the shift
arrival time and the start of the work condition activity.
Maximum
Delay
Enter the maximum delay using the HH:MM format. The maximum
delay is the amount of time that must elapse between the shift
arrival time and the start of the work condition activity.
Duration
Enter the duration of the activity in minutes. If your database
increment is 5 minutes, you can specify the duration in 5 minute
increments. If you database increment is 15 minutes, you can
specify the duration in 15 minute increments.
Increment
Enter the time increment using HH:MM format. The increment
determines the points on the clock when the work condition can
begin. Valid increments are 00:05, 00:10, 00:15, 00:20 and
00:30. For example, if you enter 00:10 and work begins at 8:00,
the work condition activity for an agent might begin at 08:00,
08:10, 08:20, 08:30, 08:40 or 08:50.
Paid Portion
Specify (in minutes) the portion of the work condition that is paid.
Minimum
Interval
Enter the minimum interval (in minutes) between breaks. This is
the minimum interval between the end of the previous work
condition activity and the start of this work condition activity.
NOTE: The minimum interval of the first break should be “0” since
there is no previous break.
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Field Name
Description
Color
Click the Color field to display the color palette and select a color.
Workforce Management displays the color and the Java number
associated with the color. The default colors are:
• Yellow for break time
• Magenta for meal time
These colors appear in the schedule maintenance pane.
You can select a color for each break or meal time. To avoid
confusion, select a unique color for each work condition.
6. To delete one or more breaks, select the check box next to the Activity type for
each break and click Delete.
To delete all breaks, select the check box in the heading of the first column
and click Delete.
Workforce Management removes the break from the Breaks table.
7. Click
(Save) to save your changes. The Work Shift tab appears. See
"Assigning Work Shifts to a Work Condition" on page 117 for more
information.
Editing a Work Condition
To edit a work condition:
1. From the Navigation pane, choose Agents > Work Conditions. The Work
Condition List appears (Figure 69).
Figure 69.
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Work Condition List
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Administrator User Guide
2. Click a work condition name. The General tab on the Work condition Detail
pane appears (Figure 70).
Figure 70.
Work Condition Details: General tab
3. Complete the fields. The fields are described in "Creating a Work Condition"
on page 112.
4. Click Breaks to open the dialog, then click Add to add an activity line.
5. Complete the fields. The fields are described in "Creating a Work Condition"
on page 112
6. Click
116
(Save) to save your changes.
October 2007
Managing Work Conditions
Assigning Work Shifts to a Work Condition
To assign work shifts to a work condition:
1. From the Work Condition Detail pane, click the Work Shift tab. The Work Shifts
tab appears (Figure 71).
Figure 71.
Work Condition Detail: Associated Work Shifts tab
2. To assign work shifts to a work condition, select the names of the work shifts
in the Available Work Shifts list, then click >. The names of the work shifts
move to the Assigned Work Shifts list. See "Moving Items between Lists" on
page 25 for more information.
3. To remove work shifts assigned to a work condition, select the names of the
work shifts from the Assigned Work Shifts list, then click <. The names of the
work shifts return to the Available Work Shifts list.
4. Click
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(Save) to save your changes.
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Deleting a Work Condition
To delete a work condition:
1. To delete one or more activities from the Work Condition List (Figure 72),
select the check box next to each activity and click
(Delete).
Figure 72.
Work Condition List
To delete all activities, select the check box in the column heading and click
(Delete).
The Workforce Management dialog appears.
2. Click OK to dismiss the dialog.
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Managing Work Shift Assignments
Managing Work Shift Assignments
Use this feature to assign work shifts to agents.
If you use work shift rotations in which an agent works different work shifts over
several weeks, you must first define the shifts and then the rotation sequence. For
example, an agent could have a day shift for the next 3 weeks followed by a night shift
for one week. When you create this 4 week work shift rotation and generate the
weekly schedule production, you will see the Automatic work shift rotation selected by
default. See "Automated Work Shift Rotation" on page 185 for more information. An
automatic work shift rotation follows this schedule until you decide to change it.
This topic covers the following information.
October 2007
■
"Assigning Work Shifts" on page 120
■
"Copy a Work Shift Rotation" on page 123
■
"Displaying Assigned Work Shifts" on page 124
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Administrator User Guide
Assigning Work Shifts
To assign a work shift:
1. From the Navigation pane, choose Agents > Assign Work Shifts. The Work
Shift Rotation tab on the Work Shift Assignments pane appears (Figure 73).
Figure 73.
Work Shift Assignments: Work Shift Rotation tab
2. Filter a list of agents by completing one of the following options:
■
Choose a CSQ mapping from the Filter Agents by CSQ Mapping list.
■
Choose a team from the Filter Agents by Team list.
3. Choose the agent to whom you want to assign a work shift from the Select an
Agent list.
NOTE: If you are editing an agent from the Agent Details pane, only
the agent you selected from the Agent List appears in this field.
A list of weeks for which the selected agent has already been assigned work
shifts appear under Agent Work Shift Rotation. If the list is empty, then the
select agent has not been assigned any work shifts yet.
4. Under Work Shifts List, select a work shift to assign to the agent.
5. Assign the selected work shift to the selected agent by completing one of the
following options:
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Managing Work Shift Assignments
■
If you want to add many new work shift assignments at once, complete
the following steps.
a. Delete all of the existing assignments by selecting the top check box
in the list and clicking
(Delete).
b. Click
(New Rotation).
Fourteen weeks (without work shift assignments) appear under Agent
Work Shift Rotation.
c. Assign the selected new work shift to all of the weeks listed by
selecting the top check box in the list and clicking
(Insert On).
d. Delete any undesired assignments by selecting the check box for
those assignments and clicking
(Delete).
e. Click
■
(Save).
If you want to change one or more of the existing work shift assignments
to use the new work shift, complete the following steps.
a. Select the check boxes for the assignments you want to change.
b. Click
(Insert On).
The selected assignments now use the new work shift.
c. Click
■
(Save).
If you want to insert a new work shift assignment after an existing
assignment, complete the following steps.
a. Select the check box for the existing assignment that you want to
occur just before the new assignment.
b. Click
(Insert After).
The existing assignments that occur before the new assignments do
not change. All of the existing assignments that occur after the new
assignment are advanced by one week.
c. Click
■
(Save).
If you want to insert a new work shift assignment before an existing
assignment, complete the following steps.
a. Select the check box for the existing assignment that you want to
occur after the new assignment.
b. Click
(Insert Before).
The existing assignments that occur before the new assignment do
not change. All of the existing assignments that occur after the new
assignment are advanced one week.
c. Click
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(Save).
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Administrator User Guide
■
If you want to delete all of the existing work sift assignments, complete
the following steps.
a. Click
(Delete Rotation (All Work Shifts)).
The existing weeks remain, but the work shift assignments for those
weeks are deleted.
b. Click
■
(Save).
If you want to split an existing work shift (split shift) for a specific week,
complete the following steps:
a. Select the check box next to the existing work shift rotation you want
to split in the Agent Work Shift Rotation list.
b. Click
(Add Work Shift to Selected Weeks (Split Shift)).
The existing selected assignments do not change. A new work shift
assignment appears the selected work shift assignment and displays
the same date and work shift name.
c. Select the check box next to the newly created work shift in the Agent
Work Shift Rotation list.
d. Select a work shift in the Work Shift Lists that you want to use for the
additional shift in the split work shift.
e. Click
(Insert On).
The selected work shift in the Agent Work Shift Rotation now displays
the name of the work shift selected in the Work Shifts List.
f. Click
(Save).
NOTE: Both work shifts must be created in such a way that the do not
conflict with each another.
■
If you want to advance all the work shift assignments by one week, click
(Advance).
■
If you want to postpone all of the work shift assignments by one week,
(Postpone).
click
■
If you want to delete one or more work shift assignments:
—
To delete all work shift assignments, select the top check box in the
list and click
(Delete).
—
To delete selected work shift assignments, select the check box next
to each work shift assignment you want to delete and click
(Delete).
NOTE: Remove any weeks that do not have work shifts assigned to
them, because WFM will take them into account.
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Copy a Work Shift Rotation
To copy a work shift rotation to other agents:
1. From the Navigation pane, choose Agents > Assign Work Shifts. The Work
Shift Rotation tab on the Work Shift Assignments pane appears (Figure 74).
Figure 74.
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Work Shift Assignments: Work Shift Rotation tab
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2. To copy the work shift rotation, click
appears (Figure 75).
Figure 75.
. The Select one or more agents pane
Select one or more agents
3. Select the agents to which you want to copy the displayed work shift rotation.
4. Click
to paste the work shift rotation to the selected agents.
5. Click
(Save) to save your changes.
Displaying Assigned Work Shifts
To display assigned work shifts:
1. From the Work Shift Assignments pane, click the Assigned Work Shifts tab.
The Assigned Work Shifts tab pane appears (Figure 76).
Figure 76.
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Work Shift Assignments: Assigned Work Shifts tab
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Managing Work Shift Assignments
2. Enter a date for the first day of a week (Sunday) in the Select a date field. See
"Entering a Date in a Field" on page 33.
Assigned work shifts for the selected date appear in the Display Assignments
pane.
3. Click the work shift under the Work Shift Name column to display agents
assigned to this work shift. WFM displays the work shifts details in the
Assignment Details pane.
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Managing Exceptions
An exception is a non-routine activity (for example, medical appointments, vacations,
training, or project work) that takes agents away from answering calls. Workforce
Management takes exceptions into account when determining schedules.
An exception must conform to the following rules:
■
An exception must appear within the availability limits of the agent’s work
shift.
■
Workforce Management ignores an exception that overflows outside of the
availability period. The exception is restricted to boundaries specified by the
availability period.
This topic covers the following information.
126
■
"Assigning an Exception" on page 127
■
"Exception Examples" on page 128
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Managing Exceptions
Assigning an Exception
To assign an exception:
1. From the Navigation pane, choose Agents > Assign Exceptions. The Exception
Assignments pane appears (Figure 77).
Figure 77.
Exception Assignments
2. Select the team of the agent to whom you want to assign the exception.
3. Filter the agents displayed in the Agent List by clicking one of the following
options:
■
Active — To displays only active agents in the Agent List.
■
Inactive — To display only inactive agents in the Agent List.
■
All — To display all agents, active and inactive, in the Agent List.
4. Select the agent or agents to whom you want to assign an exception from the
Agent List.
A field below the Agent List shows how many agents you selected from this
list.
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5. Complete the following fields.
Field Name
Description
Exception List
Select the exception you want to assign.
Starts On
Enter the date when the exception will start. By default, Workforce
Management displays today's date.
Ends On
Enter the date when the exception will end.
After number
Occurrences
Choose this option if you want the exception to be repeated a
specified number of times and enter the number of times the
exception is repeated.
Entire Day
Select Entire day if the exception covers the whole service day.
Start Time
Enter Start time in the HH:MM format.
End Time
Enter End time in the HH:MM format.
Hours
Displays the total number of hours required for the exception.
Paid
Select the Paid check box if the agent will be paid for these hours.
By default, Workforce Management displays the Paid status
entered when you created the exception type. See "Editing an
Exception Type" on page 66, However, you can change it here.
NOTE: If the exception is paid, the total number of hours between
the start and the end time must be equal to the number of paid
hours. The number of paid hours does not include meal time.
Frequency
Choose the frequency of this occurrences. The options are Daily,
Weekly, Monthly and Yearly. See "Exception Examples" on
page 128 for more information.
Occurrence
Choose the type of occurrence. The options that appear in this
field are dependent on the option you chose under Frequency.
See "Exception Examples" on page 128 for more information.
6. Click
(Save) to save your changes.
Exception Examples
The following list provides typical examples used when defining frequency and
occurrence of exceptions.
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■
An agent is assigned to special administration work for 2 months. The
assignment starts on July 2nd and ends on September 21st. The agent is
required to perform this administration work on every Wednesday and
Thursday from 10:00 to noon. Figure 78 shows how to enter this exception.
Figure 78.
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Example 1
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■
A group of agents must attend ten meetings on Mondays every other week for
1 hour. The meeting runs from 14:00 to 15:00. The meetings start on March
5th. (Note that the Ends on option is disabled.) Figure 79 shows how to enter
this exception.
Figure 79.
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Example 2
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Managing Exceptions
■
Starting on January 1st, the contact center assigns 2 agents to prepare
statistics reports for one full day on the 5th day of every third month for the
year 2007. Figure 80 shows how to enter this exception.
Figure 80.
■
4 agents are required to mail the monthly statements from 08:00 to 12:00,
the first Monday of every month, from the beginning of the year. Figure 81
shows how to enter this exception.
Figure 81.
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Example 3
Example 4
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Alternatively, you could specify 12 occurrences without an end date. Figure 82
shows how to enter this exception.
Figure 82.
132
Example 5
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Managing Forecasts
Introduction
A forecast is a prediction of future events. In Workforce Management, a forecast
uses historical call information from a specified period to estimate a contact
center’s future call volume and scheduling requirements.
Forecasting is an essential part of Workforce Management. It provides the basis
for creating schedules. Use the Forecasting section to:
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■
Generate and edit call distributions. A call distribution is the calculation of
the percentage of the day’s calls, by day of week, in each schedule period.
It also identifies the average talk time and work time per call for each half
hour interval.
■
Initiate forecasts and edit the results.
■
Define special events that caused historical call volume to be above or
below normal patterns and identify specific dates when the events
occurred.
■
Create firm dates. A firm date is fixed date on a calendar (for example,
January 1). Use firm date when you want to use call volume from a
specified date in the past as the call volume projection for a specified
date in a forecast period.
■
Identify days on which the contact center does not handle calls to a
specific CSQ.
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Forecasting Process
Forecasting is a step-by-step process.
1. Identify your historical call data.
The forecast process uses historical call data to project future requirements.
You need to identify the block of time within the historical call data that most
closely resembles the future block of time for which you want to generate a
forecast. For example, an historical call volume period should reflect any
weekly or seasonal patterns that are likely to occur during the forecast period.
Historical call volume data for a period that is like the forecast period, but a
year earlier can often provide the best reflection of weekly and seasonal
patterns. You need call volume data for the past 12 to 15 months to generate
forecasts that reference history in a period like the forecast period but a year
earlier. If you have extensive call volume history, see for "Extensive Call
History" on page 148 additional information.
Figure 83.
Historical call volume data
If you have limited call volume history, see "Limited Call History or Rapidly
Changing Situation" on page 148 for more information.
2. Generate the call distribution for each day of the week in your forecast period.
A call distribution is the calculation of the percentage of the day’s calls, by day
of week, in each schedule period. It also identifies the average talk time and
work time per call for each half hour interval.
The forecast process generates the distribution based on historical patterns.
If you think there is a pattern in your forecast period that departs from the
historical pattern, you can edit the distribution to reflect the forecasted
pattern.
See "Distribution" on page 136 for more information on call distribution.
3. Apply adjustments by day for any special events that resulted in either higher
than average or below average activity in the historical call data. See "Edit
Distribution" on page 140 for additional information on adjusting call
distribution results.
4. Generate the forecast. See "Forecast Request" on page 146 for information
on generating a forecast.
5. Review the forecast.
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6. If you do not believe the forecast values are on target, edit the forecast. See
"Edit Forecast" on page 162 for more information on reviewing and editing a
forecast.
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Distribution
To generate a call distribution, you must specify the following information:
■
CSQ — Identifies the CSQ or virtual CSQ associated with this distribution.
■
Call history reference period — Identifies dates within the historical call data
that most closely resembles future dates for which you want to generate a
forecast.
■
Days of the Week — Identify the days of the week for which the call distribution
will be relevant.
When generating the call distribution, Workforce Management performs the following
tasks:
1. Workforce Management calculates the average call volume in the call history
reference period for each scheduled period for every scheduled day of the
week. For example, to calculate the average call volume for the 8:30 to 9:00
AM time slot on Monday, Workforce Management takes the sum of the call
volume for the 8:30 to 9:00 AM time slot for each Monday in the call history
reference period and divides the total by the number of Mondays in the call
history reference period.
2. Workforce Management then divides the result for each half hour interval by
the sum of the averages for the entire day to determine the percentage
number of calls that arrive during this interval.
3. Workforce Management calculates the average talk and work time values per
call for each half hour interval. For example, to calculate the average talk time
for the 8:30 to 9:00 AM time slot on Monday, Workforce Management takes
the sum of talk time for each call to the CSQ between 8:30 and 9:30 AM for
each Monday in the call history reference period and divides the total talk
time by the number of calls to determine the average talk time. Workforce
Management uses the same method to calculate average work time.
NOTE: Talking time includes all time from the moment the agent
answers a call to the moment the agent disconnects or transfers the
call. This includes the time when the agent is actively talking to the
caller and the time when the agent places the caller on hold.
This topic covers the following information.
136
■
"Guidelines for Generating a Call Distribution" on page 137
■
"Generating a Call Distribution" on page 138
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Distribution
Guidelines for Generating a Call Distribution
Choosing an appropriate call reference period is important for generating a call
distribution suitable for your forecast period. Use the following guidelines when
generating a call distribution.
■
If your daily or weekly call patterns for a specific day of the week fluctuate
wildly, choose a longer call reference period (for example, 5 weeks). If your
call patterns are fairly stable, choose a shorter call reference period (for
example, 2 or 3 weeks).
■
If you have 12 to 15 months of historical call data and your business and
routing patterns have not changed drastically, use a call reference period from
a year earlier that is similar to the forecast period. Using a call reference
period from a year earlier would also include seasonal patterns.
■
If you do not have 12 to 15 months history or your contact center conditions
have changed dramatically, identify a more recent period that is more like to
have call pattern is are similar the forecast period.
If the call patterns are reasonably stable throughout the year, you may go several
months without having to regenerate your call distribution. If the call patterns have
strong seasonal variation, then you may need to regenerate your patterns at least
once a month.
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Generating a Call Distribution
To generate a call distribution:
1. From the Navigation pane, choose Forecasting > Distribution. The Distribution
Request pane appears (Figure 84).
Figure 84.
Distribution Request
2. Complete the fields.
138
Field Name
Description
Select CSQs
Select the CSQs or virtual CSQ from the Select CSQ list. Workforce
Management will use these CSQs to generate a call distribution.
Start Date
Select the start date of the call history reference period. See
"Entering a Date in a Field" on page 33 for more information.
End Date
Select the end date of the call history reference period.
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Distribution
Field Name
Description
Calculate
Distribution
Clear the check box for each day of the week on which you do not
want a distribution. For example, clear the check box on the days
when the CSQ is closed.
Update CSQ
Times
Select this check box if you want Workforce Management to
update the Standard talk time and After Call Work Time for the
CSQ with this calculation. For more information on these fields,
see "Creating a CSQ" on page 53.
Execute
Request Date
Enter the date (in the format selected in your preferences) and
time (HH:MM) if you want Workforce Management to generate
this distribution at a specified time. Best practice is to generate
this distribution during an off peak hour.
3. Click
(Launch Request) to launch the distribution request.
Workforce Management launches the call distribution request on the server.
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Edit Distribution
The future does not always reflect the past. You may have knowledge of future events
that cause you to believe the Workforce Management call distribution needs
adjustment. Use Edit Distribution under Forecasting to change the distribution. For
any half hour interval, you can change the number of calls likely to arrive, the average
talk time and the average work time.
After you generate a call distribution, you can see the results in the Distribution
Maintenance pane. You can use the Distribution Maintenance pane to review and
modify the generated call distribution. You can display the graph for each day of the
week and make changes (if required) to the call distribution curve for a specified
period. Changes to the call distribution are applied immediately and saved for each
day of the week.
This topic covers the following information.
140
■
"Editing a Call Distribution" on page 141
■
"Displaying a Call Distribution Graph" on page 143
■
"Copying a Call Distribution" on page 145
October 2007
Edit Distribution
Editing a Call Distribution
To edit a distribution:
1. From the Navigation pane, choose Forecasting > Edit Distribution. The
Distribution Maintenance pane appears (Figure 85).
Figure 85.
Distribution Maintenance
2. Select the name of the CSQ from the CSQs. See "Selecting a CSQ" on page 36.
for more information.
3. To display the call distribution for a specific day, choose the day from the
Select Day list.
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Workforce Management populates the fields in the Distribution Maintenance
pane (Figure 86).
Figure 86.
Distribution Maintenance
4. Update the fields in the following columns: Calls, ATT (average talk time) and
AWT (average wrapup time). The columns are described in the following table.
Field
Description
Interval
The start time for the half hour interval.
Ratio
The percentage of the day’s calls that arrive during the
interval. The value is expressed in decimal format.
Calls
The number of calls forecasted to arrive during the interval.
This field only appears when you choose a CSQ with a CSQ
Type of Calls.
Emails
The number of emails forecasted to arrive during the
interval.
This field only appears when you choose a CSQ with a CSQ
Type of Email.
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Edit Distribution
Field
Description
ATT
The average talk time for calls during an interval. Talk time
includes all time from the moment the agent answers a call
to the moment the agent disconnects or transfers the call.
This includes the time when the agent is actively talking to
the caller and the time when the agent places the caller on
hold.
AWT
The average wrapup time for calls during the interval. This is
also called wrapup work time.
5. Click
(Save) to save your changes.
Displaying a Call Distribution Graph
To display a call distribution graph:
■
From the Distribution Maintenance pane, click
display data graph.
next to a column heading to
Figure 87 shows an example of a graph.
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The bottom of the graph displays the schedule intervals.
Figure 87.
Graph sample dialog box
Schedule intervals
NOTE: WFM displays a maximum of 30 points on the x-axis of a
graph. If you specify more than 30 intervals, WFM will calculate the
average for each displayed interval.
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Edit Distribution
Copying a Call Distribution
To copy a call distribution:
1. From the Distribution Maintenance pane, choose the day you want to copy the
call distribution from the Select the Day of the Week list.
2. Click
to copy the displayed distribution on the clipboard.
Workforce Management displays the following message:
Copy done. Ready to paste.
3. Choose the day you want to copy the call distribution to from the Select the
Day of the Week list.
4. Click
to paste the call distribution.
Workforce Management displays the following message:
Paste done successfully.
5. Click
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(Save) to save your changes.
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Forecast Request
You must generate a call distribution before you generate a forecast. See "Generating
a Call Distribution" on page 138 for more information on creating a call distribution.
When you generate a forecast, you need to specify:
■
A CSQ or virtual CSQ
For more information on CSQs or virtual CSQs, see "Contact Service Queues"
on page 42.
■
A forecast period (for example, March 4, 2008 through March 17, 2008)
You need to know the day or days for which you want to generate a forecast.
For a normal forecast, you can specify a week or two at a time. If there is a
special event (for example, a holiday), you might want to generate forecasts
for the days before and after the holiday one day at a time.
■
The method used to forecast the call volume for each day in the forecast
period (for example, Previous year equivalent day or Average of equivalent
days)
■
With trends or without trends. If you choose to forecast with trends, you must
also specify the method used to determine trends (for example, Specific
trends per day or Overall trend).
A trend is the year-to-year change in call volume. A trend tells you the
percentage of change (either greater, equal or less than) in call volume for the
current year over the same period last year. The method for determining the
trend is dependent on the extent of historical call data stored in Workforce
Management.
See "Methods for Forecasting with Trends" on page 149 for more information
on trends.
■
The average call handling time
To project the number of agents required, the forecasting process needs to
project not only the number of calls likely to arrive in a scheduling period, but
also the time the agents take to handle calls. If you lack sufficient historical
call data to forecast with trends, but you think the call volume in the forecast
period will be above or below the call volume in the call history reference
period, you should enter the ratio of the forecast period to the historical
period call volume as the adjustment factor. For example, if you think the
forecast period call volume will be five percent higher than the call history
reference period volume, enter 1.05 in the field. See the discussion on
Additional Parameters in "Generating a Forecast with Trends" on page 151 for
more information.
■
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Service level targets
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Forecast Request
For each schedule period, you can set the target for customer service
expressed in terms of the percentage of calls answered in a specified number
of seconds. Meeting a more demanding target requires more agents than
meeting a less demanding one. The forecast process adjusts projected agent
requirements to levels required to meet the service goal.
This topic covers the following information.
■
"Forecast Generation Process" on page 147
■
"Limited Call History or Rapidly Changing Situation" on page 148
■
"Extensive Call History" on page 148
■
"Methods for Forecasting with Trends" on page 149
■
"Methods for Estimating Daily Call Volume" on page 150
■
"Call Handling Estimation Methods" on page 151
■
"Generating a Forecast with Trends" on page 151
■
"Generating a Forecast without Trends" on page 156
Forecast Generation Process
After you configure your forecast request and initiate it, Workforce Management
performs the following steps to generate the forecast.
1. Applies any special event adjustments that you assigned for the CSQ in the
call history reference period. See "Special Events" on page 169 for more
information.
2. Generates the call volume projection for each day in the forecast period.
3. When forecasting with trends, determines the trend percentage by day and
adjusts the call volume projections by the trend amount.
For example, if the forecast for the day was 40 calls and the trend indicated
that this year’s call volume was five percent above last year’s call volume, the
forecast process increases the projection for the day to 42 calls (1.05 X 40).
4. Adjusts the volume projection for each period by the Adjustment Factor.
For example, if you enter 1.05 in this Adjustment factor field, Workforce
Management will increase the total volume projection for each forecasted day
by 5%. If you enter .95 in this field, Workforce Management will decrease the
total volume projection for each forecasted day by 5%.
5. Applies the schedule period ratios from the call distribution for the day to
divide the projection for the day into projections for each schedule period
within the day.
6. Multiplies the projection for each schedule period by the average call handing
time for the period to estimate the amount of agent handling time required.
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7. Performs statistical analysis with respect to the agent call handling time
estimates and the service level goals for the schedule periods to determine
the number of agents required.
Limited Call History or Rapidly Changing Situation
If there is no call volume history 12 to 15 months prior to the forecast period, you
must to use history from a more recent period. Even if you have 12 to 15 months of
call history, your current contact center circumstance might have changed to such a
degree that information from a year ago might no longer be indicative of future
activity. You might need to choose a more recent historical call volume period to
represent future call volume patterns.
For forecasts based on limited history, the Workforce Management forecast:
■
Includes any past special event adjustments configured for the days in the
historical call volume period.
■
Gets the call volume for each day of the week for all instances of that day of
the week in the historical call volume period. For example, when creating a
forecast for a Monday using a 6 week historical call volume period, Workforce
Management retrieves the call volume history for the 6 Mondays in the
historical call volume reference period.
■
Generates the estimates for the day by calculating the average from the
values for the day of the week in the historical call volume reference period.
For example, Workforce Management divides the sum of the 6 Mondays in the
previous example by 6 to determine the estimate for the Monday in the
forecast period.
Extensive Call History
If 12 to 15 months of history is available, you have several options. These choices
affect the following:
■
Calculation of the call volume estimate for a day
■
Calculation of the year-to-year trend in call volume
The forecast process offers two alternatives for generating the call volume estimate
for a day:
148
■
Previous Year Equivalent Day — This option uses the call volume for the
equivalent day in from the previous year.
■
Average of Equivalent Days — This option uses the call volume for the average
of equivalent days from the previous reference period.
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Forecast Request
Methods for Forecasting with Trends
If you want to create a forecast with trends, Workforce Management provides the
following trend options:
■
Overall Trend (page 149)
■
Specific Trends per Day (page 149)
Use the following guidelines to determine if you should generate a forecast with
trends:
■
If you do not have 12 to 15 months of historical call data in Workforce
Management, you must generate a forecast without trends. Workforce
Management generates a forecast using a default trend value of one.
■
If you have 12 to 15 months of historical call data and your call handling
practices are fairly consistent with what they were a year ago, you can create
a forecast with trends.
Overall Trend
When you choose to generate a forecast with trends and select the Overall trend
method, Workforce Management calculates the total call volume for the CSQ for this
year’s period and the equivalent period from last year and divides this year’s total by
last year’s total to determine the trend. Figure 88 shows an example of an Overall
trend calculation.
Figure 88.
Overall trend example
Specific Trends per Day
When you choose to generate a forecast with trends and select the Specific Trends
per Day method, Workforce Management calculates a trend for each day of the week.
Workforce Management calculates the total call volume for the CSQ for the day of the
week in this year’s period and also the day of the week in the equivalent period last
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year. It then divides this year’s total by last years total to determine the trend for the
day of the week. This method best captures year-to-year variations in the weekly call
arrival pattern. Figure 89 shows an example of a Specific trends per day calculation.
Figure 89.
Specific trends per day example
Methods for Estimating Daily Call Volume
Workforce Management provides the following daily call projection options:
■
Previous Year Equivalent Day (page 150)
■
Average of Equivalent Days (page 150)
Previous Year Equivalent Day
If you choose Previous year equivalent day, Workforce Management must have 12
months of historical call data. When you generate a forecast using Previous year
equivalent day, Workforce Management uses the call volume of the same day of the
week for the same week of the month for the previous year as the projection for the
day.
For example, to generate a forecast for May 15, 2007, which is the third tuesday in
May, Workforce Management uses the call volume for the third Tuesday in May of
2006 (May 16, 2006) for the projection.
Average of Equivalent Days
When you generate a forecast with trends and Average of equivalent days, the
reference date for the forecast day is the equivalent date from a year ago. You must
select a range of weeks before and after the reference date from which the average of
equivalent days is derived. Workforce Management calculates the average call volume
for each day of the week in the range of weeks.
For example, if you want to generate a forecast for Tuesday, March 20, 2007, you may
decide to include three weeks before and three weeks after the reference date as the
call history reference period. Workforce Management generates the forecast by
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Forecast Request
calculating the average call volume for each Tuesday in the six week period from
February 28, 2006 to April 3, 2006 (see Figure 90).
Figure 90.
Average of equivalent days example
Tuesday average: (2500+1800+2150+2040+2700+2380)/6 = 2263
When you generate a forecast without trends and Average of equivalent days, you
must select either Date range or Date List. Workforce Management calculates the
average call volume for each day of the week in the selected date range or list of
dates.
NOTE: To generate a forecast for a specific date based on a specific
reference date, use firm date association. See "Creating and Editing a
Firm Date Association" on page 178 for more information.
Call Handling Estimation Methods
You have two options for call handling times:
■
Distribution call handling times — This option uses the talk and work times
calculated from historical data as part of the call distribution generation
process. If you think the call handling times in the forecast periods are likely
to follow historical patterns, you should choose this option.
■
Standard handle times — This option uses the standard call handling times for
the CSQ configured in CSQs under the Environment menu. If you know the
circumstances for the call handling times depart from historical patterns for
the forecast period, then enter the specified time in CSQs under the
Environment menu and choose this option.
Generating a Forecast with Trends
You must generate a call distribution before you generate a forecast. See "Generating
a Call Distribution" on page 138 for more information on creating a call distribution.
Workforce Management requires access to an entire year of call data history in order
to generate this forecast. If it does not have an entire year of call data history, the
forecast value will be zero.
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To generate a forecast request with trends:
1. From the Navigation pane, choose Forecasting > Forecast Request. The
Forecast Request pane appears (Figure 91).
Figure 91.
Forecast Request
2. Select the CSQ type from the CSQ Type list. Your options are:
■
Calls
■
Email
3. Select the CSQs for which you want to generate a call forecast from the Select
CSQs list.
4. Select the start date for the forecast period from the Start Date field under
Forecast Dates. See "Entering a Date in a Field" on page 33 for more
information.
5. Select the end date for the forecast period from the End Date field under
Forecast Dates.
6. Select the With Trends option.
7. Choose on of the following options under Type of Trend Calculation:
■
Overall Trend
■
Specific Tends per Day
The Specific trends per day is recommended unless you experience a wide
fluctuation in the pattern of call arrivals from week to week. Both Specific
trends per day and Overall trends will provide reasonable results.
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Forecast Request
8. Choose a reference period for trend calculation and specify the dates.
■
If you choose Date Range, enter the start date in the Starts On field and
the end date in the Ends On field.
■
If you choose Date List, enter a date in the Date field, then click >. Repeat
this step for each date you want to add to the list. If you want to remove a
date from the list, click the date in the list, then click <.
NOTE: Date List is not available if you chose Email for the CSQ Type.
9. Choose one of the following options under Daily Volume Based On:
■
Average of Equivalent Days — If you choose this option, complete the
following steps.
a. Enter the number of weeks prior to the selected day in the Weeks
Prior to Equivalent Day field.
b. Enter the number of weeks after the selected day in the Weeks After
Equivalent Day field.
■
Previous Year Equivalent Day — If you choose Previous Year Equivalent
Day, no additional information is needed.
10. To adjust average call handling time, click Additional Parameters to display
more parameters (Figure 92) and complete the fields.
a. Select one of the following options for the Average call handling time:
■
Distribution Call Handling Times — If you changed the call handling
time when you created the distribution, Workforce Management uses
the modified call handling time when generating the forecast. See
"Generating a Call Distribution" on page 138 for more information.
■
Standard Handling Times — Workforce Management uses the call
handling times specified when you created the CSQ. See "Creating a
CSQ" on page 53 for more information.
b. Enter the ratio by which you want the forecast adjusted in the Adjustment
factor field. Workforce Management applies this adjustment independent
of the trend calculation. If you do not want any special adjustment, set the
adjustment factor to 1.0.
NOTE: Unless you are in a growth period and you already know this
growth percentage, we recommend use the default value (1.0) in this
field and modify the Adjustment factor field that appears in the
Forecast Maintenance pane where you can better analyze the data
(see "Edit Forecast" on page 162).
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c. Enter the date and time in which WFM generates the forecast in the
Execute Request Date field.
Figure 92.
Additional Parameters
11. Click Service Levels Calculation to display more parameters (Figure 93) and
complete the fields.
The Period column displays the schedule period in half hour increments.
Figure 93.
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Forecast Request
12. Enter the percentage of calls that must be answered within the time frame
specified in the Service % field to match the service level objectives in your
organization. The Service % is 80% by default.
For example, if you change 80% to 90% in the first period 00:00, all
subsequent periods are changed to 90%. If you only want to change the
periods from 00:00 to 02:00 to 90%, you must change the value for 02:30 to
80% and change all subsequent periods to 80%.
13. Enter the time in which all calls or email must be answered to match your
service level objective. The name that appears in the third column depends
on the CSQ type. For example:
■
If you chose a CSQ with a CSQ Type of Calls, enter the number of seconds
in the Seconds column. The default is 20 seconds.
■
If you chose a CSQ with a CSQ Type of Email, enter the number of hours in
the Hours column. The default is four hours.
14. Enter the number of seconds in which a call must be answered to match your
service level objectives in your CSQ in the Seconds field. The default is 20
seconds.
15. If you chose a CSQ with a CSQ Type of Email, click Defer Handling of Email to
display more parameters (Figure 94).
Figure 94.
Defer Handling of Emails
16. Select how you want to handle email received during business hours. Your
options are:
October 2007
■
Linearly — If you choose this option, Workforce Management divides all
emails received during business hours by the number of intervals in the
work shift to determine the number of emails handled during each
interval.
■
No Deferring — If you choose this option, agents must handle all email
received during business hours when they are received.
■
Non-Linearly — If you choose this option, Workforce Management
schedules the agents to handle by 50% of the emails received during the
first interval and divides number of emails handled for each remaining
interval by 50%, until the last interval. During the last interval, the agents
are expected to complete the remaining emails.
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17. Select how you want to handle email received after business hours. Your
options are:
■
Linearly — If you choose this option, Workforce Management divides all
emails received after business hours by the number of intervals in the
work shift to determine the number of emails handled during each
interval.
■
No Deferring — If you choose this option, agents must handle all email
emails received after business hours during the first interval of the next
day.
■
Non-Linearly — If you choose this option, Workforce Management
schedules the agents to handle by 50% of the emails received after
business hours during the first interval and divides number of emails
handled for each remaining interval by 50%, until the last interval. During
the last interval, the agents are expected to complete the remaining
emails.
18. Click
(Launch Request) to launch the forecast request. A Windows
Internet Explorer dialog box appears (Figure 95).
Figure 95.
Windows Internet Explorer dialog box
19. Click OK to dismiss the dialog box.
Generating a Forecast without Trends
You must generate a call distribution before you generate a forecast. See "Generating
a Call Distribution" on page 138 for more information on creating a call distribution.
If you do not have 12 to 15 months of historical call data in Workforce Management,
you must generate a forecast without trends. Workforce Management generates a
forecast using a default trend value of one.
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October 2007
Forecast Request
To generate a forecast request without trends:
1. From the Navigation pane, choose Forecasting > Forecast Request. The
Forecast Request window appears (Figure 91).
Figure 96.
Forecast Request
2. Select the CSQ type from the CSQ Type list. Your options are:
■
Calls
■
Emails
3. Select the CSQs for which you want to generate a call forecast from the list
Select CSQs list.
4. Select the start date for the forecast period from the Start Date field under
Forecast Dates. See "Entering a Date in a Field" on page 33 for more
information.
5. Select the end date for the forecast period from the End Date On field under
Forecast Dates.
6. Select the Without Trends option.
7. Choose a reference period and specify the dates.
October 2007
■
If you choose Date Range, enter the start date in the Starts On field and
the end date in the Ends On field.
■
If you choose Date List, enter a date in the Date field, then click >. Repeat
this step for each date you want to add to the list. If you want to remove a
date from the list, click the date in the list, then click <.
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Administrator User Guide
NOTE: Date List is not available if you chose Email for the CSQ Type.
8. To adjust average call handling time, click Additional Parameters to display
more parameters (Figure 97) and complete the fields.
a. Select one of the following options:
■
Distribution Call Handling Times — If you changed the call handling
time when you created the distribution, Workforce Management uses
the modified call handling time when generating the forecast. See
"Generating a Call Distribution" on page 138 for more information.
■
Standard Handle Times — Workforce Management uses the call
handling times specified when you created the CSQ. See "Creating a
CSQ" on page 53 for more information.
b. Enter the ratio by which you want the forecast adjusted in the Adjustment
Factor field. Workforce Management applies this adjustment independent
of the trend calculation. If you do not want any special adjustment, set the
adjustment factor to 1.0.
NOTE: Unless you are in a growth period and you already know this
growth percentage, we recommend use the default value (1.0) in this
field and modify the Adjustment factor field that appears in the
Forecast Maintenance pane where you can better analyze the data
(see "Edit Forecast" on page 162).
c. Enter the date and time in which WFM generates the forecast in the
Execute Request Date field.
Figure 97.
Additional Parameters
9. Click Service Levels Calculation to display more parameters (Figure 98) and
complete the fields.
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October 2007
Forecast Request
The Period column displays the schedule period in half hour increments.
Figure 98.
Staffing levels calculation
10. Enter the percentage of calls that must be answered within the time frame
specified in the Service % field to match the service level objectives in your
organization. The Service % is 80% by default.
For example, if you change 80% to 90% in the first period 00:00, all
subsequent periods are changed to 90%. If you only want to change the
periods from 00:00 to 02:00 to 90%, you must change the value for 02:30 to
80% and change all subsequent periods to 80%.
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11. Enter the time in which all calls or email must be answered to match your
service level objective. The name that appears in the third column depends
on the CSQ type. For example:
■
If you chose a CSQ with a CSQ Type of Calls, enter the number of seconds
in the Seconds column. The default is 20 seconds.
■
If you chose a CSQ with a CSQ Type of Email, enter the number of hours in
the Hours column. The default is four hours.
12. If you chose a CSQ with a CSQ Type of Email, click Defer Handling of Email to
display more parameters (Figure 99).
Figure 99.
Defer Handling of Emails
13. Select how you want to handle email received during business hours. Your
options are:
■
Linearly — If you choose this option, Workforce Management divides all
emails received during business hours by the number of intervals in the
work shift to determine the number of emails handled during each
interval.
■
No Deferring — If you choose this option, agents must handle all email
received during business hours when they are received.
■
Non-Linearly — If you choose this option, Workforce Management
schedules the agents to handle by 50% of the emails received during the
first interval and divides number of emails handled for each remaining
interval by 50%, until the last interval. During the last interval, the agents
are expected to complete the remaining emails.
14. Select how you want to handle email received after business hours. Your
options are:
160
■
Linearly — If you choose this option, Workforce Management divides all
emails received after business hours by the number of intervals in the
work shift to determine the number of emails handled during each
interval.
■
No Deferring — If you choose this option, agents must handle all email
emails received after business hours during the first interval of the next
day.
■
Non-Linearly — If you choose this option, Workforce Management
schedules the agents to handle by 50% of the emails received after
business hours during the first interval and divides number of emails
October 2007
Forecast Request
handled for each remaining interval by 50%, until the last interval. During
the last interval, the agents are expected to complete the remaining
emails.
15. Click
(Launch Request) to launch the forecast request. A Windows
Internet Explorer dialog box appears (Figure 100).
Figure 100.
Windows Internet Explorer dialog box
16. Click OK to dismiss the dialog box.
October 2007
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Administrator User Guide
Edit Forecast
Use Edit Forecast under Forecasting to review and edit a forecast. Workforce
Management generates the forecast based on historical information. If you know a
future event will significantly change call volume patterns generated in the forecast,
you can adjust the forecast to reflect that knowledge.
This topic covers the following information.
■
"Editing a Forecast" on page 162
Editing a Forecast
To edit the call forecast:
1. From the Navigation pane, choose Forecasting > Edit Forecast. The Forecast
Maintenance pane appears (Figure 101).
Figure 101.
Forecast Maintenance: Initial view
2. Select a date and the CSQ for which you want to display the forecast.
You can choose one of the following methods to select the date and the CSQ:
■
162
Click
to display the calendar and the CSQs.
October 2007
Edit Forecast
Workforce Management displays a calendar and list of CSQs (Figure 102).
Figure 102.
October 2007
Context pane: CSQ tab
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Administrator User Guide
a. Select a date from the calendar. This is the forecast date that you
want to edit.
b. Select a CSQ from the list. This is the CSQ that you want to edit.
c. When finished, click
■
Figure 103.
to hide the calendar and CSQ list.
Select a CSQ from the CSQ field and use the arrow keys to select a date
from the toolbar (Figure 103).
Forecast Maintenance toolbar
CSQ field
Arrow keys
Workforce Management displays the selected forecast (Figure 104).
Figure 104.
164
Forecast Maintenance: After selecting date and CSQ
October 2007
Edit Forecast
3. Complete the fields.
Field Name
Description
Interval
Displays the schedule interval for the selected day.
Calls
Enter the number of calls forecasted to arrive during the interval.
This field only appears when you choose a CSQ with a CSQ Type of
Calls.
Received
Emails
Enter the number of email forecasted to arrive during the interval.
Deferred
Emails
Enter the number of deferred email forecasted to be processed
during the interval.
This field only appears when you choose a CSQ with a CSQ Type of
Email.
This field only appears when you choose a CSQ with a CSQ Type of
Email.
October 2007
SL%
Enter the service level percentage (SL%) goal for the schedule
interval. The service level identifies the percentage of calls for the
CSQ to be answered within the number of seconds specified by
the service level (SL) field.
SL
Enter the service level threshold number in seconds for the
scheduled period.
Service Level
Hours
Enter the number of hours in which email must be processed.
ATT
Enter the average talk time for answered calls during the
scheduled period. Talk time includes all time from the moment
the agent answers a call to the moment the agent ends the call.
This includes the time when the agent is actively talking to the
caller and the time when the agent places the caller on hold.
AWT
Enter the average wrapup time for calls during the scheduled
period. The time begins when the agent disconnects the call and
ends when the wrapup timer expires or the agent manually goes
into a ready or not ready state.
ASA
Displays the average speed of answer (ASA) for calls answered
during this period. The ASA is calculated as the sum of the queue
time for calls answered during the interval and divided by the
number of calls answered during the interval.
This field only appears when you choose a CSQ with a CSQ Type of
Email.
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Administrator User Guide
Field Name
Description
Agents
Forecasted Fixed
Enter the number of agents available during this schedule who
have a fixed work shift. See "Fixed Work Shift" on page 100 for
more information.
Agents
Scheduled
Displays the number of agents currently scheduled for this
interval.
Agent Gap
Displays the value for the following calculation: Agents scheduled
- Agents forecasted fixed.
Hour Gap
Displays gap in the service requirements. A negative value
indicates there are not enough agents to cover the service
requirements. A positive value indicates there are more agents
covering service requirements than required.
Occupancy
Ratio
Enter the ratio of the call handling time to login time.
Total
Enter the number of calls or email you expect to receive in the
Total field. WFM automatically completes the remaining fields
when you click outside the field.
NOTE: WFM might change the number you entered to correspond
with the calculation.
4. Apply an adjustment factor to a column by completing the following steps.
a. Choose a column from the list next to Apply.
b. Enter an adjustment number in the Adjustment Factor field.
For example, to increase the data in the column by 5%, enter 1.05. To
decrease the data in the column by 12%, enter .88.
c. Click Apply to modify the column data by the specified adjustment factor
d. Repeat steps a through c for each column you want to change.
The values are updated in applicable fields, including the fields under
Forecast Information. The Forecast Information fields are described
below.
166
Field Name
Description
Quality
Threshold
Ignore. This field always displays 0.
Adjustment
Factor
Displays the adjustment factor specified in Forecast Request.
This field only appears when you choose a CSQ with a CSQ Type of
Calls.
October 2007
Edit Forecast
Field Name
Description
Call Trend
Displays the year-to-year trend used in call forecast projections.
This field only appears when you choose a CSQ with a CSQ Type of
Calls.
Email Trend
Displays the year-to-year trend used in email forecast projections.
This field only appears when you choose a CSQ with a CSQ Type of
Email.
ATT Trend
Displays the year-to-year trend in average talk time.
AWT Trend
Displays the year-to-year trend in average wrapup time.
Starts Date
Displays the forecast’s start date.
Ends End
Displays the forecast’s end date.
5. If you chose a CSQ Type of Email, select how you want to handle email
received during business hours. Your options are:
■
Linearly — If you choose this option, Workforce Management divides all
emails received during business hours by the number of intervals in the
work shift to determine the number of emails handled during each
interval.
■
No Deferring — If you choose this option, agents must handle all email
received during business hours when they are received.
■
Non-Linearly — If you choose this option, Workforce Management
schedules the agents to handle by 50% of the emails received during the
first interval and divides number of emails handled for each remaining
interval by 50%, until the last interval. During the last interval, the agents
are expected to complete the remaining emails.
6. If you chose a CSQ Type of Email, select how you want to handle email
received after business hours. Your options are:
October 2007
■
Linearly — If you choose this option, Workforce Management divides all
emails received after business hours by the number of intervals in the
work shift to determine the number of emails handled during each
interval.
■
No Deferring — If you choose this option, agents must handle all email
emails received after business hours during the first interval of the next
day.
■
Non-Linearly — If you choose this option, Workforce Management
schedules the agents to handle by 50% of the emails received after
business hours during the first interval and divides number of emails
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Administrator User Guide
handled for each remaining interval by 50%, until the last interval. During
the last interval, the agents are expected to complete the remaining
emails.
7. When finished with data modifications, click Recalculate to change the data.
8. Click
168
(Save) to save your changes.
October 2007
Special Events
Special Events
A special event is a type of event that caused call volume to deviate from normal. In
Workforce Management, you can identify special events for a CSQ and let Workforce
Management adjust for the effect of the special event on the historical data for
forecasting.
This topic covers the following information.
■
"Special Event Impact" on page 169
■
"Creating a Special Event" on page 170
■
"Editing a Special Event" on page 171
■
"Deleting a Special Event" on page 172
Special Event Impact
You need to determine the impact of a special event.
When examining an historical special event, consider the following:
October 2007
■
Which CSQ does the special event effect? A special event is always related to
a CSQ.
■
What type of event is this special event? You can configure generic types of
special events with default values. Once you create a generic special event,
you can select it from a list of available special event types whenever you
need it.
■
When did the special event occur?
■
How many days after the special event did the call volume impact appear?
The impact of a power outage is immediate. The impact of a bill format
change happens after the postal service delivers the bills and the customers
open the mail.
■
How long did the call volume impact last in days? The impact of a power
outage might only last a day, if service is restored during that time. The impact
of a bill format change is likely to endure for a number of days, because
customers handle bills at different times.
■
What was the impact? What is the ratio of the call volume that occurred with
the special event divided by the call volume that would most likely occur in the
absence of the special event?
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Administrator User Guide
Creating a Special Event
To create a special event:
1. From the Navigation pane, choose Forecasting > Special Events. The Special
Event List appears (Figure 105).
Figure 105.
Special Event List
2. Click
to create a special event. The Event Definition tab on the Special
Event Details pane appears (Figure 106).
Figure 106.
Special Event Details: Event Definition tab
3. Complete the fields.
170
Field Name
Description
Event
Enter the name of the event you want to create.
October 2007
Special Events
Field Name
Description
Impact Delay
Enter the delay, in number of days, between the special event and
the impact. This field can be modified later in "Assigning a Special
Event" on page 173.
For example, the default impact delay for the type of event such
as a radio promotion would be 0, because as soon as the
broadcast starts, the calls start coming in. But for a mailed
promotion, from a publicity brochures mailing date (launch date)
to the time when your customers get it and start calling, the
default impact delay could be 2 days.
Impact
Duration
Enter the number of days you expect the impact on your contact
center will last. This field can be modified later in "Assigning a
Special Event" on page 173.
Impact Ratio
Enter the percentage factor for the actual call volume for the
event. Normal call volume is forecasted if the event did not occur.
If you expect the call volume to:
• Increase by 10%, enter 1.1.
• Increase by 25%, enter 1.25
• Decrease by 13%, enter 0.87.
This field can be modified later in "Assigning a Special Event" on
page 173.
The ratio is always calculated in the following way: Number of
calls received divided by the number of calls usually received.
4. Click
(Save) to save your changes.
Editing a Special Event
To edit a special event:
1. From the Special Event List (Figure 107), click an event name.
Figure 107.
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Special Event List
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Administrator User Guide
The Special Event Details pane appears (Figure 108).
Figure 108.
Special Event Details: Event Definition tab
2. Complete the fields. The fields are described in "Creating a Special Event" on
page 170.
3. Click
(Save) to save your changes.
Deleting a Special Event
To delete a special event:
1. To delete one or more special events from the Special Event List (Figure 109),
select the check box next to each special event and click
(Delete)
Figure 109.
Special Event List
To delete all special events, select the check box in the column heading and
(Delete).
click
The Workforce Management dialog appears.
2. Click OK to dismiss the dialog.
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October 2007
Assign Events
Assign Events
Use Assign Events under Forecasting to assign a special event, edit an assigned
special event or delete an assigned special event.
When assigning a special event, you must specify the following information:
■
The type of special event
■
The CSQ affected by the special event
A special event is always assigned to a CSQ.
■
The date on which the special event occurred
■
The delay, in number of days, between the special event and the impact
■
The duration, in number of days, of the impact
■
The extent of the impact in ratio format
■
Comments that describe the nature of the special event, if necessary
This topic covers the following information.
■
"Assigning a Special Event" on page 173
■
"Editing an Assigned Special Event" on page 175
■
"Deleting an Assigned Special Event" on page 177
Assigning a Special Event
To assign a special event:
1. From the Navigation pane, choose Forecasting > Assign Events. The Assigned
Special Events pane appears (Figure 110).
Figure 110.
October 2007
Assigned Special Events
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Administrator User Guide
2. Click
to assign a special event. The Assigned Event List appears
(Figure 111).
Figure 111.
Assigned Event List
3. Complete the fields.
174
Field Name
Description
Event
Select an event from the list.
Select CSQ
Select the CSQ or virtual CSQ to which the special event is to
apply.
Date
Enter the date when the event occurred.
Impact Delay
Enter the delay, in number of days, between the time special event
occurred and the time the impact was felt. The default value is the
value that you specified when you created the special event type.
See "Creating a Special Event" on page 170 for more information.
Impact
Duration
Enter the number of days you expect the impact on your contact
center will last. The default value is the value that you specified
when you created a special event. See "Creating a Special Event"
on page 170.
October 2007
Assign Events
Field Name
Description
Impact Ratio
Enter the percentage factor for the actual call volume for the
event. Normal call volume is forecasted if the event did not occur.
If you expect the call volume to:
• Increase by 10%, enter 1.1.
• Increase by 25%, enter 1.25
• Decrease by 13%, enter .87.
This field can be modified later in "Assigning a Special Event" on
page 173.
The ratio is always calculated in the following way: Number of
calls received divided by the number of calls usually received.
Comments
Enter comments that describe the nature of the special event, if
necessary.
4. Click
(Save) to save your changes.
Editing an Assigned Special Event
To edit an assigned special event:
1. From the Navigation pane, choose Forecasting > Assign Events. The Assigned
Special Events pane appears (Figure 112).
Figure 112.
October 2007
Assigned Special Events
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Administrator User Guide
2. Click the date of the event you want to edit. The Assigned Event List appears
(Figure 113).
Figure 113.
Assigned Event List
3. Apply changes to the assigned event.
4. Complete the fields. The fields are described in "Creating a Special Event" on
page 170.
5. Click
176
(Save) to save your changes.
October 2007
Assign Events
Deleting an Assigned Special Event
To delete an assigned special event:
1. To delete one or more assigned special events from the Assigned Special
Events pane, select the check box next to each assigned special event and
(Delete). The Assigned Special Events pane appears (Figure 112).
click
Figure 114.
Assigned Special Events
To delete all assigned special events, select the check box in the column
(Delete).
heading and click
The Workforce Management dialog appears.
2. Click OK to dismiss the dialog.
October 2007
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Administrator User Guide
Firm Dates
Use Firm Dates under Forecasting to associate a date for which you have historical call
data in Workforce Management with a target date in your forecast period. The forecast
generation process uses the call volume for the historical date as the projection for
the forecast day in the firm date mapping before applying a trend or adjustment
factor.
Firm Dates offer you a way to provide better historical input for holidays that fall on a
particular date and are not on the same day of the week from year to year.
If you do not have adequate historical call data in the Workforce Management
database to use Firm Date, you can alternatively run the forecast and edit the forecast
for the target date to reflect correct information. See "Edit Forecast" on page 162 for
more information.
This topic covers the following information.
■
"Creating and Editing a Firm Date Association" on page 178
■
"Deleting a Firm Date Association" on page 179
■
"Copying a Firm Date Association" on page 180
Creating and Editing a Firm Date Association
To create a firm date association:
1. From the Navigation pane, choose Forecasting > Firm Dates. The Firm Date
Association pane appears (Figure 115).
Figure 115.
178
Firm Date Association
October 2007
Firm Dates
2. Select a CSQ from the CSQ field on the toolbar (Figure 103).
Figure 116.
Firm Date Association toolbar
CSQ field
3. Enter a future date in the Target Date field.
This is the future date to which you want to associate with the reference date
(for example, the next New Year’s Eve).
4. Enter an historical date in the Reference Date field.
This is the date to which you want to associate the target date. For example,
the previous New Year’s Eve.
5. Click > to move the target and reference dates to the Associated Dates table.
6. Enter the name of this firm date association in the Description field. This field
is required.
7. Click
(Save) to save your changes.
Deleting a Firm Date Association
To delete a firm date association:
1. To delete one or more firm date associations From the Firm Date Association
pane (Figure 117), select the check box next to each firm date association
and click < to delete.
Figure 117.
Firm Date Association
To delete all firm date associations, select the check box in the header
(beside Target date) and click < to delete.
2. Click
October 2007
(Save) to save your changes.
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Administrator User Guide
Copying a Firm Date Association
To copy a firm date association:
1. From the Firm Date Association pane (Figure 118), select a CSQ from the CSQ
field on the toolbar. This will be the CSQ Workforce Management will copy the
firm date association from.
Figure 118.
Firm date Association
2. Click
to copy the selected firm date association to the clipboard.
Workforce Management displays the following message:
Copy done. Ready to paste.
3. Select a CSQ from the CSQ field on the toolbar. This will be the CSQ Workforce
Management will copy the firm date association to.
4. Click
to paste the firm date association.
Workforce Management displays the following message:
Paste done successfully.
5. Click
180
(Save) to save your changes.
October 2007
Closed Days
Closed Days
Use Closed Days under Forecasting to designate days in which the contact center will
not handle calls for the CSQ.
NOTE: Designating a closed day changes the forecast for that day to
zero calls. However, it does not affect any schedule already generated
for that day. If agents are scheduled for a closed day, they remain
scheduled for that day. See "Deleting a Work Shift" on page 110 for
more information.
You should establish a procedure that updates holidays and closed days at least once
a year.
This topic covers the following information.
■
"Entering Closed Days" on page 181
■
"Copying Closed Days" on page 182
Entering Closed Days
To enter closed days:
1. From the Navigation pane, choose Forecasting > Closed Days. The CSQ
Closed Days pane appears (Figure 119).
Figure 119.
CSQ closed days
Arrow keys
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CSQ field
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Administrator User Guide
2. Select a CSQ from the CSQ field on the toolbar.
3. Use the arrow keys to select a year.
4. Click a day in the calender that you want to close.
Workforce Management highlights the date to indicate it is closed.
Clicking the date again changes the status of the day to open.
5. Click
(Save) to save your changes.
Copying Closed Days
To copy closed days:
1. From the CSQ Closed Days pane (Figure 120), click
days to the clipboard.
to copy the closed
Workforce Management displays the following message:
Copy done. Ready to paste.
Figure 120.
CSQ Closed Days
CSQ field
2. Select a CSQ from the CSQ field on the toolbar. This will be the CSQ Workforce
Management will copy the closed days to.
3. Click
to paste.
Workforce Management displays the following message:
Paste done successfully.
4. Click
182
(Save) to save your changes.
October 2007
Managing Schedules
Introduction
Use Workforce Management to manage your agents' schedule. This chapter
explains how to:
October 2007
■
Generate schedules
■
Review and edit schedules
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Administrator User Guide
Schedule Request
Before you initiate a schedule request for a period, you must:
1. Create a call distribution for the CSQ.
2. Generate a forecast for the CSQ for the schedule period.
Workforce Management generates a schedule to meet forecast requirements. To
generate a schedule, you must specify the following information:
■
The CSQs or virtual CSQs for the forecast.
■
The start date for the schedule and the number of weeks for the schedule.
■
The date and time when Workforce Management runs the schedule,
NOTE: Running a schedule consumes server resources. Best practice
is to generate schedules during off peak hours.
■
Whether or not the Workforce Management automatically rotates work shifts.
See "Assigning Work Shifts" on page 120 for more information on work shift
rotations.
■
Whether or not the Workforce Management generates the schedule in 15
minute increments. By default, Workforce Management applies a scheduling
algorithm that divides each day into half hour increments.
This topic covers the following information.
■
"Closed Days and Fixed Work Shifts" on page 184
■
"Creating a Schedule" on page 185
■
"Editing a Schedule" on page 187
■
"Using the Schedule Viewer" on page 190
Closed Days and Fixed Work Shifts
When Workforce Management schedules an agent with a fixed work shift, it schedules
the agent for days, hours and arrival times exactly as specified in the work shift
configuration. It does not take into account a closed day for a CSQ. As a result, an
agent with a fixed work shift can be scheduled to work on a closed day when the
contact center is not taking any calls (for example, a mid-week holiday).
To prevent this situation, do the following:
1. From Exception Types under the Environment menu, create an exception type
to identify a closed day for which an agent with a fixed work shift might be
scheduled.
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Schedule Request
2. From Assign Exceptions under the Agents menu, assign the exception to the
agents with fixed work shifts that covers their available hours for that work
shift on the closed day.
Creating a Schedule
To create a schedule:
1. From the Navigation pane, choose Schedules > Schedule Request. The
Schedule Production Request pane appears (Figure 121).
Figure 121.
Schedule Production Request
2. Complete the fields.
Field Name
Description
Select CSQs
Select the CSQs for which you want to create a schedule.
Automated
Work Shift
Rotation
Select this check box to automatically rotate the assigned work
shifts for all agents from week to week. The first rotation will start
on the day specified in the Starting week of field.
This check box is selected by default. For best results, this check
box should remain selected.
NOTE: If you clear this box, you must manually rotate the work
shifts for each agent. See "Assigning Work Shifts" on page 120 for
more information.
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Field Name
Description
Interpolate
Forecasts to
15 Minutes
This check box is selected by default. Workforce Management
calculates the number of agents required based on previous and
following 15 minute intervals to create a requirements curve.
Start Date
Select a start date for this schedule. Workforce Management
displays the date for the next Monday or Sunday by default.
Number of
Weeks
Enter the number of weeks for this schedule. Workforce
Management display one week by default. You can enter up to 12
weeks of schedule production.
NOTE: Running a schedule consumes server resources. Specify
the minimum number of weeks necessary to satisfy scheduling
needs.
Execute
Request Date
Select the date (in the format selected in your preferences) and
time (HH:MM) when you want to run this schedule.
NOTE: Running a schedule consumes server resources. Best
practice is to generate this schedule during off peak hours.
3. Click
186
(Launch Request) to launch the distribution request.
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Edit Schedule
Edit Schedule
Use this feature to maintain the agents' schedule generated for a CSQ. You can also
use this feature to move an agent’s scheduled time from one CSQ to another, change
the meal or break time, or add or delete one or more exceptions. From this pane, you
can also access the agents' configuration information, the exceptions and the work
shifts.
Editing a Schedule
To edit a schedule:
1. From the Navigation pane, choose Schedules > Edit Schedule.
2. Select a date. See "Entering a Date from the Toolbar" on page 34 for more
information.
3. Select a CSQ or team. See the following topics for more information:
■
"Selecting a CSQ" on page 36
■
"Selecting a Team from the Context Pane" on page 38
Workforce Management displays the schedule information for the CSQ, team
or CSQ mapping for which you want to edit the schedule (Figure 122).
Figure 122.
Schedule Maintenance
NOTE: To hide the Navigation pane and expand the information
displayed pane, click next to Navigation.
4. Select a sort option from the Sort by list to change how agents are displayed.
Your sort options are Last Name, Sequence and Arrival Time.
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5. If the schedule is produced for a virtual CSQ that contains source CSQs
in the toolbar to convert schedule
located in different time zones, click
times to time zones associated with the CSQs. Click
again to display the
time zone associated with the virtual CSQ.
By default, the agents' scheduled times are the same as the CSQ on which
they are working.
6. To display the schedule for another day, click
next to the date in the
toolbar to go to the previous day or click
to go to the next day.
7. Click an agent’s last name or first name to display the agent’s activities in
detail for that day (Figure 123).
Figure 123.
Agent Schedule Detail
End Interval
Start Interval
8. Choose an interval using one of the following options.
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■
To choose multiple contiguous intervals, click the first interval and
shift-click the last interval you want from the list.
■
To choose multiple non-contiguous intervals, use the Ctrl key.
■
Choose a start interval and an end interval from the drop down list in the
Activity pane and click Interval Selection. WFM highlights the chose
intervals in the list.
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Edit Schedule
9. Choose an Activity that you want to apply to the selected intervals.
If you choose In Service, select a CSQ from the CSQ drop down list.
If you choose Exception, select an exception from the Exceptions drop down
list.
10. Choose one of the following options to indicate pay status for the chosen
activity: Paid, Unpaid or Overtime.
11. Choose whether the activity applies to the current day or the previous day.
12. Click
(Save) to save your changes.
Interpreting the Schedule Maintenance Pane
The following list describes how to interpret the Schedule Maintenance pane.
■
■
To view a tooltip that displays the type and length of the activity for an agent,
move your cursor over the item. By default, the colors in this pane are defined
as follows:
—
Dark grey indicates not available for scheduling
—
Light grey indicates available for scheduling, but not scheduled
—
Red indicates an exception
—
Green indicates in service
—
Pink indicates meal time
—
Yellow indicates on a break
To view a tooltip that displays the type an length of activity for Coverage of
requirements (bottom part of the pane), the information same applies.
Since the coverage of requirements is at 15 minute intervals and the
schedule display is in 30 minute intervals, the label is divided in two sections.
The first part represents the first 15 minutes and the second part the second
15 minutes. The number before the slash indicates the number of agents
scheduled; the number after the slash indicates the number of agents
forecasted. The color codes are defined as follows:
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—
Red indicates not enough agents are available during the 15 minute
interval.
—
Blue indicates a surplus of available agents during the 15 minute interval.
—
Green indicates the number of agents scheduled is equal to the number
of agents forecasted for the 15 minute interval.
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Schedule Viewer
Use this feature to view the schedules for agents in summary and detail.
Using the Schedule Viewer
To view a schedule:
1. From the Navigation pane, choose Schedules > Schedule Viewer.
2. Select a date. See "Entering a Date from the Toolbar" on page 34 for more
information.
3. Select a CSQ or team. See the following topics for more information:
■
"Selecting a CSQ" on page 36
■
"Selecting a Team from the Context Pane" on page 38
4. Click
again to remove the date and CSQ list from the pane. The Schedule
Viewer pane appears (Figure 124).
Figure 124.
Schedule Viewer
By default, the displayed schedule is sorted in ascending order by agent
name. Click Name to sort agents in descending order. You can also sort the
schedule by clicking First Name or a specific date to sort by arrival time.
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Schedule Viewer
If you click a day of the week (for example, Tuesday) the schedule for that day
is displayed (Figure 125).
Figure 125.
Schedule Viewer
5. Click
to return to the weekly schedule.
6. Click either the agent’s name or first name to display the selected agent’s
detailed configuration information.
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7. Click an agent’s start-end time under one of the day columns to display the
agent’s activities in detail. For example, clicking 09:00 - 17:20 for the second
agent on the list for Wednesday, the following details are displayed
(Figure 126).
Figure 126.
Schedule Viewer
8. Click
192
to return to the weekly schedule.
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Managing Intraday Functions
Introduction
Once a schedule is produced, you can use the Intraday administration to:
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■
Review schedules and set times for activities, such as meetings, training
and administrative activities, which take agents away from handling calls.
■
View a dashboard or reports with current performance measurements.
■
Review scheduled agent coverage for each CSQ.
■
Trade agent schedules by swapping one agent’s schedule for a day with
that of another agent’s schedule.
■
Review by agent adherence to schedule performance.
■
Receive and act on shift trades, open shift requests and exception
requests from agents in your team or teams.
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Post-Production Activities
Use this feature to see the positive or negative gaps in agents’ schedules between the
forecast requirements and agents schedule. A positive gap means the number of
agents scheduled exceeds the schedule requirements and a negative gap means
there are not enough agents to meet the schedule requirements. When there is a
positive gap, you can use that time to schedule exceptions (for example, activities like
meetings and training) for single or multiple agents.
Find the best time to schedule out-of-service activities (for example, meetings or
coaching) after the schedules are produced. For instance, you can find the time to
schedule a 30 minute meeting with 4 agents during current week when there is a
positive gap of 4 or more agents. If there is a negative gap, you need to find agents to
fill that gap in the schedule.
This topic covers the following information.
■
"Scheduling Post-Production Activities" on page 194
■
"Interpreting the Analysis" on page 196
■
"Selecting an Exception" on page 197
Scheduling Post-Production Activities
To schedule post-production activities:
1. From the Navigation pane, choose Intraday > Post-Production. The Select
Interval tab on the Post-Production Activity Planning pane appears
(Figure 127).
Figure 127.
Post-Production Activity Planning: Select an Interval tab
2. Select the CSQ for which you want to plan post-production activities from the
Define the Context drop down list in the toolbar.
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3. Complete the fields.
Field Name
Description
Start Date
Enter the start date for the planned activity. A schedule must
already exist for the targeted period.
End Date
Enter the end date for the planned activity.
Start Time
Enter the start time for the planned activity.
End Time
Enter the end time for the planned activity.
Exception
Length
Enter the duration of the exception in minutes. The duration of the
exception covers a number of consecutive periods. For example,
you can search for a 30 minute time slot for the planned activity
with 4 agents between Monday and Friday, during the 08:00 to
14:00 time slot.
Number of
Agents
Enter the number of agents to whom you want to assign the
activity.
NOTE: If the value in this field is 0, Workforce Management
displays the maximum number of agents who can be available for
this planned activity without affecting the coverage requirements.
4. Click Analyze to display the best period to apply the activity. The Analysis
Results table appears (Figure 128).
Figure 128.
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Post-Production Activity Planning: Analysis Results table
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The following table describes the columns in the Analysis results table.
Field Name
Description
Date
Displays the date at the beginning of the schedule interval.
Start
Displays the time at the beginning of the schedule interval.
End
Displays the time at the end of the schedule interval.
Forecast
Displays the number of agents required for the schedule interval.
Scheduled
Displays the number of agents scheduled for this schedule
interval.
Gap
Displays the number of agents scheduled minus the number of
forecasted agents.
Ratio
The percentage of the coverage during the interval. The value is
expressed in decimal format.
For example, if you plan a one hour meeting that contains four 15
minute intervals and you are overstaffed for three of these
intervals and short staffed for one of these intervals, you are
covered for 75% (.75) of the meeting.
Service Level
Displays the forecasted percentage of calls answered within the
service time limit goal for the CSQ for the schedule interval, based
on the scheduled staffing level.
Interpreting the Analysis
To determine the least disruptive time for a planned activity, look at the Gap column in
in the Analysis Results table. The Gap column shows the number of agents available
for the planned activity without affecting the coverage requirements.
When the Gap column displays a positive number, it indicates the requirements are
covered. A gap is the difference between the number of scheduled agents and the
number of agents entered in the Number of agents field.
To sort the data in column under Analysis results, click the column header. If you want
to view the data in graph form, click next to a column header.
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Post-Production Activities
Selecting an Exception
To select an exception
1. From the Post-Production Activity Planning Analysis results pane (Figure 129),
click the time in the Start column of the Analysis results table.
Figure 129.
Post-Production Activity Planning: Analysis Results table
The Select an Exception tab on the Post-Production Activity Planning pane
appears.
2. Click the Select an Exception tab (Figure 130).
Figure 130.
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Post-Production Activity Planning: Select an Exception tab
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3. To view a list of agents, select one of the following methods:
■
Filter by team
■
Filter by CSQ mapping
■
All (below the agent list)
4. Choose the agents to whom you want to assign the exception. To choose
multiple agents, use the Ctrl key.
5. Click Validate to ensure the selected agents are scheduled for the selected
CSQ mapping for that day.
NOTE: If you select agents who are not scheduled on that day or on
that CSQ, they will appear in the table at the bottom of the pane.
6. Select an exception to assign to the agents from Select an Exception list.
7. Click Schedule an exception to assign the exception to the selected agents.
Workforce Management adds the exception to the schedule.
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Dashboard
Dashboard
Use the dashboard to review current call and agent statistics in graphical and tabular
form. You can configure the dashboard. You can customize the dashboard to display
your preferences. For more information on customizing the dashboard, see
"Customizing a Dashboard" on page 28.
This topic covers the following information.
■
"Numerical Display Options" on page 199
■
"Graphical Display Options" on page 200
■
"Statistical Display Options" on page 201
■
"Using the Dashboard" on page 204
Numerical Display Options
A dashboard can contain the following numerical display information:
Field Name
Description
Total Calls
Forecasted
Displays the number of calls forecasted for the selected CSQ on
the selected day.
Total Calls
Projected
Displays the number of calls projected based on the current trend,
for the selected CSQ on the selected day, using the following
formula:
(number of calls forecasted for this day) X ((Sum of calls
abandoned while in queue and answered since
midnight)/(number of calls forecast to arrive for intervals since
midnight through the last interval for which actual data exists))
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Current Calls
Forecasted
Displays the number of calls forecasted for the selected CSQ on
the selected day from midnight to the last interval for which real
data exists.
Current Calls
Answered
Displays the number of calls that agents answered for the CSQ
from midnight to the last interval for which real data exists.
Current Calls
Actual
Displays the total number of calls for which callers hung up while
waiting in queue plus the number of calls answered by agents for
the CSQ from midnight to the last interval for which real data
exists.
Service Level
Forecasted
Displays the forecasted number of calls answered within the
service level threshold time for the CSQ from midnight to the last
interval for which real data exists.
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Field Name
Description
Service Level
Actual
Displays the number of calls answered within the service level
threshold time, by the CSQ from midnight to the last interval for
which real data exists, using the following formula:
(number of calls abandoned in queue before the service level
threshold + number of calls answered within the service level
threshold)/(number of calls abandoned while in queue + number
of calls answered)
Occupancy
Ratio
Forecasted
Displays the forecasted amount of time an agent spends
answering calls from the moment the agent answers the call to
the moment an agent disconnects from the call using the
following formula:
(forecasted talk time + forecasted work time)/(forecasted login
time)
Occupancy
Ratio Actual
Displays the actual amount of time an agent spends answering
calls using the following formula:
(logged in time - ready time)/(logged in time)
ASA
Forecasted
Displays the forecasted average speed of answer. This is the
forecasted average queue time.
ASA Actual
Displays the actual average speed of answer using the following
formula:
(queue time for calls answered by agents)/(number of calls
answered by agents)
Graphical Display Options
The following table describes the graphical display options for the dashboard. Each
graph displays its information by specified intervals from the following perspectives:
200
■
Forecasted — Displays the forecasted value for the CSQ yields.
■
Projected — Displays the projected value for the CSQ yields based on the
current trend.
■
Actual — Displays the actual results.
Field Name
Description
Calls
Displays the forecasted number of calls for each schedule
interval.
Agents
Displays the forecasted number of agents for each schedule
interval.
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Dashboard
Field Name
Description
Service Level
Displays the service level for each schedule interval.
Occupancy
Ratio
Displays the forecasted amount of time an agent spends
answering calls using the following formula:
(logged in time - ready time)/(logged in time)
Average
Speed of
Answer
Displays the forecasted average speed of answer. This is the
forecasted average queue time.
Real Call Talk
Time
Displays the actual time it took to handle a call.
Statistical Display Options
The following table describes the statistical display options for the dashboard. All
fields apply to the CSQ for the specified interval:
Field Name
Description
Where Used
Interval
Displays the start time for a specific
interval.
All options
Coeff
Displays the ratio applied to Call
column. The value is expressed in
decimal format.
View: All Data
Target %
Displays the target service level
percentage of calls for the to CSQ
answer within the time specified by the
service level threshold target seconds
(Target Se).
Results X CSQ: Agents
Results X CSQ: Calls
View: All Data
View: Agents
Target Sec
Displays the number of seconds for the
service level threshold target.
View: All Data
View: Agents
Calls Forec
Displays the forecasted number of calls
for the CSQ.
Results X CSQ: Calls
View: All Data
View: Calls
Calls Real
Displays the total number of calls using
the following formula:
View: All Data
View: Calls
calls answered + calls abandoned by
caller while in queue
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Administrator User Guide
Field Name
Description
Where Used
Calls Proj
Displays the total number of calls
expected based on the current trend of
real calls. This is a trend calculation
based on the actual number of calls
and the forecasted number of calls.
Results X CSQ: Agents
View: All Data
View: Agents
Agents Forec
Displays the forecasted number of
agents required.
Results X CSQ: Agents
View: All Data
View: Agents
Agents Real
Displays the actual number of full-time
equivalent agents using the following
formula:
Results X CSQ: Agents
View: All Data
View: Agents
(agent login time) / 1800
Agents Proj
Displays the number of agents required
based on the current trend of real calls.
This is a trend calculation based on the
actual number of agents and the
forecasted number of agents.
Results X CSQ: Agents
View: All Data
View: Agents
Agents Sched
Displays the number of agents
scheduled.
Results X CSQ: Agents
View: All Data
View: Agents
ASA Forec
Displays the forecasted average speed
of answer. This is the forecasted
average queue time.
View: All Data
View: ASA
ASA Actual
Displays the actual average speed of
answer using the following formula:
Results X CSQ: Agents
View: All Data
View: ASA
(queue time for calls answered by
agents)/(number of calls answered by
agents)
ATT Forec
Displays the average talk time per call
used in generating the forecast.
View: All Data
View: ATT
ATT Actual
Displays the actual average talk time
per call using the following formula:
View: All Data
View: ATT
(talk time for calls answered) / (number
of calls answered)
Talk time starts from the moment the
agent answers the call to the moment
an agent disconnects from the call.
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Dashboard
Field Name
Description
Where Used
Occ Forec
Displays the forecasted occupancy for
the interval using the following formula:
Results X CSQ: Agents
View: All Data
View: Occupancy
(forecasted talk time + forecasted work
time) / (forecasted login time)
Talk time starts from the moment the
agent answers the call to the moment
an agent disconnects from the call.
ACW Forec
Displays the forecasted average work
time per call used in generating the
forecast.
Results X CSQ: Agents
View: All Data
View: Calls
ACW Actual
Displays the actual average work time
per call using the following formula:
Results X CSQ: Agents
View: All Data
View: Calls
(work time for the calls answered) /
(number of calls answered)
Abandon Real
Displays the number of calls where the
caller disconnected while in queue.
Ringing time is included in queue time.
Results X CSQ: Calls
View: All Data
Calls Handled
Displays the number of calls answered
by an agent.
Results X CSQ: Calls
View: All Data
Time in
Service
Displays the total login time.
View: All Data
SL Real
Displays the actual service level using
the following formula:
Results X CSQ: Calls
View: All Data
View: Calls
(calls abandoned in queue before the
service level threshold + calls answered
within the service level threshold) /
(calls abandoned in queue + calls
answered)
Waiting TIme
Displays the total time in the ready
state.
View: All Data
Calls
Answered %
Displays the percentage of calls
answered using the following formula:
Results X CSQ: Calls
View: All Data
View: Calls
(number of calls answered) / (number
of calls answered + number of calls
where the caller disconnected while in
queue)
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Administrator User Guide
Field Name
Description
Where Used
Occ Actual
Displays the actual occupancy for the
interval using the following formula:
Results X CSQ: Calls
View: All Data
View: Occupancy
(logged in time - ready time) / (logged in
time)
Precision %
Displays how precise the forecast was
when compared to the actual call
volume. The formula used to determine
precision is:
View: All Data
(forecasted call volume) / (actual call
volume)
Gap in Service
X Projected
Displays the number of agents in
service minus the number of projected
agents.
Results X CSQ: Calls
View: All Data
View: Agents
Gap
Forecasted X
Projected
Displays the number of agents
forecasted minus the number of
projected agents.
Results X CSQ: Calls
View: All Data
View: Agents
Gap
Scheduled X
Projected
Displays the number of agents
scheduled minus the number of
projected agents.
Results X CSQ: Calls
View: All Data
View: Agents
SL FC
Displays the forecast service level
percentage.
View: All Data
View: Service Level
Using the Dashboard
To use the dashboard:
1. From the Navigation pane, choose Intraday > Dashboard.
2. Select a date. See "Entering a Date from the Toolbar" on page 34 for more
information.
3. Select a CSQ. See "Selecting a CSQ" on page 36 for more information.
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Dashboard
The Supervisor Dashboard pane displays the selected information
(Figure 131).
Figure 131.
Supervisor Dashboard
The data that appear in this pane are based on your preferences. If you want
to change this configuration, click Preferences.
Use the following mouse actions to display more information.
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■
To hide the Navigation pane and expand the information displayed pane, click
next to Navigation.
■
To sort the data in a column, click the column header.
■
To display a graph associated with a column header, click next to the
column head. The selected data column appears presented in graph form.
■
To display data for another CSQ or another date, you may use the CSQ and
date scrolling lists (top of the pane) or click
.
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Supervisor
The supervisor dashboard allows you to view all available tabular reports. For more
information on the fields displayed in the tabular reports, see "Using the Dashboard"
on page 204.
This topic covers the following information.
■
"Using the Supervisor Dashboard" on page 206
Using the Supervisor Dashboard
To use the supervisor dashboard:
1. From the Navigation pane, choose Intraday > Supervisor.
2. Select a date. See "Entering a Date from the Toolbar" on page 34 for more
information.
3. Select a CSQ. See "Selecting a CSQ" on page 36 for more information.
4. Select a data view from the list and click Get Report: Full.
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Supervisor
The Supervisor dashboard displays the selected information (Figure 132).
Figure 132.
Supervisor
5. Click
to remove the CSQ list from the pane.
6. Choose the data view you want to display and click Get report.
Use the following mouse actions to display more information.
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■
To hide the Navigation pane and expand the information displayed pane, click
next to Navigation.
■
Sort the data in a column, click the column header.
■
Display a graph associated with a column header, click next to the column
head. The selected data column appears presented in graph form.
■
Display data for another CSQ or another date, you may use the CSQ and date
scrolling lists (top of the pane) or click
.
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Coverage
You can use this feature to view the coverage requirements and the service level in 15
minute increments.
This topic covers the following information.
■
"Interval Display Options" on page 208
■
"Viewing Coverage Requirements" on page 209
Interval Display Options
The interval table displays the following information:
208
Field Name
Description
Interval
Displays the start time for a schedule interval.
Forecasted
Agents
Displays the forecasted number of agents for each schedule
interval.
Scheduled
Agents
Displays the number of agents scheduled.
Agents Gap
Displays the number of agents scheduled minus the number of
forecasted agents.
Service Level
Displays the expected percentage of calls answered within the
service time limit goal for the CSQ for the schedule interval based,
on the scheduled staffing level and forecasted call volume.
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Coverage
Viewing Coverage Requirements
To view coverage requirements:
1. From the Navigation pane, choose Intraday > Coverage. The Coverage of
Requirements pane appears (Figure 133).
Figure 133.
Coverage of Requirements
2. Select one or multiple CSQs for which you want to display the coverage of
requirements.
3. Select the date for which you want to display the coverage of requirements.
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Administrator User Guide
4. Click Calculate Coverage to display the coverage requirements for the
selected CSQs for that date (Figure 134).
Figure 134.
Coverage of Requirements: calculated
The second, third and fourth columns represent the coverage of
requirements, being: the number of agents forecasted, the number of agents
scheduled and the gap between the two. The colors indicate the following
conditions:
■
Yellow indicates no gap.
■
Red indicates a shortage of agents.
■
Blue indicates too many agents are scheduled.
The last column displays the anticipated service level.
■
Blue indicates the service level is greater than expected.
■
Green indicates the service level is equal to the service level objective.
■
Dark red indicates the service level is less than the service level objective.
■
Red indicates the service level is less than the service level objective but
over the anticipated average.
5. To display the coverage of requirements for another CSQ and/or another
date, repeat the previous two steps.
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Schedule Trade
Schedule Trade
This function allows the user to perform the following types of transactions:
■
A schedule trade between agents for the same date
■
A schedule trade between agents for two different days
■
Copy one or more periods from an agent’s schedule to another agent’s
schedule.
This topic covers the following information.
■
"Trading Schedules" on page 211
Trading Schedules
To trade schedules:
1. From the Navigation pane, choose Intraday > Schedule Trade. The Schedule
Trade pane appears (Figure 135).
Figure 135.
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Schedule Trade
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Administrator User Guide
2. Choose the schedule trade type you want to use. Your options are:
■
Schedule Trade (Same Day) — Swap a day between agents. You can swap
one or more consecutive days as long as you specify the same dates.
Essentially, you are swapping the same days between agents. For
example, you swap a schedule for one agent that works Monday morning
with another agent who works Monday afternoon.
■
Schedule Trade (Different Days) — Swap a day off or holiday between
agents. You can swap one or more consecutive days off or holidays as
long as you specify different dates. Essentially, you are swapping one set
of dates with a different set of dates. For example, you swap an agent’s
day off that occurs on a Monday with another agent’s day off that occurs
on a Friday.
■
Copy Selected Intervals — Copy intervals in an agent’s work shift for a
specified day to one or more agent’s work shifts for one or more specified
days.
3. To view a list of source agents, select one of the following filtering methods:
■
Filter by Team
■
Filter by CSQ Mapping
■
All
4. Select the source agent from the Source Agent list.
A source agent is a person who wants to trade a schedule.
5. Select a date.
■
If you chose Schedule Trade (Same Day) or Schedule Trade (Different
Days), select a date in the Start Date and End Date fields. See "Entering a
Date in a Field" on page 33.
■
If you Copy Selected Intervals, select a date in the Start Date field.
6. Click Get Schedule for the source agent.The schedule for the source agent
appears.
7. If you chose Copy Selected Intervals, select the intervals in the source agent’s
schedule you want to copy to the destination agent’s schedule.
8. To view a list of destination agents, select one of the following filtering
methods:
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■
Filter by Team
■
Filter by CSQ Mapping
■
All
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Schedule Trade
9. Select the destination agent.
■
If you chose Schedule Trade (Same Day) or Schedule Trade (Different
Days), select one agent from the Destination Agent list.
■
If you chose Copy Selected Intervals, select one or more agents from the
Destination Agent list.
A destination agent is a person who accepts the trade.
10. Select a date in the Start Date and End Date fields. See "Entering a Date in a
Field" on page 33.
11. Click Get Schedule for the destination agent. The schedule for the destination
agent appears.
12. If you are trading a schedule, click
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to finish this trade or copy.
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Adherence
You can use this feature to view schedule adherence and agent conformity by real
time and past historical adherence. You can view schedule adherence by team, by
CSQ mapping, and by CSQ.
This topic covers the following information.
■
"Adherence Display Options" on page 214
■
"Adherence and Conformity" on page 216
■
"Monitoring Schedule Adherence" on page 217
Adherence Display Options
The Adherence table displays the following information:
Field Name
Description
Click this icon to refresh the screen immediately.
Refresh Count
Down
Enter the number of seconds in the Refresh Count Down field and
click
to start the timer (see Figure 136).
Workforce Management refreshes the pane when the number of
seconds elapse. You can stop the timer at any time by clicking
.
Figure 136.
Refresh
Refresh Count Down
214
Phone ID
Displays the agent’s phone number.
Last Name
Displays the agent’s last name.
First Name
Displays the agent’s first name.
NR
Displays whether or not the agent is in a not ready state.
RE
Displays whether or not the agent is in a ready state.
TK
Displays whether or not the agent is in a talk state.
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Adherence
Field Name
Description
OH
Displays whether or not the agent is in an on hold state.
WK
Displays whether or not the agent is in a working state.
LO
Displays whether or not the agent is in a logged out state.
Scheduled
Activity
Displays the state the agent should be in. Possible activities are:
• In service — Displays the hours in which an agent is scheduled
to be logged in and ready to handle calls.
• Outside hours — A period scheduled when the call center for
the CSQ is closed and the agents are not taking calls for the
CSQ.
• Available — A period when the agent is not scheduled, but the
agent’s work shift allows the agent to be scheduled.
• Break — A scheduled period when the agent is not handling
calls because of a work condition activity.
• Lunch — A scheduled period when the agent is not handling
calls because of a work condition activity.
• Exception — A scheduled period when the agent is not
handling calls because of an exception.
• Not available — A period when the agent is not scheduled for
the CSQ and the agent’s work shift does not allow the agent to
be scheduled.
• N/S — A period when the agent is not scheduled to work.
Adherence
Displays the agent’s current adherence to the schedule.
In the Adherence column, the
adhering to the schedule. The
adhering to the schedule.
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icon indicates the agent is
icon indicates the agent is not
Scheduled
Arrival
Displays the time when the agent is forecasted to start work. Click
a scheduled arrival time to display schedule details.
Actual Arrival
Displays the time when the agent actually starts working.
Break Begin
Displays the schedule time when the agent’s break begins.
Break End
Displays the scheduled time when the agent’s break ends.
Scheduled
Departure
Displays the scheduled time when the agent is forecasted to end
work.
Actual
Departure
Displays the time when the agent actually ends work.
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Field Name
Description
% SA
Displays the schedule adherence (SA) percentage for the agent.
The formula for this percentage is:
((total minutes scheduled - the actual time spent in an
non-adherent state) / (total minutes scheduled)) * 100
% SC
Displays the schedule conformity (SC) percentage for the agent.
The formula for this percentage is:
((minutes in the ready state + total minutes handling calls) /
(minutes scheduled to be in service)) * 100.
Minutes in service includes breaks and lunch; minutes worked
does not.
Adherence and Conformity
When determining schedule adherence and conformity, the only time that matters is
the time between the scheduled arrival and departure times. If the agent is logged in
outside of the scheduled arrival and departure times, that additional time does not
effect the adherence or conformity calculation.
Schedule adherence is calculated based on the following formula:
(Total time when the agent was either ready, reserved for a call or handling a call and
was scheduled to be in service for call handling) + (Total time when the agent was
either not ready or not logged in and was not scheduled to be in service) / (Agent’s
total schedule time)
Schedule conformity is calculated based on the following formula:
((Total time when the agent was either ready, reserved for a call or handling a call)) /
(Agent’s total schedule time)
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Adherence
Monitoring Schedule Adherence
To monitor schedule adherence:
1. From the Navigation pane, choose Intraday > Adherence. The Adherence pane
appears and displays today's date by default (Figure 137).
Figure 137.
Adherence
2. Select a date. See "Entering a Date from the Toolbar" on page 34 for more
information.
■
To see real-time adherence, choose the current date.
■
To see historical adherence, choose a previous date.
3. Select a CSQ, team, or CSQ mapping. See the following topics for more
information:
■
"Selecting a CSQ" on page 36
■
"Selecting a Team from the Context Pane" on page 38
■
"Selecting a CSQ Mapping from the Context Pane" on page 39
Workforce Management displays the adherence information for the CSQ,
team or CSQ mapping for which you want to edit the adherence (Figure 138).
Figure 138.
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Adherence
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Use the following mouse actions to display more information.
■
To hide the Navigation pane and expand the information displayed pane,
click next to Navigation.
■
To refresh the information in the Adherence pane, choose one of the
following options:
—
Click
at the top of the pane to refresh the screen immediately.
—
Enter the number of seconds in the Refresh Count Down field and
click
to start the timer (see Figure 139).
Workforce Management refreshes the pane when the number of seconds
.
elapse. You can stop the timer at any time by clicking
Figure 139.
Refresh
Refresh Count Down
■
218
To start the automatic refresh timer, click
automatic pane refresh timer, click
.
, the timer starts. To stop the
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Adherence
The delay time entered by default comes from the application
configuration entered by the administrator, you can however change this
time entry.
■
To display agent configuration information, click either the last name or
first name of the agent. Click
(Back) to return to the Adherence pane.
■
To determine the agent’s current activity, look at the Schedule Activity
column. It displays the agent’s current scheduled activity. Possible
activities are:
■
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—
In service — Displays the hours in which an agent is scheduled to be
logged in and ready to handle calls.
—
Outside hours — A period scheduled when the call center for the CSQ
is closed and the agents are not taking calls for the CSQ.
—
Available — A period when the agent is not scheduled, but the agent’s
work shift allows the agent to be scheduled.
—
Break — A scheduled period when the agent is not handling calls
because of a work condition activity.
—
Lunch — A scheduled period when the agent is not handling calls
because of a work condition activity.
—
Exception — A scheduled period when the agent is not handling calls
because of an exception.
—
Not available — A period when the agent is not scheduled for the CSQ
and the agent’s work shift does not allow the agent to be scheduled.
—
N/S — A period when the agent is not scheduled to work.
To convert schedule times to time zones associated with the CSQs, click
(Not Adjusted Time) Click
(Adjusted Time) to display the time zone
associated with the virtual CSQ.
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By default, the agents' scheduled times are the same as the CSQ on
which they are working. You can toggle between the two by clicking on
■
Figure 140.
■
Figure 141.
.
To display schedule details, click a time in the Scheduled Arrival column.
The Schedule details pane appears (Figure 140). Click
(Back) to
return to the Adherence pane.
Schedule details
To display the Adherence report for a specific agent, click a percentage in
the %SA (Schedule Adherence) column.The Adherence Report for the
selected agent pane appears (Figure 141). Click
(Back) to return to
the Adherence pane.
Adherence report
The Adherence report shows how well schedule adherence was
maintained since the start of the day.
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Adherence
The fields are described below.
Field Name
Description
Minutes
Scheduled
Displays the number of minutes the agent was scheduled.
Minutes in
Service
Displays the number of minutes the agent was scheduled to be in
service and available to handle calls. In service is a state where
you are either ready to handle a call or handling a call.
Minutes
Worked
Displays the actual number of minutes the agent was ready or
handling calls.
Minutes NA
Displays the number of minutes the agent was not available.
%SA
Displays the schedule adherence (SA) percentage for the agent.
Schedule adherence is calculated based on the following formula:
((total minutes scheduled - the actual time spent in an
non-adherent state) / (total minutes scheduled)) * 100
In our example above: ((81 - 75) / 81) * 100) = 7.4. See
"Adherence and Conformity" on page 216.
%SC
Displays the schedule conformity (SC) percentage for the agent.
Schedule conformity is calculated based on the following formula:
(Total time when the agent was either ready, reserved for a call or
handling a call) / (Agent’s total schedule time)
Differentials
Displays the number of minutes not adhering. This number is
always displayed under the beginning of the activity.
In
Displays when the agent started the activity.
Out
Displays when the agent finished the activity.
Type
Displays the type of activity.
The possible types are:
• LO — Logged out
• NR — Not ready
• WT — Ready
• BU — Busy
• IC — In call
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Administrator User Guide
Field Name
Description
Length
Displays the number of minutes in which the agent spent on the
activity.
The total number of minutes in the Length column is equal to the
total in the Differentials field.
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Inbox
Inbox
You can use this feature to approve schedule trades between agents and exception
requests.
This topic covers the following information.
■
"Accessing Your Inbox" on page 223
■
"Approving Exception Requests" on page 224
■
"Approving Schedule Trade Requests" on page 226
Accessing Your Inbox
To access your Inbox:
1. From the Navigation pane, choose Intraday > Inbox. The Inbox List appears
(Figure 142).
Figure 142.
Inbox List
The fields in this list are described in the following table.
Field Name
Description
!
Displays an icon and a number that has a specific meaning
related to the status of the message. The icons and numbers are
described as follows.
•
•
+ 1 — A request is in process and requires you to perform
an action.
+ 2 — A request is in process. No action is required.
• Blank + 3 — A request was rejected or closed.
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From
Displays the name of the person who sent the request. If you click
the name, a brief agent configuration information is displayed.
Request Type
Displays the type of request such as, Exception request or Work
Shift Grab. If you are authorized to approve exception requests
and schedule trades between agents, see "Approving Exception
Requests" on page 224 and "Approving Schedule Trade
Requests" on page 226 for more information.
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Administrator User Guide
Field Name
Description
Status
Displays the status of the request.
Received
Displays the date and time when the message was received or
created.
Expiration
Date
Displays the expiration date.
Actions
Displays the actions you can perform when you receive a
schedule offer or request to trade. To perform an action:
• Click
(Edit) to edit an existing request.
• Click
(Delete) to delete the request.
NOTE: You can only perform these actions if you initiated the
request.
Approving Exception Requests
To approve exception requests:
1. From the Navigation pane, choose Intraday > Inbox. The Inbox List appears
(Figure 143).
Figure 143.
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Inbox List
October 2007
Inbox
2. Click Exception Request in the Request Type column that corresponds to the
request you want to approve. The Request Details pane appears (Figure 144).
Figure 144.
Request Details
3. Link the agent’s exception request to an actual exception by clicking the
exception from the Please Select an Exception list.
4. You may also include a comment with your approval or refusal.
5. Click Approve to assign the exception or Deny to refuse the exception. In both
cases, the agent will receive the approved or denied message in the agent’s
Inbox. If the exception is approved, it will automatically be assigned to the
agent in the exception file (see "Managing Exceptions" on page 126) and in
the agent’s schedule when generated.
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Approving Schedule Trade Requests
To approve schedule trade requests:
1. From the Navigation pane, choose Intraday > Inbox. The Inbox List appears
(Figure 145).
Figure 145.
Inbox List
2. Click Work Shift Grab in the Request Type column that corresponds to the
request you want to approve. The Request Details pane appears (Figure 146).
Figure 146.
Request Details
3. Click Analyze to view the two schedules.
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Inbox
4. The analyze details appear in the Request Details pane (Figure 147).
Figure 147.
Request Details
5. If necessary, include a comment with your approval or refusal.
6. Click Approve to accept the schedule trade or Deny to refuse the trade. In
both cases, the agents receives the approved or denied message in their
Inbox. If the schedule trade is approved, Workforce Management
automatically trades the schedule for both agents (see "Edit Schedule" on
page 187).
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Managing Reports
Introduction
This chapter describes how to generate reports for:
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■
Agent productivity — This report displays performance metrics by agent.
■
Team productivity — This report displays agent performance metrics for an
entire team.
■
Agent report card — This report compares performance metrics on
productivity from Unified CCX, adherence to schedule from Workforce
Management and quality scores from Quality Management against
objectives.
■
Schedule report — This report displays schedules by interval, day or week.
You can also use it to generate individual schedules.
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Agent Productivity
This topic covers the following information.
■
"Column Headers for Agent and Team Productivity Reports" on page 230
■
"Generating an Agent Productivity Report" on page 231
Column Headers for Agent and Team Productivity
Reports
The column headers for agent or team productivity report are described in the
following table. If the Where Used column in the following table does not mention
agent or team, the column header appears in both agent and team productivity
reports. The call information applies to Unified CCX routed calls during the interval.
Field Name
Description
Where Used
Calls Handled
Displays the number of calls answered
by an agent.
All agent and team
productivity reports
Calls Inbound
Displays the number of inbound calls
answered by an agent.
Daily results
Number of incoming calls
Calls
Outbound
Displays the number of outbound calls
initiated by the agent.
Daily results
Number of outgoing calls
Calls
Transferred
Displays the number of calls that
agents answered and then transferred
to another agent.
Daily results
Number of transferred calls
CSQ
Displays the agents’ logged in time.
Daily results
Team daily summary
Team daily summary by agent
Hours not
Ready
Displays the time spent in the Ready
state.
Daily results
Team daily summary
Team daily summary by agent
Calls x Hour
not Counting
Wait Time
Displays the number of calls per hour,
excluding wait time. The formula used
to determine this value is:
Daily results
Team daily summary by agent
(number of calls answered) / (logged in
time - ready state time)
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Agent Productivity
Field Name
Description
Where Used
Calls x Hour
Counting Wait
Time
Displays the number of calls per hour,
including wait time. The formula used
to determine this value is:
Daily results
Average number of handled
calls X hour
Team daily summary
Team daily summary by agent
(number of calls answered) / (logged in
time)
Calls x Hour
Capacity
Displays the maximum number of calls
that can be handled in an hour. The
formula used to determine this value is:
Daily results
Team daily summary by agent
3600 / (average handle time per call
for calls answered)
Average Talk
Time
Displays the average amount of time an
agent spends talking to a customer.
The formula used to determine this
value is:
Total call handling time
(talk time for calls answered) / (number
of calls answered)
Talk time starts the moment the agent
answers the call and ends the moment
an agent disconnects from the call
Total in
Service (Same
as Service
Time)
Displays the logged in time.
Total hours in service
Total time in
session
Displays the logged in time.
Total time in session
Total Talk
Time
Displays the total talk time. Talk time
starts the moment the agent answers
the call and ends the moment an agent
disconnects from the call
Total talk time
Total Waiting
(Time)
Ready state time
Total time waiting
Generating an Agent Productivity Report
Use this feature to generate an agent productivity report. You can display or print a
productivity report. You can also export a productivity report. Workforce Management
provides twenty-six reports (for example, daily results and average talk time).
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Administrator User Guide
To generate an agent productivity report:
1. From the Navigation pane, choose Reports > Agent Productivity. The Agent
Productivity window appears (Figure 148).
Figure 148.
Agent Productivity Reports
2. Enter the start date for the productivity report.
3. Enter the end date for the productivity report.
4. To view a list of agents, select one of the following methods:
■
Filter by Team
■
Filter by CSQ Mapping
5. Select the agent for whom you want to generate the selected productivity
report.
6. Select the interval that you want Workforce Management to use when
generating the report. Your options are:
■
Per Day
■
Per Week
■
Per Month
■
Per Year
7. Select the report type you want to generate.
8. Click Get Report to display the report.
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Agent Productivity
Figure 149 displays an example of a productivity report.
Figure 149.
Agent Productivity Report sample
The generated reports are displayed in the report viewer of your browser
where they can be exported and printed.
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Administrator User Guide
Team Productivity
The column headers for the team productivity report are described in "Column
Headers for Agent and Team Productivity Reports" on page 230.
This topic covers the following information.
■
"Generating Productivity Reports by Teams" on page 234
Generating Productivity Reports by Teams
Use this feature to generate productivity reports. You can display or print a productivity
report.You can also export a productivity report. Workforce Management provides
twenty-six reports (for example, daily results and average talk time).
To generate productivity reports by team:
1. From the Navigation pane, choose Reports > Team Productivity. The Team
productivity window appears (Figure 150).
Figure 150.
Team Productivity
2. Enter the start date for the productivity report in the Start Date field. See
"Entering a Date in a Field" on page 33 for more information.
3. Enter the end date for the productivity report in the End Date field.
4. Select the team for which you want to generate the selected productivity
report from the Select a Team drop down list.
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Team Productivity
5. Select the interval that you want Workforce Management to use when
generating the report. Your options are:
■
Per Day
■
Per Week
■
Per Month
■
Per Year
6. Select the report type from the Report Type drop down list.
7. Click Get report to display the report.
Figure 151 displays an example of the Team List Report sample.
Figure 151.
Team List Report sample
The generated reports are displayed in the report viewer of your browser
where it can be exported and printed.
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Administrator User Guide
Agent Report Card
This topic covers the following information.
■
"Column Headers for Agent Report Card" on page 236
■
"Generating the Agent Report Card" on page 236
Column Headers for Agent Report Card
The column headers for agent are described in the following table.
Field Name
Description
Average calls
per hour
Displays the average number of calls per hour.
Average
adherence
ratio
Displays the percentage of adherence to the schedule. Schedule
adherence is calculated based on the following formula:
(Total time when the agent was either ready, reserved for a call or
handling a call) + (Total time when the agent was either not ready
or not handling calls) / (Agent’s total schedule time)
Average
quality ratio
Displays the average quality objectives ratios.
Generating the Agent Report Card
Use this feature to generate agent report cards. You can display or print an agent
report card.You can also export an agent report card. Workforce Management
provides 3 key performance indicators: average number of calls per hour, adherence
percentage and quality percentage.
To generate the agent report card:
1. From the Navigation pane, choose Reports > Agent Report Card. The Agent
Report Card window appears (Figure 152).
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Agent Report Card
Figure 152.
Agent Report Card
2. Enter the start date of the period for which you want to generate the agent
report card.
3. Enter the end date of the period for which you want to generate the agent
report card.
4. To view a list of agents, select one of the following methods:
■
Filter by team
■
Filter by CSQ mapping
■
All (below the agent list)
5. Select the agent for whom you want to generate the selected agent report
card.
6. Indicate how you want the report card to be sorted.
7. Enter the number of calls per hour objective. 10.0 is entered by default.
8. Enter the percentage of schedule adherence objective. 75.0 is entered by
default.
9. Enter the Quality objective percentage. 75.0 is entered by default.
10. Click Get report to display the report.
Figure 153 display an example of the Agent Report Card.
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Administrator User Guide
Figure 153.
Agent Report Card sample
The generated reports are displayed in the report viewer of your browser
where it can be exported and printed.
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Schedule Reports
Schedule Reports
This topic covers the following information.
■
"Column Headers for Schedule Reports" on page 239
■
"Generating Schedule Reports" on page 239
Column Headers for Schedule Reports
The column headers for agent are described in the following table.
Field Name
Description
Activity
Displays the types of activity.
• In service — Displays the hours in which an agent is scheduled
to be logged in and ready to handle calls.
• Outside hours — A period scheduled when the call center for
the CSQ is closed and the agents are not taking calls for the
CSQ.
• Available — A period when the agent is not scheduled, but the
agent’s work shift allows the agent to be scheduled.
• Break — A scheduled period when the agent is not handling
calls because of a work condition activity.
• Lunch — A scheduled period when the agent is not handling
calls because of a work condition activity.
• Exception — A scheduled period when the agent is not
handling calls because of an exception.
• Not available — A period when the agent is not scheduled for
the CSQ and the agent’s work shift does not allow the agent to
be scheduled.
Duration
Displays the length of the activity in minutes.
CSQ
Displays the name of the CSQ for which the agent is scheduled.
Generating Schedule Reports
Use this feature to generate schedule reports. You can display or print a schedule
report. You can also export a schedule report. Reports can be generated by CSQ, by
team or by agent.
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Administrator User Guide
To generate schedule reports:
1. From the Navigation pane, choose Reports > Schedule Reports. The Schedule
Reports window appears (Figure 154).
Figure 154.
Schedule Reports
2. Enter the start date for the schedule report.
3. Enter the end date for the schedule report.
4. Select the report type. The report type you select determines the options
available for this schedule report. Your options are:
■
By CSQ — If you select this option, you must also select the one or more
CSQs
■
By Team — If you select this option, you must also select one or more
teams.
■
By Agent — If you select this option, you must also select one of the
following options: Filter by team or Filter by CSQ mapping, and select one
or more agents from the agent list.
5. Select one or more agents for whom you want to generate the selected
schedule report.
6. Select the report you want to generate. Your options are:
240
■
Coverage by Interval
■
Daily Summary Detailed
■
Daily Summary
■
Schedule Detail by Interval
■
Schedule Detail - Agent not Scheduled
■
Schedule Detail - Agent in Service
■
Provisional Schedule
■
Weekly Schedule
■
Individual Schedule
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Schedule Reports
7. Click Get Report to display the report.
Figure 155 displays an example of the report.
Figure 155.
Schedule report sample
The generated reports are displayed in the report viewer of your browser
where it can be exported and printed.
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Displaying Historical Call Data
Introduction
You can display historical call data from CSQs in tabular or graph formats. This
chapter describes how to display historical call data.
NOTE: The Odysoft ODBC Collector (OOC) service must be
running as the NT authenticated user for Workforce Management
to retrieve historical call data from Unified CCX. For more
information on the OOC service, see the Installation Guide for
Cisco Unified Workforce Optimization Workforce Management.
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Displaying Historical Call Data
Use this feature to display historical call data from CSQs in tabular or graph formats.
To display historical call data:
1. From the Navigation pane, choose Historical > CSQ Historicals. The CSQ
Historical Data pane appears (Figure 156).
Figure 156.
CSQ Historical Data
2. Select the CSQ by selecting it from the scrolling list or by clicking
the Context). See "Selecting a CSQ" on page 36
(Define
3. Enter the start date.
4. Enter the end date.
5. Select the type interval. Possible values are Per Interval, Per Day, Per Week,
Per Month or Per Year.
6. Click Show Data.
Figure 157 displays an example of this report.
Figure 157.
CSQ Historical Data
7. Click next to a column heading to display the graph associated with the
column.
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Displaying Historical Call Data
Workforce Management displays the data in graph format (Figure 158).
Figure 158.
Historical Data graph sample
The labels in this graphs are described in the following table.
Label Name
Description
Offered
Handled Calls
Displays the number of call handled for each interval.
Calls
Abandoned
Displays the number of calls abandoned for each interval.
Ratio
Displays the percentage of the day’s calls that arrive during the
interval.
ASA
Displays the average speed of answer (ASA) for calls answered
during this interval. The ASA is calculated as the sum of the queue
time for calls answered during the interval and divided by the
number of calls answered during the interval.
Service Level
Displays the number of calls answered within the service level
threshold during the interval.
The x-axis on the graph display up to 30 intervals. If you specify more than 30
intervals, WFM will calculate the average for each displayed interval.
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Managing Special Functions
Introduction
This chapter will show you how to:
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Compile forecast accuracy data for CSQs.
■
Merge historical call data from source CSQs to virtual CSQs
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Compiling Historical Call Data
To compile historical call data:
1. From the Navigation pane, choose Special Functions > Compilation. The Data
Compilation Requests pane appears (Figure 159).
Figure 159.
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Data Compilation Requests
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Compiling Historical Call Data
The display fields are described in the following table.
Field Name
Description
Forecast
Accuracy
This option calculates the precision level of the forecasts for the
entered date range entered. It is selected by default. When you
launch the compilation request, Workforce Management will show
you how close to reality the generated and updated forecasts
were. The result of this calculation is displayed in "Creating a CSQ"
on page 53.
Forecast accuracy is the ratio of the forecast call volume over the
actual call volume.
For example, if your forecast precision level is 105%, the forecast
call volume was greater than the actual call volume by 5%.
2. Enter the start date for this historical call data merge in the Start Date field.
See "Entering a Date in a Field" on page 33 for more information.
3. Enter the end date for this historical call data merge in the End Date field.
4. Select one or more CSQs where historical call data is to be compiled form the
Select CSQs list.
5. Enter the date (MM-DD-YYYY) and time (HH:MM) when you want to run this
request in the Execute Request Date field. Best practice is to generate this
distribution during off peak hours.
6. Click
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(Launch Request) to launch the compilation request.
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Merging Historical Call Data
Use this feature to merge various historical call data sources from a CSQ into a virtual
CSQ. All data will is merged, including call volume (sum), talk time (average), ASA
(weighted average), quality of service (weighted average) and ACW (weighted average).
To merge historical call data:
1. From the Navigation pane, choose Special Functions > Historical Merge. The
Historical Data Merge Request pane appears (Figure 160).
Figure 160.
Historical Data Merge Request
2. Enter the start date for this historical call data merge in the Start Date field.
See "Entering a Date in a Field" on page 33 for more information.
NOTE: You have to have historical call data within this date range for
this historical call data merge to work.
3. Enter the end date for this historical call data merge in the End Date field.
4. Select a CSQ from the Select a CSQ list. If the selected CSQ is a virtual CSQ,
Workforce Management highlights the source CSQ that are included in the
selected virtual CSQ.
5. Enter the date and time in the Execute the Request On field. Best practice is
to merge the data during an off peak hour.
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Merging Historical Call Data
The remaining fields are described in the following table.
Field Name
Description
Number
Displays the number associated with the source CSQ in the
selected virtual CSQ.
Name
Displays the name of the CSQ included in the selected virtual
CSQ.
6. Click
(Launch Request) to launch the merge historical data request.
NOTE: After creating an historical CSQ merge, the data compilation
for the virtual CSQ displays and reports per day, week, month and
year is done automatically.
The Compile Request List displays when the request to synchronize the data
is completed. See "Managing Compilation Requests" on page 288 for more
information.
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Entering Historical Call Data Manually
Use this feature to manually enter historical call data for a CSQ. You would use this
feature when you do not have a database containing historical call data.
To manually enter historical call data:
1. From the Navigation pane, choose Special Functions > Manual Entry.
2. Select a date. See "Entering a Date from the Toolbar" on page 34 for more
information.
3. Select a CSQ. See the "Selecting a CSQ" on page 36 for more information.
4. Click Initialize Historical Data.
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Entering Historical Call Data Manually
Workforce Management displays the historical date information for the CSQ
(Figure 161).
Figure 161.
Manual Data Entry per Interval
5. Complete the following fields.
Field Name
Description
Offered
Enter the number of email offered during each interval.
This field only appears when you choose a CSQ with a CSQ Type of
Email.
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Handled
Enter the number of calls handled for each interval.
Abandoned
Enter the number calls where the caller disconnected while in
queue for each interval.
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Field Name
Description
ASA
Enter the average speed of answer in seconds for each interval
ATT
Enter the average talk time per call for each interval.
AWT
Enter the average wrapup time for a call for each interval.
SL
Enter the service level threshold number in seconds for each
interval.
6. Click Get Total to display the total for each column.
7. Click
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(Save) to save your changes.
October 2007
Managing Administration
Introduction
Use the Administration section in Workforce Management to:
October 2007
■
Control access to functions through roles, and views. See "Managing
Roles" on page 256 and "Managing Views" on page 260 for more
information.
■
Create users in Workforce Management or import users from Unified CCX.
See "Managing Users" on page 270 for more information.
■
Specify the default configurations for the date format, dashboard and
schedules. See "Managing the Default System Configuration" on
page 280 for more information.
■
Monitor the status of requests to generate distributions, forecasts and
schedules. You can also delete incomplete requests. See "Managing
Requests to the Server" on page 285 for more information.
■
Monitor the status of requests to compile various historical
measurements from data extracted from the historical call data tables in
Unified CCX and delete incomplete requests. See "Managing Compilation
Requests" on page 288 for more information.
■
Create a system-wide list of exception types that appear as options that
an agent can select from their My Page (eAgent services) when they
request time off. See "Managing Generic Exceptions" on page 291 for
more information.
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Managing Roles
Workforce Management controls access to functions through roles, views and
privileges.
■
A privilege is the permission to perform a transaction. For example, the ability
to accept schedule trades or delete skills.
■
A role is a collection of privileges.
■
A user can have one or many roles. The user has the collective privileges
across all roles assigned to the user. There are restrictions as to which roles
and how many roles can be assigned to a user. These restrictions are
described in Table 1.
The following table lists the privileges and scope for default Workforce Management
roles.
Table 1.
Workforce Management roles
Multiple Role
Restrictions
Role
Privilege
Scope
Administrator
All transactions
Global
The agent role cannot
be assigned to a
supervisor. You can
assign scheduler and
supervisor roles to an
administrator.
Scheduler
Maintain work shifts,
breaks, and exceptions
Agents, who are
members of a team
within the scheduler’s
views.
The agent role cannot
be assigned to a
scheduler. You can
assign administrator
and supervisor roles to
an scheduler.
Map agents to work
shifts
Create forecasts
Create schedules
Map agents to CSQs
The CSQs within the
scheduler’s views.
Work shifts and
conditions that are
within the scheduler’s
views.
Forecasts and schedules
for CSQs within the
scheduler’s views.
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Table 1.
Workforce Management roles
Multiple Role
Restrictions
Role
Privilege
Scope
Supervisor
Use eSupervisor services
to manage teams and
agents
The team or teams
assigned to the
supervisor and the
agents within the team
or teams.
The agent role cannot
be assigned to a
scheduler. You can
assign administrator
and schedule roles to
a supervisor.
Agent
Use eAgent services to
manage agent
information
The agent’s own
information.
The agent cannot be
assigned other roles.
This topic covers the following information.
■
"Displaying a Role" on page 257
■
"Displaying a Role’s Privileges" on page 258
■
"Assigning Users to a Role" on page 259
Displaying a Role
Use this procedure to display the roles associated with Workforce Management.
To display a role:
1. From the Navigation menu, choose Administration > Roles. The Role List pane
appears (Figure 162).
Figure 162.
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Role List
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2. Click a role. The General tab on the Roles Details pane appears (Figure 163).
Figure 163.
Role Details: General tab
Displaying a Role’s Privileges
Use this procedure to display the privileges associated with a role in Workforce
Management.
To display privileges:
1. From the Roles Details pane, click the Assign Privileges tab. The Assigned
Privileges tab on the Roles Details pane appears (Figure 164).
Figure 164.
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Roles Details: Assigned Privileges tab
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Managing Roles
Assigning Users to a Role
Use this procedure to assign users to a role in Workforce Management. You can assign
multiple roles to a user.
To assign users to a role:
1. From the Role Details pane, click the Assign Users tab. The Assign Users tab
on the Roles Details pane appears (Figure 165).
Figure 165.
Role Details: Assign Users tab
2. To assign users to a role from the Assign Users tab on the Role Details pane
(Figure 165), select their names in the Available Users list, then click >. The
names of the selected users move to the Assigned Users list. See "Moving
Items between Lists" on page 25 for more information.
3. To remove users from a role, select the check box next to their login name in
Assigned Users list, then click <. The names of the selected users return to
the Available Users list.
To remove all users in the Assigned Users list, click the check box in the
column header, then click >. The names of all selected users return to the
Available Users list.
NOTE: If you intend to assign multiple roles to a user, see Table 1 for
a description of restrictions. You can assign any combinations of
administrator, scheduler or supervisor roles to a user. If you assign an
agent role to a user, that is the only role you can assign to that user.
Workforce Management does not support an agent with multiple
roles.
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Managing Views
A view determines the level of accessibility a user has in Workforce Management. For
example, you can assign a view that is associated with one or more users, CSQs, CSQ
mappings, teams, work conditions, work shifts, and exceptions.
This topic covers the following information.
■
"What is a View?" on page 260
■
"Creating a View" on page 260
■
"Editing an Existing View" on page 262
■
"Assigning Users to a View" on page 262
■
"Assigning CSQs to a View" on page 263
■
"Assigning Teams to a View" on page 264
■
"Assigning Work Conditions to a View" on page 265
■
"Assigning Work Shifts to a View" on page 266
■
"Assigning Exceptions to a View" on page 267
■
"Assigning CSQ Mappings to a View" on page 268
■
"Deleting a View" on page 269
What is a View?
You can assign one or more views to a user who is assigned to any of the following
roles: administrator, scheduler, or supervisor. The user can only perform tasks against
entities in the view or views you assigned to the user. For example, the scheduler can
only create schedules for CSQs within the scheduler’s view. A view restricts the scope
of information that a user can see or change.
Note that views do not include agents directly. Views include teams. To assign a user
access to information or tasks associated with an agent, you assign a view that is
associated with a team to which that agent belongs.
A Workforce Management entity can be included in one or multiple views. A user can
be assigned to one or multiple views.
Enterprise is the default view in Workforce Management. You can use this as your
primary view in Work Management or create new views to suit your needs.
Creating a View
This procedure describes how to create a view. Users assigned to this view can only
see information associated with this view.
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Managing Views
To create a new view:
1. From the Navigation pane, choose Administration > Views. The View List
appears (Figure 166).
Figure 166.
View List
2. Click
to create a new view. The General tab on the View Details pane
appears (Figure 167).
Figure 167.
View Details: General tab
3. Enter the name of the view in the Name field.
4. Click Active.
NOTE: Workforce Management creates a system view to receive all
newly created views. This field cannot be updated. In the example
above, All agents is the system view.
5. Click
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(Save) to save your changes.
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The CSQs, Teams, Conditions, Work Shifts, Exceptions and CSQ Mappings
tabs appear. See the following topics for additional information:
■
"Assigning Users to a View" on page 262
■
"Assigning CSQs to a View" on page 263
■
"Assigning Teams to a View" on page 264
■
"Assigning Work Conditions to a View" on page 265
■
"Assigning Work Shifts to a View" on page 266
■
"Assigning Exceptions to a View" on page 267
■
"Assigning CSQ Mappings to a View" on page 268
■
"Deleting a View" on page 269
Editing an Existing View
This procedure describes how to edit an existing view.
To edit an existing view:
1. From the Navigation pane, choose Administration > Views.
2. Click the name of a view.
3. Apply changes to the view.
4. Click
(Save) to save your changes.
Assigning Users to a View
You can assign one or more users to a view. The user can only perform tasks against
entities in the view or views you assigned to the user. A view restricts the scope of
information that a user can see or change. This procedure describes how to assign
users to a view.
To assign users to a view:
1. To assign users to a view from the Users tab on the View Details pane
(Figure 168), select their names in the Available Users list, then click >. The
names of the selected users move to the Assigned Users list. See "Moving
Items between Lists" on page 25 for more information.
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Managing Views
2. To remove users from a view, select their names from the Assigned Users list,
then click <. The names of the selected users return to the Available Users
list.
Figure 168.
View Details: Users tab
3. Click
(Save) to save your changes when you are finished with all tabs in
this pane.
Assigning CSQs to a View
This procedure describes how to assign CSQs to a view. A user will only see CSQs
assigned to their view.
To assign CSQs to a view:
1. To assign CSQs to a view from the CSQs tab on the View Details definition
pane (Figure 169), select the names of the CSQs in the Available CSQs list,
then click >. The names of the CSQs move to the Assigned CSQs list. See
"Moving Items between Lists" on page 25 for more information.
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Administrator User Guide
2. To remove CSQs from a view, select their names from the Assigned CSQs list,
then click <. The names of the CSQs return to the Available CSQs list.
Figure 169.
View Details: CSQs tab
3. Click
(Save) to save your changes.
Assigning Teams to a View
This procedure describes how to assign teams to a view. To assign a user access to
information or tasks associated with an agent, you assign a view that is associated
with a team to which that agent belongs. A user will only see teams assigned to their
view.
To assign teams to a view:
1. To assign teams to a view from the Teams tab on the View Details pane
(Figure 170), select the names of the teams in the Available Teams list, then
click >. The names of the teams move to the Assigned Teams list. See "Moving
Items between Lists" on page 25 for more information.
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2. To remove teams from a view, select their names from the Assigned Teams
list, then click <. The names of the teams return to the Available Teams list.
Figure 170.
View Details: Teams tab
3. Click
(Save) to save your changes.
Assigning Work Conditions to a View
This procedure describes how to assign work conditions to a view. A user will only see
work conditions assigned to their view.
To assign work conditions to a view:
1. To assign work conditions to a view from the Work Conditions tab on the View
Details pane (Figure 171), select the names of the work conditions in the
Available Work Conditions list, then click >. The names of the work conditions
move to the Assigned Work Conditions list. See "Moving Items between Lists"
on page 25 for more information.
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Administrator User Guide
2. To remove work conditions from a view, select their names from the Assigned
Work Conditions list, then click <. The names of the work conditions return to
the Available Work Conditions list.
Figure 171.
View Details: Conditions tab
3. Click
(Save) to save your changes when you are finished with all tabs in
this pane.
Assigning Work Shifts to a View
This procedure describes how to assign work shifts to a view. A user will only see work
shifts assigned to their view.
To assign work shifts to a view:
1. To assign work shifts to a view from the Work Shifts tab on the View Details
pane (Figure 172), select the names of the work shifts in the Available Work
Shifts list, then click >. The names of the work shifts move to the Assigned
Work Shift list. See "Moving Items between Lists" on page 25 for more
information.
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Managing Views
2. To remove teams from a view, select their names from the Assigned Work
Shift list, then click <. The names of the work shifts return to the Available
Work Shift list.
Figure 172.
View Details: Work Shift tabs
3. Click
(Save) to save your changes.
Assigning Exceptions to a View
This procedure describes how to assign exceptions to a view. A user will only see
exceptions assigned to their view.
To assign exceptions to a view:
1. To assign exceptions to a view from the Exceptions tab on the View Details
pane (Figure 173), select the names of the exceptions in the Available
Exceptions list, then click >. The names of the exceptions move to the
Assigned Exceptions list. See "Moving Items between Lists" on page 25 for
more information.
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Administrator User Guide
2. To remove exceptions from a view, select their names from the Assigned
Exceptions list, then click <. The names of the exceptions return to the
Available Exceptions list.
Figure 173.
View Details: Exceptions tab
3. Click
(Save) to save your changes.
Assigning CSQ Mappings to a View
This procedure describes how to assign CSQ mappings to a view. A user will only see
CSQ mappings assigned to their view.
To assign CSQ mappings to a view:
1. To assign CSQ mappings to a view from the CSQ Mappings tab on the View
Details pane (Figure 174), select the names of the CSQ mappings in the
Available CSQ Mappings list, then click >. The names of the CSQ mappings
move to the Assigned CSQ Mappings list. See "Moving Items between Lists" on
page 25 for more information.
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2. To remove CSQ mappings from a view, select the names of the CSQ mappings
from the Assigned CSQ Mappings list, then click <. The names of the CSQ
mappings return to the Available CSQ Mappings list.
Figure 174.
View Details: CSQ Mappings tab
3. Click
(Save) to save your changes.
Deleting a View
This procedure describes how to delete a view.
To delete a view:
1. From the Navigation pane, choose Administration > Views.
2. To delete one or many views, select the check box next to each view and click
(Delete).
To delete all views, select the check box in the header (beside Number) and
(Delete).
click
The Workforce Management dialog box appears.
3. Click OK to dismiss the dialog.
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Administrator User Guide
Managing Users
There are two ways in which users can be created in Workforce Management:
■
Workforce Management uses the synchronization service to automatically
create a user for each agent and supervisor in Unified CCX.
NOTE: The synchronization service must be running as the NT
authenticated user for Workforce Management to retrieve agents and
supervisors from Unified CCX. For more information on the
synchronization service, see the Installation Guide for Cisco Unified
Workforce Optimization Workforce Management.
When the synchronization service extracts a user identity from Unified CCX,
the user identity in Workforce Management initially has the following values:
—
Last name — This is the last name used in Unified CCX.
—
First name — This is the first name used in Unified CCX.
NOTE: If the last name or first name changes in Unified CCX, the
synchronization service will change them in Workforce Management.
—
Login Name — This is the user’s Active Directory login name. This field is
required and must be manually configured in Workforce Management as
part of user configuration.This is the login name the user uses to log into
Workforce Management.
NOTE: The name entered in the Login Name field must match the
Active Directory login name.
■
—
Password — Initially the password has a null value. You must assign a
password to the user. If you are using Active Directory, the user
automatically uses the password associated with their username.
—
Associated agent identity — The synchronization service automatically
creates the association between the user and the user’s agent identity in
Workforce Management.
You can add, delete and update users in Workforce Management who have no
agent or supervisor identity in Unified CCX.
NOTE: Best practice is to manage agent and supervisor identities
through Unified CCX and allow the synchronization service to
automatically create a user identity for each agent and supervisor in
Unified CCX. You need to create administrators and schedulers in
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Managing Users
Workforce Management. An administrator or scheduler might have a
user identity in Unified CCX.
When you add an active user, you must assign least one role to the user
before you can save your changes. If you assign the administrator, scheduler
or supervisor role to a user, you must assign at least one view to the user.
This topic covers the following information.
■
"Creating a New User" on page 271
■
"Editing an Existing User" on page 274
■
"Assigning a Role to a User" on page 276
■
"Assigning Views to a User" on page 277
■
"Deleting a User" on page 278
Creating a New User
This procedure describes how to create a new user. A user created in Workforce
Management is not associated with Unified CCX. When you create a user in Workforce
Management, the user will not appear in Unified CCX.
NOTE: Best practice is to manage agent and supervisor identities
through Unified CCX and allow the synchronization service to
automatically create a user identity for each agent and supervisor in
Unified CCX. You need to create administrators and schedulers in
Workforce Management. An administrator or scheduler might have a
user identity in Unified CCX.
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Administrator User Guide
To create a new user:
1. From the Navigation pane, choose Administration > Users. The User List
appears (Figure 175).
Figure 175.
User List
NOTE: This list of users may contain users that are inactive in Unified
CCX. Log into Unified CCX and check the List of Inactive if you want to
verify whether a user is active or inactive in Unified CCX.
2. Click
to create a new user. The General tab on the User Details pane
appears (Figure 176).
Figure 176.
272
User Details: General tab
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Managing Users
3. Complete the fields.
Field Name
Description
Last Name
Enter the user’s last name.
First Name
Enter the user’s first name.
Login Name
Enter the user’s Workforce Management username. The
username is not case sensitive. The user name can be the user’s
Active Directory login name. This field is required and must be
manually configured in Workforce Management as part of user
configuration. This is the name the user uses to log into Workforce
Management.
NOTE: The login name entered in the Login Name field must
match the Active Directory login name.
New
Password
Enter the user’s password if the user’s login name is not
associated with Active Directory.
NOTE: If you are using Active Directory, do not enter a password in
this field. Workforce Management automatically uses the
password associated with the user’s Active Director username.
Active
Select this check box to activate the user. An active user can log
into Workforce Management.
NOTE: When you add an active user, you must assign at least one
role to the user before you can save your changes. If you assign
an administrator, scheduler or supervisor role to a user, you must
also assign at least one view to the user. See "Assigning a Role to
a User" on page 276 and "Assigning Views to a User" on page 277
for more information.
The display fields are described in the following table.
October 2007
Field Name
Description
Registration
Date
Displays the date when the user was created.
Last Access
Date
Displays the last time this user logged into WFM.
Deactivation
Date
Displays the date when the user was deactivated. This date
appears when you clear the Active check box.
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Administrator User Guide
Field Name
Description
Linked to
Agent
When this check box is selected, it indicates an agent is
associated with this user.
NOTE: An agent with the user so the agent can log into the system
and access My Page.
4. Choose one of the following options:
■
If this is not an active user, click
(Save) to save your changes.
■
If this is an active user, you must assign at least one role to the user
before you can save your changes. If you assign an administrator,
scheduler or supervisor role to a user, you must also assign at least one
view to the user. See "Assigning a Role to a User" on page 276 and
"Assigning Views to a User" on page 277 for more information.
Editing an Existing User
This procedure describes how to edit an existing user.
To edit a user:
1. From the Navigation pane, choose Administration > Users. The User List pane
appears (Figure 177).
Figure 177.
274
User List
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Managing Users
NOTE: This list of users may contain users that are inactive in Unified
CCX. Log into Unified CCX and check the List of Inactive Agents if you
want to verify whether a user is active or inactive in Unified CCX. You
can also delete an inactive user in Unified CCX.
2. Click the last name of the user you want to edit.
3. Apply changes to the user.
4. Click
October 2007
(Save) to save your changes.
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Administrator User Guide
Assigning a Role to a User
Use this procedure to assign a role to a user in Workforce Management. You can only
assign one role to a user.
To assign a role to a user:
1. From the Users Detail pane, click the Assign Roles tab. The Assign Roles tab
on the User Details pane appears (Figure 178).
Figure 178.
User Details: Assign Roles tab
2. To assign a role to a user, select the name of the roles in the Available Roles
list, then click >. The name of the role move to the Assigned Roles list. See
"Moving Items between Lists" on page 25 for more information.
3. To remove a role, select role from the Assigned Roles list, then click <. The
names of the role return to the Available Roles list.
NOTE: If you intend to assign multiple roles to a user, see Table 1 for
a description of restrictions. You can assign any combinations of
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Managing Users
administrator, scheduler or supervisor roles to a user. If you assign an
agent role to a user, that is the only role you can assign to that user.
Workforce Management does not support an agent with multiple
roles.
4. Click
(Save) to save your changes.
Assigning Views to a User
This procedure explains how to assign a view to a user created in Workforce
Management. If the synchronization service imported the user into Workforce
Management, this tab will not appear.
The user can only perform tasks against entities in the view or views you assigned to
the user. A view restricts the scope of information that a user can see or change.
To assign views to a user:
1. From the Users Detail pane, click the Assign Views tab. The Assign View tab on
the User Details pane appears (Figure 179).
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Administrator User Guide
NOTE: If the user is imported as an agent from Unified CCX, the
Assign Views tab does not appear.
Figure 179.
User Details: Assign Views tab
2. To assign a view to a user, select the name of the view in the Available Views
list, then click >. The name of the view move to the Assigned Views list. See
"Moving Items between Lists" on page 25 for more information.
3. To remove a view, select view from the Assigned Views list, then click <. The
names of the view return to the Available Views list.
NOTE: You must assign at least one view to the user.
4. Click
(Save) to save your changes.
Deleting a User
This procedure describes how to delete a user in Workforce Management.
NOTE: Do not use this procedure to delete users imported from
Unified CCX A user created in Unified CCX must be deleted in Unified
CCX.
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To delete a user:
1. To delete one or many users from the User List (Figure 180), select the check
box next to each user and click
(Delete).
Figure 180.
User List
To delete all users, select the check box in the header (beside Number) and
(Delete).
click
The Workforce Management dialog box appears.
2. Click OK to dismiss the dialog.
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Managing the Default System Configuration
From the Default Configuration pane, you can set the default values for the Workforce
Management system in the following areas:
■
Date format
■
Dashboard
■
Schedules
When a user logs into Workforce Management for the first time, these preferences will
be active by default.
This topic covers the following information.
■
"Configuring the Workforce Management System" on page 280
■
"Configuring the Dashboard" on page 281
■
"Configuring the Default Schedule Format" on page 283
Configuring the Workforce Management System
To configure the Workforce Management system:
1. From the Navigation pane, choose Administration > Default Configuration.
The General tab on the Default System Configuration pane appears
(Figure 181).
Figure 181.
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Default System Configuration: General tab
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Managing the Default System Configuration
2. Complete the fields.
Field Name
Description
Enterprise
Name
Enter the name of your company.
Date Format
Select the default system date format.
Configuring the Dashboard
To configure the dashboard:
1. From the Default System Configuration pane, click the Dashboard tab
(Figure 182).
Figure 182.
Default System Configuration: Dashboard tab
2. Complete the fields.
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Field Name
Description
Data Interval
Select the interval in which you want the data to be displayed. You
can choose 15, 30 or 60 minute intervals.
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Field Name
Description
Dashboard
View
Select the default dashboard view for all users.* Your options are:
• Line Graph
• Vertical Bar
• Horizontal Bar
• Pie Chart
Statistics View
Select the default statistics view for all users.* Your options are:
• Line Graph
• Vertical Bar
• Horizontal Bar
• Pie Chart
Graph 1, 2
and 3 Data
Select the type of data to appear on the dashboard.* Your options
are:
• Line Graph
• Vertical Bar
• Horizontal Bar
• Pie Chart
Graph 1, 2
and 3 Format
Select the format type to be applied to the related data on the
dashboard.*
* A user can change the default view by changing their preferences as described in "Setting Display
Preferences" on page 27.
3. Click
282
(Save) to save your changes.
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Managing the Default System Configuration
Configuring the Default Schedule Format
To configure the default schedule format:
1. From the Default System Configuration pane, click the Schedule tab
(Figure 183).
Figure 183.
Default System Configuration: Schedule tab
2. Complete the fields.
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Field Name
Description
Schedule
Production
Interval
Displays the schedule interval in minutes. This value is
determined when the database is created.
Schedule
Interval
Select the interval in which you want the data to be displayed. You
can choose 5, 10 15, or 30 minute intervals.
Start Time
Select the default schedule display start time.*
End Time
Select the default schedule display end time.*
First Day of
the Week
Displays the first day of the week. This value is determined when
the database is created.
Number of
Weeks Visible
to Agents
(Past)
Enter the number of previous weeks that will be available for the
agent to view.
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Field Name
Description
Number of
Weeks Visible
to Agents
(Future)
Enter the number of future weeks that will be available for the
agent to view.
* A user can chance the default view by changing their preferences as described in "Setting Display
Preferences" on page 27.
3. Click
284
(Save) to save your changes.
October 2007
Managing Requests to the Server
Managing Requests to the Server
From the Server Requests pane, you can monitor the status of requests to generate
distributions, forecasts and schedules. You can also delete incomplete requests.
This topic covers the following information.
■
"Displaying the Request Details" on page 285
■
"Deleting Server Requests" on page 287
Displaying the Request Details
To display a request details:
1. From the Navigation pane, choose Administration > Server Request. The
Server Request List appears (Figure 184).
Figure 184.
Server Request List
The fields are described in the following table.
Field Name
Description
ID
The number indicates the order in which the server request
arrived. Click the number to display the Request tab on the Server
Request Details pane.
Status
Displays the current status of the request. Possible status values
are:
• 0 - In queue — The request is waiting in queue.
• 1 - Processing — This status indicates the request is currently
being processed.
• 2 - Completed Successfully — The request ended successfully.
• 0 - Unsuccessful — The request failed.
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Request Date
Displays the date on which the request was initiated.
Process Date
Displays the date on which the request was processed.
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Field Name
Description
Requester
Displays the name of the user who initiated the request.
Description
Describes the type of request. The possible values are:
• Call Distribution
• Schedule Production
2. Click a number in the ID column. The Request tab on the Server Request
Details pane appears (Figure 185).
Figure 185.
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Server Request Details: Request tab
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Managing Requests to the Server
3. Click the Assigned CSQs tab to display more information (Figure 186).
Figure 186.
Server Request Details: Assigned CSQs tab
Deleting Server Requests
To delete server requests:
1. To delete one or many requests from the Server Request List (Figure 187),
select the check box next to each server request and click
(Delete).
Figure 187.
Server Request List
To delete all server requests, select the check box in the header (beside
(Delete).
Number) and click
NOTE: You can only delete requests with the status 0, 2 or 9. A status
of 1 indicates the request is currently processing and cannot be
deleted.
The Workforce Management dialog box appears.
2. Click OK to dismiss the dialog.
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Managing Compilation Requests
From Compilation Requests, you can monitor the status of requests to compile data
that was extracted from historical call data tables in Unified CCX and delete
incomplete requests.
This topic covers the following information.
■
"Displaying Compilation Requests" on page 288
■
"Deleting Compilation Requests" on page 290
Displaying Compilation Requests
To display compilation requests to the server:
1. From the Navigation pane, choose Administration > Compilation Requests.
The Compilation Request List appears (Figure 188).
Figure 188.
Compilation Request List
The fields are described in the following table.
Field Name
Description
Number
The number indicates the order in which the compilation request
arrived. Click the number to display the Compilation Request
Details pane.
Status
Displays the current status of the request. Possible status values
are:
• 0 - To be Processed — This status indicates the request is
waiting to be processed.
• 1 - Processing — This status indicates the request is currently
being processed.
• 2 - Ended Successfully — This status indicates the request
ended successfully.
• 0 - Ended Abnormally — This status indicates the request
failed.
Stat Date
288
Displays the date on which the request was initiated.
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Managing Compilation Requests
Field Name
Description
End Date
Displays the date on which the request was processed.
Requester
Displays the name of the user who initiated the request.
Description
Describes the type of request.
Priority
Displays the priority number assigned to the request.
2. Click a number in the Number column. The Compilation Request Details pane
appears (Figure 189).
Figure 189.
Compilation Request Details
3. To delete the displayed request, click
(Delete).
NOTE: You can only delete requests with the status 0, 2 or 9. A status
of 1 indicates the request is currently processing and cannot be
deleted.
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Deleting Compilation Requests
To delete compilation requests:
1. To delete one or many requests from the Compilation Request List
(Figure 187), select the check box next to each compilation request and click
(Delete).
Figure 190.
Compilation Request List
To delete all compilation requests, select the check box in the header (beside
(Delete).
Number) and click
NOTE: You can only delete requests with the status 0, 2 or 9. A status
of 1 indicates the request is currently processing and cannot be
deleted.
The Workforce Management dialog box appears.
2. Click OK to dismiss the dialog.
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Managing Generic Exceptions
Managing Generic Exceptions
From the Generic Exceptions pane, you can create exception types that appear as
options that agents can select from their My Page (eAgent services) when they
request time off. A generic exception is a high level type of exception that an agent can
select when requesting time off. For example, a generic exception could be absence,
sick leave or vacation. If an agent has a doctor appointment, the agent selects the
sick leave generic exception and specifies a doctor appointment in the Comment field.
You need to decide how these generic exceptions will relate to the exception types you
created in the Environment section. The exception types created in the Environment
section are assigned to the schedule and not selectable by an agent.
If you believe that agents will correctly select generic exception types, you can make
the list of generic exceptions an appropriate subset of the Environment exception
types. If you do not believe that agents will correctly select generic exception types,
you can configure a small number of broad category generic exception types. Ask your
agents to include appropriate comments when they request time off.
This topic covers the following information.
■
"Creating a Generic Exception" on page 291
■
"Editing a Generic Exception" on page 292
■
"Deleting a Generic Exception" on page 293
Creating a Generic Exception
To create a generic exception:
1. From the Navigation pane, choose Administration > Generic exceptions. The
Generic Exception List appears (Figure 191).
Figure 191.
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Generic Exception List
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Administrator User Guide
2. Click
to create a new generic exception. The General tab on the Generic
Exception Details pane appears (Figure 192).
Figure 192.
Generic Exception Details: General tab
3. Enter the name for the exception.
4. Click
(Save) to save your changes.
Editing a Generic Exception
To edit a generic exception:
1. From the Navigation pane, choose Administration > Generic exceptions. The
Generic Exception List appears (Figure 193).
Figure 193.
Generic Exception List
2. Click the name of the generic exception. The General tab on the Generic
Exception Details pane appears.
3. Apply changes to the generic exception.
4. Click
292
(Save) to save your changes.
October 2007
Managing Generic Exceptions
Deleting a Generic Exception
To delete a generic exception:
1. To delete one or many generic exceptions from the Generic Exception List
(Figure 191), select the check box next to each generic exception and click
(Delete).
Figure 194.
Generic Exception List
To delete all generic exceptions, select the check box in the header (beside
(Delete).
Number) and click
The Workforce Management dialog box appears.
2. Click OK to dismiss the dialog.
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Scheduling Multimedia Activities
Introduction
This chapter explains how to schedule agents who respond to email and support
chat services. The agents must have access to the E-Mail Interaction Manager or
Web Interaction Manager module that is part of Cisco Interaction Manager.
For more information on these products, go to the following websites:
■
E-Mail Interaction Manager
http://www.cisco.com/en/US/products/ps7236/tsd_products_support_
series_home.html
■
Web Interaction Manager
http://www.cisco.com/en/US/products/ps7233/tsd_products_support_
series_home.html
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Scheduling Agents to Respond to Email
You can create a CSQ for responding to email. After you create this CSQ, you can
assign agents to the CSQ and schedule agent to respond to email.
To schedule agents to respond to email:
Use the following method to schedule agents to respond to email:
1. From Workforce Management, choose Environment > CSQs and create an
CSQ to handle email and choose Email as your CSQ type. See "Creating a
CSQ" on page 53 for more information.
NOTE: You can create an CSQ type for each type of email you want
your agents to handle (for example, sales or IT help desk email).
2. From the E-Mail Interaction Manager, review the information on email volume
and handling time. Estimate the amount of time required for agents to handle
email for a scheduled period.
3. From Workforce Management, perform the following tasks:
a. Choose Environment > CSQ Mappings and map the agents you want to
handle email to the appropriate CSQ mappings. If the agents handles
voice calls for half of the day and email for the other half of the day, map
the agent to the CSQ for voice calls and the CSQ for email. If the agent
only handles email, map the agent to the CSQ related to the type of email
the agent will handle. For example, if the agent handles IT help desk
email, then map the agent to the CSQ that handles IT help desk calls. See
"Assigning Agents to a CSQ Mapping" on page 50 for more information.
b. Choose Agents > Work Shifts and create work shifts for the agents. See
"Creating a Work Shift" on page 103 for more information.
c. Choose Schedules > Schedule Request and create a schedule for the
CSQ. See "Creating a Schedule" on page 185 for more information.
Guidelines for Scheduling Agents to Handle Email
You can ensure that Workforce Management schedules agents to handle email for a
CSQ by using one of the following options:
■
296
Assign the agents to a fixed work shift. See "Work Shifts" on page 100 for
more information on fixed and variable work shifts. Workforce Management
always assigns agents to a schedule, if they have a fixed work shift.
October 2007
Scheduling Agents to Respond to Email
■
Change an agent’s rank so that it is sufficiently high that the agent receives
priority scheduling. See "Editing an Agent" on page 89 for more information on
changing an agent’s rank. Also, change the rank for the CSQ so that it is high
enough that Workforce Management uses the rank when evaluating agents
for a schedule. See "Editing a CSQ" on page 58 for more information.
If you decide that an agent needs to spend more or less time on handling email, you
can adjust the schedule. See "Editing a Schedule" on page 187 for more information
for adjusting schedules.
When the agent logs into the E-Mail Interaction Manager, the agent’s state is Not
Ready. The agent’s state remains Not Ready while the agent handles email. The
schedule shows that the agent is in the email exception.
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Scheduling Agents to Support Chat Services
Use the following method to schedule agents to support chat services:
1. From Workforce Management, choose Environment > Exception Types and
create an exception to handle chat services. See "Creating an Exception Type"
on page 64 for more information.
NOTE: You can create an exception type for each type of chat service
you want your agents to handle (for example, sales or IT help desk
chat services).
2. From Web Interaction Manager, review the information on chat time. Estimate
the amount of time required for agents to handle chat services for a
scheduled period.
NOTE: Estimating time is problematic because an agent has to
immediately respond to the chat customer. You need to carefully
estimate the time required for chat services based on time of day
within day of week.
3. From Workforce Management, perform the following tasks:
a. Choose Environment > CSQ Mappings and map the agents you want to
handle chat services to the appropriate CSQ mappings. If the agents
handles voice calls for half of the day and chat services for the other half
of the day, map the agent to the CSQ for voice calls. If the agent only
handles chat services, map the agent to the CSQ related to the type of
chat services the agent will handle. For example, if the agent handles IT
help desk chat services, then map the agent to the CSQ that handles IT
help desk calls. See "Assigning Agents to a CSQ Mapping" on page 50 for
more information.
b. Choose Agents > Work Shifts and create work shifts for the agents. See
"Creating a Work Shift" on page 103 for more information.
c. Choose Agents > Assign Exceptions and assign chat services exceptions
to the agents for the length of time required to handle the chat services. If
an agent is dedicated to chat services, the exceptions should cover the
entire work shift except for break time and time dedicated to other
exception activities (for example, meetings and training). If an agent
divides time between voice and chat services, then the chat services
exceptions should only cover the time the agent actually supports chat
services.
d. Choose Schedules > Schedule Request and create a schedule for the
CSQ. See "Creating a Schedule" on page 185 for more information.
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Scheduling Agents to Support Chat Services
Guidelines for Scheduling Agents to Handle Chat
You can ensure that Workforce Management schedules agents to handle chat
services for a CSQ by using one of the following options:
■
Assign the agents to a fixed work shift. See "Work Shifts" on page 100 for
more information on fixed and variable work shifts. Workforce Management
always assigns agents to a schedule, if they have a fixed work shift.
■
Change an agent’s rank so that it is sufficiently high that the agent receives
priority scheduling. See "Editing an Agent" on page 89 for more information on
changing an agent’s rank. Also, change the rank for the CSQ so that it is high
enough that Workforce Management uses the rank when evaluating agents
for a schedule. See "Editing a CSQ" on page 58 for more information.
If you decide that an agent needs to spend more or less time on handling chat
services, you can adjust the schedule. See "Editing a Schedule" on page 187 for more
information for adjusting schedules.
When the agent logs into the Web Interaction Manager, the agent’s state is Not Ready.
The agent’s state remains Not Ready while the agent handles chat services. The
schedule shows that the agent is in the chat services exception.
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Glossary
B
block of hours
The duration of a work shift (for example, six hours). You can set up to 28
different work conditions for the same block of hours.
C
call distribution
A calculation of the percentage of the day’s calls, by day of week, in each
schedule period. It also identifies the average talk time and work time per call
for each half hour interval. It also identifies the average talk time and work
time per call for each half hour interval.
contact service queue (CSQ)
In Unified CCX, A CSQ is the target through which you route calls. You schedule
agents to support the contact service queue call requirements. For this
reason Workforce Management makes the CSQ the focal point for schedules
and forecasts.
CSQ mapping
A mechanism used to link agents with a CSQ. A CSQ mapping has no other
purpose or effect. The Workforce Management synchronization service
extracts a CSQ identity from Unified CCX, and loads it into Workforce
Management and also creates a CSQ mapping for it in Workforce
Management. The CSQ mapping has the same name and identity number as
the CSQ.
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E
exception
A non-routine activity that prevent agents from answering contacts. These
non-routine activities do not occur each work shift. They can be activities that are
external to the contact center efforts, such as illness and vacation, or internal,
such as training and department meetings.
F
firm date
A fixed date on a calendar (for example, January 1). Use firm date when you want
to generate call volume forecasts from a specified date in the past as the call
volume projection for a specified date in a forecast period.
fixed work shift
A fixed work shift is a work shift that covers requirements for fixed hours and days.
Use this work shift type to schedule agents for phone-related activities for entire
days or weeks. A fixed work shift has the following characteristics:
■
Work days during the week are fixed
■
Hours worked each day are fixed, but do not have to be the same for each day
■
The shift start time each day is fixed, but does not have to be the same for
each day
forecast
A prediction of future events. In Workforce Management, a forecast uses historical
call information from a specified period to estimate a contact center’s future call
volume and scheduling requirements.
G
generic exception
A high level type of exception that an agent can select when requesting time off.
For example, a generic exception could be absence, sick leave or vacation. If an
agent has a doctor appointment, the agent selects the sick leave generic
exception and specifies a doctor appointment in the Comment field.
greedy algorithm
Any algorithm that repeatedly produces a locally optimum choice at each stage
with the hope of finding the global optimum for the specified conditions. It may
not completely solve the problem, or, if it produces a solution, it may not be the
very best one, but it is one way of approaching the problem and sometimes yields
very good (or even the best possible) results.
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N
negative gap
There are not enough agents to meet the schedule requirements.
P
positive gap
The number of agents scheduled exceeds the schedule requirements. When there
is a positive gap, you can use that time to schedule exceptions (for example,
activities like meetings and training) for single or multiple agents.
privilege
The permission to perform a transaction. For example, the ability to accept
schedule trades or delete skills.
R
role
A collection of privileges. See privilege.
Q
quality objective
A percentage of calls answered within a specified number of seconds. A more
demanding service objective requires a higher staffing level. The forecast feature
uses the specified service level to project the need for agents.
S
service goal
A definable service objective. For example, answering 80% of calls within the first
20 seconds.
special event
A type of event that caused call volume to deviate from normal. In Workforce
Management, you can define special events that might cause a forecast to be
above or below normal and assign the special events to specific dates for specific
CSQs. This allows you to identify points in time when a special event altered call
volume for the skill group.
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T
Talk time
Includes all time from the moment the agent answers a call to the moment the
agent disconnects or transfers the call. This includes the time when the agent is
actively talking to the caller and the time when the agent places the caller on hold.
team
A group of agents. An agent can belong to many teams. Workforce Management
generates reports by team.
trend
The year-to-year change in call volume. A trend tells you the percentage of change
(either greater, equal or less than) in call volume for the current year over the
same period last year. The method for determining the trend is dependent on the
extent of historical call data stored in Workforce Management.
V
variable work shift.
A variable work shift is a work shift that covers requirements for variable hours
and days. Use this work shift type to schedule agents for phone-related activities
for variable days and weeks. In contrast to a fixed work shift, a variable work shift
offers flexibility in at least one of the following ways:
■
You can designate at least one day a week as an optional work day. You can
choose whether or not to schedule an agent for an optional work day based
on the contact center’s requirements.
■
You can designate the total work hours for at least one day a week as flexible.
■
You can designate the arrival time for at least one day a week as flexible.
view
The level of accessibility a user has in Workforce Management. For example, you
can assign a view that is associated with one or more users, CSQs, CSQs
mappings, teams, work conditions, work shifts, and exceptions.
virtual CSQ
A CSQ that consists of several source CSQs.
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W
work condition
A set of rules used to identify a routine activity that prevents the agent from
answering contacts.These routine activities occur during every work shift.
Examples of routine activities that occur during every work shift ares breaks and
meals.
work shift
The hours and days when an agent can work. It includes days, hours, arrival and
departure times.
work shift rotation
A work shift in which an agent works different shifts over a several weeks.
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Index
A
administration
managing 255
agent
assigning CSQ mappings 94
assigning teams 93
deleting exceptions 98
displaying exception list 96
editing 89
overview 86
agent productivity report
generating 232
assigning
CSQ mappings to a view 268
CSQs to a view 263
exceptions to a view 267
role to a user 276
teams to a view 264
users to a role 259
users to a view 262
views to a user 277
work conditions to a view 265
work shifts to a view 266
C
call distribution 140
editing 141
generating 138
call forecast maintenance
editing 162
call forecast requests
generating 152, 157
chat services 298
closed days
close/open 181
copying 182
entering 181
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overview 181
Color 115
compilation requests 288
managing 288
configuration
dashboard 281
general entries 280
schedule 283
contact service queue (CSQ)
adding source CSQs to a virtual CSQ 60
assigning CSQ mappings to a CSQ 59
creating 53
deleting 63
described 42
editing 58
entering scheduling priorities 62
managing 53
relationship with CSQ mapping 53
coverage of requirements
viewing 209
creating a user 271, 274
creating a view 260
CSQ mapping 47
adding an agent 50
adding CSQs 51
creating 47
deleting 52
editing 49
D
dashboard
customizing 28
using 204
default system configuration
managing 280
deleting a user 278
deleting a view 269
documentation, related 16
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E
editing a user 271, 274
editing a view 260
email 296
Entering 252
exception
creating generic exception 291
exception types
creating 64
deleting 67
editing 66
exceptions
assigning 97, 127
examples 128
managing 126
F
M
managing
administration 255
compilation requests 288
default system configuration 280
generic exceptions 291
requests to the server 285
users 270
views 260
multimedia activities 295
N
P
G
generic exceptions
creating 291
deleting 293
editing 292
managing 291
glossary 301
guidelines
scheduling agents to handle chat 299
scheduling agents to handle email 296
H
historical call data
display in tabular format 244
displaying 244
overview 243
I
308
logging into Workforce Management 18
Navigation pane, using 22
firm date association
creating 178
deleting 179, 180
overview 178
icons, description of 25
inbox messages
monitoring 223
overview 223
L
post-production activities
assign 197
scheduling 194
preferences 27
R
reports
agent report card, overview 236
generating agent report cards 236
generating productivity reports by teams 234
generating schedule reports 240
schedule, overview 239
role
assigning users 259
displaying 257
displaying privileges 258
S
schedule
creating 185
displaying an agent schedule 188
editing 187
editing agent schedule 188
trading 211
viewing 190
schedule adherence
how it works 220
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monitoring 217
overview 214
schedule request
creating 185
scheduling
agents to respond to email 296
scheduling agents to support chat services 298
scheduling multimedia activities 295
selecting
date 33
date format 27
server requests 285, 290
managing 285
service
creating a new service 53
creating a virtual CSQ 60
opening/closing hours 53
setting preferences 27
special event
assigning 173
special events
creating 170
deleting 172, 177
editing 171, 175
special functions
compiling historical call data 248
merging historical call data 250, 252
overview 247
supervisor dashboard
using 206
T
table
sorting a column 22
viewing table with many rows 24
team
adding agents 83
creating 80
deleting 85
editing 82
time zones
adding agents 74
adding CSQs 72
displaying 69
overview 68
trading schedules
overview 211
assigning roles 276, 277
assigning views 277
creating 271, 272, 274
deleting 278, 279
editing 271, 274
users
managing 270
V
view
assigning CSQ mappings 268
assigning CSQs 263
assigning exceptions 267
assigning teams 264
assigning users 262
assigning work conditions 265
assigning work shifts 266
creating 260
deleting 269
editing 260
managing 260
W
work conditions
associating work shifts 117
creating 112
deleting 118
editing 115
overview 111
work shift
assigning 120
work shift assignment
overview 119
work shift rotation
copying 123
displaying 95
work shifts
associating work conditions 109
creating 103
deleting 110
displaying agents associated with a selected
work shift 108
displaying assigned work shifts 124
editing 107
U
user
assigning role 276
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October 2007
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