Cisco Unified Workforce Optimization
Workforce Management 8.0 Supervisor User Guide
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Workforce Management 8.0 Supervisor User Guide
© 2007 Cisco Systems, Inc. All rights reserved.
Revision History
Revision Date
Description
05-June-2007
First Customer Ship (FCS)
Revision History
Contents
1
Introduction
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
■
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
■
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Conventions used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
2
Getting Started
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
■
Logging into Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
■
Navigating the menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
■
General navigation information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
■
Setting preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Accessing the Preferences feature . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Selecting date format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Selecting a dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Selecting schedule display parameters . . . . . . . . . . . . . . . . . . . . . . . .20
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
■
3
Selecting a date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Managing the Environment
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
■
Contact service queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Scheduling multiple CSQs as a group . . . . . . . . . . . . . . . . . . . . . . . . .26
Maintaining CSQ attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
CSQ mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Exception types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Time zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
■
Managing agent CSQ mappings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Creating a CSQ mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
June 2007
5
Contents
Assigning agents to a CSQ mapping . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Assigning CSQs to CSQ mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Deleting a CSQ mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
■
Managing contact service queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Creating a CSQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Editing a CSQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Assigning CSQ mappings to the CSQ . . . . . . . . . . . . . . . . . . . . . . . . . 39
Creating a virtual CSQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Entering scheduling parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Deleting a CSQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
■
Managing exception types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Creating an exception type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Editing an exception type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Deleting an exception . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
■
Managing time zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Displaying time zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Adding CSQs to a time zone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Adding agents to a time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
4
Managing Agents
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
■
Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
■
Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
■
Work shifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Fixed work shift. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Variable work shift . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
■
Work conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
■
Managing teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Creating a team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Editing a team. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Assigning agents to the team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Deleting a team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Contents
■
Managing the agent file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Creating an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Editing an agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Adding teams to the agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70
Adding CSQ mappings to the agent . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Displaying an agent’s work shift rotation. . . . . . . . . . . . . . . . . . . . . . .71
Displaying an agent’s exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Deleting an agent’s exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
■
Managing work shifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Creating a work shift . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Editing a work shift . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Displaying agents associated with a selected work shift . . . . . . . . . .79
Associating work conditions with a work shift . . . . . . . . . . . . . . . . . . .80
Deleting a work shift . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
■
Managing work conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Creating a work condition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Editing a work condition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Associating work shifts to work conditions . . . . . . . . . . . . . . . . . . . . .86
Deleting a work condition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
■
Managing work shift assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Assigning work shifts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Copy a work shift rotation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Displaying assigned work shifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
■
Managing exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92
Assigning an exception . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92
5
Managing Forecasts
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
■
Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98
Guidelines for generating a call distribution . . . . . . . . . . . . . . . . . . . .99
Generating a call distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
■
June 2007
Edit distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
7
Contents
Editing a call distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Displaying a call distribution graph . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Copying a call distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Deleting a call distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
■
Forecast request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Daily call projections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Generating a forecast with trends and previous year equivalent day call
projection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Generating a forecast with trends and average of equivalent days call
projection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Generating a forecast without trends and average of equivalent days
call projection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
■
Edit forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Editing a forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
■
Special events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Creating a special event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Editing a special event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
■
Deleting a special event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
■
Assign events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Assigning a special event. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Editing a special event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Deleting an assigned special event . . . . . . . . . . . . . . . . . . . . . . . . . 127
■
Firm dates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Creating and editing a firm date association . . . . . . . . . . . . . . . . . . 128
Deleting a firm date association . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Copying a firm date association . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
■
Closed days . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Entering closed days . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Copying closed days . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
6
Managing Schedules
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Contents
■
Schedule request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Closed days and fixed work shifts . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Creating a schedule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Maintaining schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Editing a schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Using the schedule viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
7
Managing Intraday Functions
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
■
Managing post-production activities . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Scheduling post-production activities . . . . . . . . . . . . . . . . . . . . . . . 144
Interpreting the analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Selecting an exception . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
■
Using the dashboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
■
Using the supervisor dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
■
Viewing coverage requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
■
Managing schedule trades. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Trading schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
■
Monitoring schedule adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Monitoring real time adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
How schedule adherence works. . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
How schedule conformity works. . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Displaying historical adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
■
Managing inbox messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Accessing your Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Approving exception requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Approving schedule trade requests . . . . . . . . . . . . . . . . . . . . . . . . . 165
8
Managing Reports
■
June 2007
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
9
Contents
9
■
Generating agents’ productivity reports. . . . . . . . . . . . . . . . . . . . . . . . . 168
■
Generating productivity reports by teams . . . . . . . . . . . . . . . . . . . . . . . 170
■
Generating the agent report card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
■
Generating schedule reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Displaying Historical Data
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
■
Displaying historical data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Displaying historical data in tabular format . . . . . . . . . . . . . . . . . . . 178
Displaying historical data in graph format . . . . . . . . . . . . . . . . . . . . 179
10
11
Managing Special Functions
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
■
Compiling Historical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
■
Merging historical data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Scheduling Multimedia Activities
■
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
■
Scheduling agents to respond to email . . . . . . . . . . . . . . . . . . . . . . . . . 186
■
Scheduling agents to support chat services . . . . . . . . . . . . . . . . . . . . . 188
Index
Introduction
Overview
Workforce Management (WFM) is an industry-leading software solution for multi-site
staff forecasting and scheduling.
Workforce Management allows call center managers to develop schedules for multiple
sites, manage key performance indicators, and manage real-time adherence.
Workforce Management provides the following features:
■
Manage scheduling of an unlimited number of sites from one or many
locations.
■
Manage scheduling for offices spread out in different time zones.
■
Manage scheduling of alternative media sources seamlessly, including chat,
email and faxes.
This document describes the Administration section of the Workforce Management
graphical user interface (GUI). From the Administration section, you can:
June 2007
■
Review the standard roles and privileges within each role and assign the roles
to users.
■
Create and maintain views. A view is a collection of entities that defines the
scope of privileges and level of accessibility a user has in Workforce
Management. A view controls which contact service queues (CSQ), teams,
agents, schedulers, and supervisors can apply their privileges.
■
Maintain user identities and assign roles and views to users.
■
Maintain default settings for date and language. Also maintain default
configurations for dashboards and schedules.
■
Review the status of processing tasks and cancel tasks as necessary.
■
Maintain the list of exceptions that an agent can request through their eAgent
services. A generic exception is a high level global type exception. These
generic exceptions can be selected by agents in “My Page” (eAgent) module
to indicate the type of time off they are requesting.
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Workforce Management 8.0 Adminstration User Guide
Intended audience
This document is written for supervisors who use Workforce Management to manage
agents’ schedules.
About this guide
Conventions used
This document uses the following conventions:
Convention
Use
Bold
Highlights keys, buttons, and menu items you can
select in the interface.
Code
Highlights file paths and code.
Italic
Highlights book titles, variables, and terms that are
defined.
>
The right angle bracket indicates a menu choice. For
example, “choose File > Open” means “click the File
menu, and then click Open.”
Definitions
This document uses the following acronyms:
12
■
WFM — Workforce Management
■
CSQ — Contact service queue
■
CSQ mapping — Contact service queue mapping
June 2007
Getting Started
Overview
This chapter explains how to:
June 2007
■
Log into Workforce Management
■
Navigate within the different menus and windows
■
Set preferences
■
Use buttons and icons in Workforce Management
13
Workforce Management 8.0
Logging into Workforce Management
To log into Workforce Management:
1. Enter the following URL in your web browser:
http://wfm:8087/c3/
Where wfm is the IP address of the server on which Workforce Management
application software is installed.
NOTE: The website address is case-sensitive.
The Workforce Management login window appears (Figure 1).
Figure 1.
Workforce Management login window
2. Enter your username and password.
3. Click GO to log into Workforce Management.
The Workforce Management window appears (Figure 2).
Figure 2.
14
Workforce Management window
June 2007
Navigating the menus
Navigating the menus
To navigate the main menu:
1. From the main menu, choose the section you want to access. The list of
related tasks appears.
2. Click the task you want to use. The page associated with this task appears on
the right side of the window.
To navigate a window list:
■
You can sort columns containing alphanumeric values in any table in
Workforce Management. To sort a table by a specific column, click the column
heading.
NOTE: Numbers are sorted from the first digit on the left hand side
without accounting for its size, for example: 3 is before 299, 1 is
before 0999, 34 is before 3104 and so on.
■
If the list of items exceeds the length of the window, the following options
appear at the bottom of the window (Figure 3).
Figure 3.
Paging mode
—
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. To display items on
multiple pages, click Paging mode.
—
To go directly to a page, enter the page number in the Goto field and click
Goto, or the page number.
The number of pages displayed between the left and right arrow icons
determines the number of pages that you skip when you click an arrow
key. As an example, consider a list that has 4 pages, as shown in Figure 3.
If you click the left arrow, you move forward 4 pages in the list. If you click
the double left arrow, you move forward 40 pages in the list. Clicking a
double arrow moves you 10 times as many pages forward or backward as
clicking a single arrow does.
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Workforce Management 8.0
16
—
To move forward or backward in small increments (for example, 4 pages
or
buttons.
at a time), use the
—
To move quickly forward or backward in large increments (for example, 40
or
buttons.
pages at a time {10 x 4}), use the
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General navigation information
General navigation information
Icon
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Name
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.
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 in small increments.
Previous group
Move backward in small increments.
Fast forward
Move quickly forward in large increments.
Fast backward
Move quickly backward in large increments.
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.
Preferences
Display the My preferences window.
Help
Display help.
About
Display the Workforce Management version.
Quit
End your session.
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Workforce Management 8.0
Setting preferences
Accessing the Preferences feature
To access preferences:
1. Click Preferences (upper-right corner) to display the preferences window
(Figure 4).
Selecting date format
To set the date format:
1. Click Preferences.
The General tab on the My preferences window appears (Figure 4).
Figure 4.
My preferences: General tab
2. Complete the field.
Field Name
Description
Date format
Select the date format you want to use in your future
sessions. The available options are:
• MM-dd-yyyy — Displays the date by month, day and
year.
• dd-MM-yyyy — Displays the date by day, month and
year.
• yyyy-MM-dd — Displays the date by year, month and
day.
3. Click
18
to save your changes.
June 2007
Setting preferences
Selecting a dashboard
To select a dashboard
1. From the My preferences window, click the Dashboard tab.
The Dashboard tab on the My preferences window appears (Figure 5).
Figure 5.
My preferences: Dashboard tab
2. Complete the fields.
Field Name
Description
Dashboard
view
Select the view you want to use for your dashboard
display. The available options are:
• Results x CSQ: Mapping
• Results x CSQ: Agent
• Results x CSQ: Calls
• Results x Team
• View: ASA
• View: All data
• View: Calls
• View: Occupancy
• View: Service Level
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Workforce Management 8.0
Field Name
Description
Statistics view
Select the view you want to use for your statistics display.
The available options are:
• Results x CSQ: Mapping
• Results x CSQ: Agent
• Results x CSQ: Calls
• Results x Team
• View: ASA
• View: All data
• View: Calls
• View: Occupancy
View: Service Level
Graph #1, #2
and #3 Data
Select the data to be graphed for each display in the
dashboard. The available options are:
• Forecasted Calls
• Agents Forecasted
• Forecasted service level
• Real occupancy ratio
• Forecasted 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
to save your changes.
Selecting schedule display parameters
To select schedule display parameters:
1. From the My Preferences window, click the Schedule tab.
The Schedule tab on the My preferences window appears (Figure 6).
20
June 2007
Setting preferences
Figure 6.
My preferences: Schedule tab
2. Complete the fields.
Field Name
Description
Show
unavailable
agents in the
schedule
From the scroll list, indicate if you want unavailable
agents to appear in the schedules.
Start time
Select the start time when you want the schedule display
to start.
Specify a start time and end time that suits your needs. 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.
End time
3. Click
Select the end time when you want the schedule display
to end.
to save your changes.
Changing your password
To change your password:
1. From the My Preferences window, click the Password tab.
The Password tab on the My preferences window appears (Figure 7).
Figure 7.
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My preferences: Password tab
21
Workforce Management 8.0
2. Complete the fields.
Field Name
Description
Old password
Enter your current password
You might be asked to change your password when you
first log into Workforce Management. You might also be
asked to change your password on a regular basis.
New
password
3. Click
22
Enter your new password.
to save your changes.
June 2007
Selecting a date
Selecting a date
There are many instances in Workforce Management where you need to enter a date.
The following task explains how to enter a date in Workforce Management.
To select a date:
1. Enter the date directly in the format selected in your preferences (see
"Selecting date format" on page 18).
2. Click the date field.
3. The Workforce Management calendar appears (Figure 8).
Figure 8.
Calendar
4. To select the date, click the year, month and day.
June 2007
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Workforce Management 8.0
24
June 2007
Managing the Environment
Overview
Use the Environment section in Workforce Management to manage:
June 2007
■
Contact service queues (CSQs) from Unified CCX
■
CSQ mappings between agents and CSQs
■
Exception types (for example, sick leave, vacation, meetings, or training)
■
Time zones
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Workforce Management 8.0 Supervisor User Guide
Contact service queues
In Unified CXX, contact service queues are the targets through which you route calls.
You can schedule agents to support the contact service queue call requirements. This
is why Workforce Management makes contact services queues 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 Sync
service, see the Cisco Unified Workforce Optimization Workforce Management
Installation Guide.
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 it is not
necessary to maintain a schedule 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 contact services queues into a virtual CSQ for
scheduling purposes. Consider creating a virtual contact service queue if you
have a group of agents who all support the same CSQs. For more information,
see "Scheduling multiple CSQs as a group" on page 26.
Scheduling multiple CSQs as a group
Consider creating a virtual contact service queue 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.
■
26
Premium and regular customer service CSQs
June 2007
Contact service queues
In this example, a contact center has one CSQ for premium customers and
another CSQ for regular customers. Customers who paid for the premium
service are routed through the premium CSQ. Premium customers reach the
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 location 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
contact service queue that do not exist in Unified CXX. 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.
Workforce Management compares the priority value for the two CSQs and
schedules agents for the CSQ with the higher priority first.
■
Standard call times
Workforce Management needs to know the amount of time calls for a CSQ
require in order to determine the number of agents needed. You can enter the
standard call times in Workforce Management. Alternatively, you can let
Workforce Management generate these values automatically based on
historical call data. See "Managing Forecasts" on page 97 for more
information.
■
Quality objective
You enter the service goals for the CSQ, expressed as a percent of calls
answered within a specified number of seconds. A more demanding service
objective requires a higher staffing level. The forecast feature uses the
service level when projecting the need for agents.
■
Hours
The hours that agents are available to accept calls for the CSQ.
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Workforce Management 8.0 Supervisor User Guide
■
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 74 for more information. If
the agent supports multiple CSQs, Workforce Management uses CSQ priority
to determine the CSQ that is added to the agent’s schedule.
If Workforce Management finds multiple agents available for the CSQ,
Workforce Management uses the following CSQ parameters to decide which
agents to schedule first.
28
—
Maximum availability — Indicates the maximum number of hours that the
agent is available across the work shift. It is the sum of maximum
availability for each day.
—
Minimum availability — Indicates the minimum number of hours that the
agent is available across the work shift. It is the sum of minimum
availability for each day.
—
Maximum availability for the week — Indicates the maximum number of
hours that the agent can work each week for the work shift.
—
Minimum availability for the week — Indicates the minimum number of
hours that the agent can work each week for the work shift.
—
Company seniority — Indicates the agent’s seniority within the company
based on the date when the agent started working for the company.
—
Service seniority — Indicates the agent’s seniority within the contact
center based on the date when the agent started working in the call
center.
—
Rank — Indicates the agent’s position relative to a metric key associated
with the CSQ. This value is used to define scheduling priority. See
"Managing the agent file" on page 63 for more information on company
seniority, service seniority and rank.
June 2007
Contact service queues
Figure 9.
CSQ work shift parameters used in Workforce Management
Maximum availability per
week
Minimum availability per
week
Minimum hours available
Maximum hours available
Figure 10.
CSQ agent parameters used in Workforce Management
Company seniority
Contact center seniority
Rank
You can specify the order in which Workforce Management uses these attributes when
generating a schedule. For example, you can specify Workforce Management to
consider company seniority 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.
CSQ mappings
A CSQ mapping is a mechanism used to link agents with a CSQ. A CSQ mapping has
no other purpose or effect. When the Workforce Management Sync service extracts a
CSQ identity from Unified CXX, it loads the CSQ 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 Sync service automatically creates CSQ
mappings for CSQs that it extracts from Unified CXX, you must create the CSQ
mapping for any virtual CSQ that you create.
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Workforce Management 8.0 Supervisor User Guide
If you want to schedule an agent to support a CSQ, 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
take agents away from serving callers. Workforce Management categorizes activities,
such as breaks and meals, which occur every work shift, as routine. These activities
are called work conditions.
Other activities that take agents from serving calls do not happen each work shift.
They can be external to the contact center efforts, such as illness, vacation, 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 take agents
from serving callers.
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.
30
June 2007
Managing agent CSQ mappings
Managing agent CSQ mappings
This section describes how to enter and edit CSQ mappings.
A CSQ mapping provides a mapping between CSQ and agents. Workforce
Management can schedule an agent for a CSQ only if the agent is assigned to the CSQ
mapping for the CSQ.
Figure 11.
CSQs, CSQ mappings and agents relationship in Workforce Management
Creating a CSQ mapping
To create a new CSQ mapping:
1. From the main menu, choose Environment > CSQ mapping.
The CSQ Mapping List appears (Figure 12).
Figure 12.
CSQ mapping List
2. Click
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to create a CSQ mapping.
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Workforce Management 8.0 Supervisor User Guide
3. Complete the fields.
Field Name
Description
Number
This is a required field. Enter the CSQ mapping number in this
field. This name can contain up to 25 alphanumeric characters.
Note that Workforce Management extracts the CSQ from Unified
CXX and displays the value for this CSQ ID from Unified CXX.
This field will be used to view the results for this CSQ mapping (for
example, Supervisor or Productivity).
NOTE: This value cannot be changed after you save this value.
Description
Enter the name of the CSQ mapping. This can contain up to 25
characters.
Note that Workforce Management extracts the CSQ from Unified
CXX and displays the name for this CSQ from Unified CXX.
The following tabs appear: Agents with this CSQ mapping and CSQs with this
CSQ mapping.
To add agents to this CSQ mapping, go to "Assigning agents to a CSQ
mapping" on page 33.
To edit a CSQ mapping:
1. From the main menu, choose Environment > CSQ mapping.
2. Click a CSQ mapping.
The General tab on the CSQ Mapping Detail window appears (Figure 13).
Figure 13.
CSQ Mapping Details: General tab
3. Apply changes to the CSQ mapping.
The fields are described in "Creating a CSQ mapping" on page 31.
4. Click
to save your changes.
To add agents to this CSQ mapping, go to "Assigning agents to a CSQ
mapping" on page 33.
32
June 2007
Managing agent CSQ mappings
Assigning agents to a CSQ mapping
To assign an agent to a CSQ mapping:
1. Click the Agents with this CSQ mapping tab.
The Agents with this CSQ mapping window appears (Figure 14).
Figure 14.
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. Select the agents you want to assign or un-assign holding down the Ctrl key to
select multiple agents. To assign selected agents, click the right arrow button
to move them to the Agents with the CSQ mapping box. To un-assign selected
agents, select the check box next to each agent and click the left arrow button
to move them to the Agent list.
4. Click
to save your changes.
NOTE: If there are no CSQ mappings associated with an agent, this
agent will not have a schedule.
Assigning CSQs to CSQ mapping
NOTE: Workforce Management extracts the CSQ from Unified CXX
and creates a one-to-one relationship between the CSQ and the CSQ
mapping.
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Workforce Management 8.0 Supervisor User Guide
To assign CSQs to a CSQ mapping:
1. Click the CSQs with this CSQ mapping tab.
The Assign CSQ tab on the CSQ mapping window appears (Figure 15).
Figure 15.
CSQ mapping: Assign CSQs
2. Select the CSQs you want to assign or un-assign holding down the Ctrl key to
select multiple CSQs. To assign selected CSQs, click the right arrow button to
move them to the CSQs with this CSQ mapping box. To un-assign selected
CSQs, select the check box next to each CSQ and click the left arrow button to
move them to the CSQs.
3. Click
to save your changes.
Deleting a CSQ mapping
To delete a CSQ mapping:
1. From the main menu, choose Environment > CSQ mapping.
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 dialog appears.
3. Click OK to dismiss the dialog.
34
June 2007
Managing contact service queues
Managing contact service queues
Use this feature to configure CSQs in Workforce Management. Figure 16 shows the
relationship between CSQs and CSQ mappings.
Figure 16.
CSQ mapping and CSQ relationship
Creating a CSQ
To create a new CSQ:
1. From the main menu, choose Environment > CSQs.
The Contact Service Queue List appears (Figure 17).
Figure 17.
(Contact Service Queue List
2. Click
to create a new CSQ.
Editing a CSQ
To edit a CSQ:
1. From the main menu, choose Environment > CSQs.
2. Click the CSQ number you want to edit.
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Workforce Management 8.0 Supervisor User Guide
The General tab on the CSQ Details window appears (Figure 18).
Figure 18.
CSQ details: General
3. Complete the fields.
Field Name
Description
Number
This is a required field. Enter the CSQs number in this field. This
name can contain up to 25 alphanumeric characters.
Note that Workforce Management extracts the CSQ from Unified
CXX and displays the value for this CSQ ID from Unified CXX.
See "Creating a virtual CSQ" on page 39 for more information.
36
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 data and intraday section. The CSQ does not appear in
the call distribution, forecast or schedules. Select this check box
when source CSQs are merged into a virtual CSQ and where no
distribution and forecasts are required.
Virtual CSQ
The Virtual CSQ check box is automatically selected when this
CSQ consists of merged source CSQs (see "Creating a virtual CSQ"
on page 39).
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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.
The description should be meaningful (you could use the same
one as in your telephony system). You can change the description
at any time.
Color
Click the Color field to display the color palette and select a color.
The default color is green. This color in the In service time column
on the schedule maintenance window.
You can select a color for each CSQ (for example, breaks, lunches
and exceptions). To avoid confusion, select a unique color for
each CSQ.
Priority
Enter the priority 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.
Workforce Management compares the priority value for the two
CSQs and schedules agents for the CSQ with the higher priority
first.
Standard talk
time
Enter the standard talk time for this CSQ. The standard talk time
can be an average or an objective.
You can specify that Workforce Management shall use the value
of standard talk time when calculating call forecasts. You can also
specify that Workforce Management shall update the value of
standard talk time after calculating call distribution.
Standard after
call work time
Enter the standard after call work time for this CSQ. The standard
after call work time can be an average or an objective.
You can specify that Workforce Management shall use the value
of standard after call work time when calculating call forecasts.
You can also specify that Workforce Management shall update the
value of standard after call work time after calculating call
distribution.
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Workforce Management 8.0 Supervisor User Guide
Field Name
Description
Quality
objectives
Enter the quality objective for this CSQ. For example, you can
specify all agents must respond to 80% of all calls within 20
seconds or less for this CSQ.
Workforce Management does not use the quality objective
entered here, it is for information purposes only.
The quality objectives can be adjusted when producing forecasts
in "Forecast request" on page 104.
Time zone
Use this option to generate a schedule for a source or virtual CSQ
that consists of many source CSQs covering different time zones.
Select the time zone for this CSQ from the list.
For example, you may create a virtual CSQ that consists of 2
source CSQs; one in Ottawa and the other in Vancouver. When
creating the Ottawa CSQ, you must select its time zone, which is
(GMT -5:00) Eastern (Canada and United States) and for
Vancouver (GMT -8:00) Pacific.
Always enter the time zone where the CSQ is located. Do not
forget to also enter the time difference for each of the source
CSQs when creating the virtual CSQ.
NOTE: With the time lag, if the virtual CSQ exceeds midnight (for
example, from 8h00AM to 1h00AM), the CSQ should be open 24
hours in the CSQ registry. Enter the same time differences for
each source CSQ in the CSQ merge.
Opening/
closing hours
To enter opening and closing hours, enter the time in the field or
click the icon next to this field.
Opening and closing hours entered in these fields are for the CSQ
and not for the call center. In other words, you should enter the
hours for which you want to record data. Workforce Management
captures data captured within the specified opening and closing
times and days. Workforce Management does not keep historical
data for unspecified times and days not specified.
Forecast
precision level
4. Click
38
The percentage that appears is the result of the Forecast
Precision Level calculation of the in the Special Function menu
(see "Compiling Historical Data" on page 182 for more
information).
to save your changes.
June 2007
Managing contact service queues
Assigning CSQ mappings to the CSQ
NOTE: Workforce Management extracts the CSQ from Unified CXX
and creates a one-to-one relationship between the CSQ and the CSQ
mapping.
To assign CSQ mappings to a CSQ:
1. Click the CSQ mappings tab.
The CSQ Mappings tab on the CSQ Details window appears (Figure 19).
Figure 19.
CSQ Details: CSQ Mappings
2. Select the CSQ mappings you want to assign or un-assign holding down the
Ctrl key to select multiple CSQ mappings. To assign selected CSQ mappings,
click the right arrow button to move them to the Assigned CSQ Mappings box.
To un-assign selected CSQ mappings, select the check box next to each CSQ
mapping and click the left arrow button to move them to the CSQ Mapping list.
3. Click
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 data. To create historical data for a virtual
CSQ, click the Historical Data Management icon at the bottom of the CSQs. For more
information, see "Merging historical data" on page 183.
Every time a distribution, forecast, scenario or schedule is recalculated for a source or
virtual CSQ, all cumulative statistical data, daily, weekly, monthly and yearly are
immediately available for tabular and graphic reports.
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Workforce Management 8.0 Supervisor User Guide
To add source CSQs to a virtual CSQ:
1. Click the Virtual tab.
The the Virtual tab on the CSQ Details window appears (Figure 20).
Figure 20.
CSQ Details: Virtual
2. Select the source CSQs you want to assign or un-assign holding down the Ctrl
key to select multiple source CSQs. To assign selected source CSQs, click the
right arrow button to move them to the Source CSQs associated box. To
un-assign selected source CSQs, select the check box next to each source
CSQ and click the left arrow button to move them to the Input CSQ list.
3. Entering a ratio to start merging only a portion of the captured data from
source CSQs. After having created an output CSQ, you can split captured data
of a CSQ into this output CSQ (see "Merging historical data" on page 183).
In the case of a merge CSQ having a different time zone, you can use the hour
gap field to enter the number of hours, plus or minus (for example, 3 or -3), for
the CSQs located in a different time zone. When call information of a CSQ(s) is
captured from another location to be merged with CSQs in a different time
zone, you have to indicate the number of hours, plus or minus, to ensure
reports are coherent (the right periods are added) for that CSQ.
NOTE: The merge created here is for the next time period and future
ones, an historical data merge has to be done also, see "Merging
historical data" on page 183.
4. Click
40
to save your changes.
June 2007
Managing contact service queues
Entering scheduling parameters
To enter the scheduling parameters for a CSQ:
1. Click the Parameters tab.
2. The Parameters tab on the CSQ Details window appears (Figure 21).
Figure 21.
Scheduling parameters
3. Click the Rebuild priorities button to reset the priorities to their default values.
The scheduling parameters indicate the order in which agents should be
scheduled. For example, to assign the most senior agents to this CSQ:
a. Enter 1 in the Start date (service) field.
b. Enter 6 in the Max. availability field.
Depending on your call center's policies, you can set the 7 different levels to
meet the desired scheduling order. For more information on scheduling
parameters, see "Maintaining CSQ attributes" on page 27.
4. Change the number in the priority field to change the preset priority order.
The first 4 items are related to work shifts (see "Managing work shifts" on
page 74) and the 3 last ones come from the agent file (see "Managing the
agent file" on page 63).
5. For each parameter, choose the order in which the parameter will be sorted
(for example, ascending or descending order).
NOTE: When you create a CSQ, these parameters are not
automatically linked. You must click Rebuild priorities to create the
link.
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Workforce Management 8.0 Supervisor User Guide
Deleting a CSQ
To delete a CSQ:
1. From the main menu, 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 in the first column and
(Delete).
click
The Workforce Management dialog appears.
Click OK to dismiss the dialog.
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June 2007
Managing exception types
Managing exception types
Use this feature to create different types of exceptions (for example, sick leave or
vacation) that can be applied to agents.
An exception is any kind of activity, except routine breaks and lunch, during which an
agent does not answer calls.
You can edit the list at any time. Ask your Human Resources department for their list
standard exception names or codes. Use this list to create the exception types in
Workforce Management.
Creating an exception type
To create an exception:
1. From the main menu, choose Environment > Exception Types.
The Exception Type List appears (Figure 22).
Figure 22.
Exception Type List
2. Click
to create an exception type.
Editing an exception type
To edit an exception:
1. From the main menu, choose Environment > Exception Types.
The Exception Type List appears (Figure 23).
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Workforce Management 8.0 Supervisor User Guide
Figure 23.
Exception Type List
2. Click an exception name.
The Exception Details window appears (Figure 24).
Figure 24.
Exception Details
3. Complete the fields.
Field Name
Description
Exception
Enter the exception name.
NOTE: It is recommended that you create a Holiday exception. The
schedules are not affected by closed days specified in the "Closed
days" on page 131 and you have to apply this Holiday exception to
all agents working on the related CSQs in order to account for all
exceptions, paid or unpaid.
44
Active
The Active check box is selected by default. Clear the check box to
deactivate the displayed exception.
Paid by
default
Select the Paid by default check box if this exception is paid by
default.
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Managing exception types
Field Name
Description
Color
Click the Color field to display the color palette and select a color.
The default color is red. This color in the Exceptions column on
the schedule maintenance window.
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
to save your changes.
5. Click the Agents having this exception tab.
6. The Agents having this exception tab on the Exceptions Details window
appears (Figure 25).
Figure 25.
Exception Details
7. Modify the agents with this exception.
For instructions about how to modify the information displayed on this tab,
see "Managing exceptions" on page 92.
Deleting an exception
To delete an exception:
1. From the main menu, choose Environment > Exception Types.
The Exception Type List appears (Figure 26).
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Workforce Management 8.0 Supervisor User Guide
Figure 26.
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.
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June 2007
Managing time zones
Managing time zones
Times zones are primarily affect CSQs and agents. In the CSQs, The time zone of a
CSQ should correspond to the location of CSQ (see "Creating a CSQ" on page 35). For
an agent, you must enter the time zone where the agent is located.
NOTE: In the Work Shift Registry (see "Creating a work shift" on page
74), it is important to convert the arrival (or departure) times of the
work shift to the time zone of the agents.
Displaying time zones
To display time zones:
1. From the main menu, choose Environment > Time zones.
The Time Zone List appears (Figure 27).
Figure 27.
Time Zone List
2. Click the time zone name you want to display or add CSQs and agents.
Adding CSQs to a time zone
To add CSQs to the displayed time zone:
1. Click the CSQ tab.
The CSQ tab on the Time Zone detail window appears (Figure 28).
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Workforce Management 8.0 Supervisor User Guide
Figure 28.
Time Zone detail: CSQ
2. Select the CSQs you want to assign or un-assign holding down the Ctrl key to
select multiple CSQs. To assign selected CSQs, click the right arrow button to
move them to the CSQs assigned box. To un-assign selected CSQs, select the
check box next to each CSQ and click the left arrow button to move them to
the CSQs list.
3. Click
to save your changes.
Adding agents to a time zone
To add agents to the displayed time zone:
1. Click the Agents tab.
The Time Zone Details window appears (Figure 29).
Figure 29.
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Time Zone Details
June 2007
Managing time zones
2. Select the agents you want to assign or un-assign holding down the Ctrl key to
select multiple agents. To assign selected agents, click the right arrow button
to move them to the Agents assigned box. To un-assign selected agents,
select the check box next to each agent and click the left arrow button to
move them to the Agent list.
3. Click
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to save your changes.
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Workforce Management 8.0 Supervisor User Guide
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June 2007
Managing Agents
Overview
Use the Agents section in Workforce Management to enter and maintain the call
center's agents and teams in the Workforce Management database. You will learn
how to:
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■
Create and modify teams
■
Create and modify agent files
■
Create and maintain work shifts
■
Enter work conditions (lunch and breaks) and link them to the created work
shifts
■
Assign work shifts to agents
■
Assign exceptions to agents
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Workforce Management 8.0 Supervisor User Guide
Teams
The Sync service extracts the following information from Unified CCX and loads it into
Workforce Management:
■
Teams
■
Agents
■
Team membership
During the synchronization process, Workforce Management designates the Unified
CCX team as the agent’s main team in Workforce Management. Main teams are used
by agents to:
■
Compare their statistics to the main team’s statistics in eAgent services.
NOTE: Agents cannot see the statistics for any other team.
■
Request time off or trade shifts that only the supervisor for the agent’s main
team can approve.
You can create additional team in Workforce Management and assign agents to these
teams. Teams created in Workforce Management do not exist in Unified CCX. In
Unified CXX, there is a one-to-one relationship between an agent and a 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
for the following reasons:
52
■
Some reports are organized by team. Placing a group of agents in a team
allows you to see reporting for the group.
■
It is easier to apply changes to a large group of agents by team, rather than
selecting each agent from a larger list of agents. Workforce Management
allows you to filter agent lists by team.
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Agents
Agents
You can add agents, maintain their identity information and delete agents in Unified
CCX. The Sync 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.
Workforce
Management
Agent Identity
Attribute
Unified CCX
Attribute
Employee number
User ID
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 value is the initial
value for this field. Any changes made
to this field in Unified CCX is copied to
Workforce Management through the
Sync service.
Last Name
Last Name
The Unified CCX value is the initial
value for this field. Any changes made
to this field in Unified CCX is copied to
Workforce Management through the
Sync service.
User Code
Agent User ID
The Unified CCX value is the only value
for this field. Once a value is entered in
Unified CCX, it cannot be changed.
Log ID
Agent User ID
The Unified CCX value is the initial
value for this field.
Active
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Comments
When Workforce Management loads
and agent from Unified CCX, the agent
is inactive. You must select the Active
check box to activate the agent for
scheduling.
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Workforce Management 8.0 Supervisor User Guide
Workforce
Management
Agent Identity
Attribute
Team membership
Unified CCX
Attribute
Team
membership in
Unified CCX
Comments
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:
54
■
Start date company — This is the date when the agent started working for the
company and not necessarily in the call 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
call center. Workforce Management uses information for scheduling based on
an agent’s seniority within the call 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
sales closed or the percent 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.
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Work shifts
Work shifts
You can assign work shifts to agents for specific weeks. The work shift identifies when
an agent can work during the week. When configuring a work shift you need to
determine whether the work shift is flexible or fixed.
Work shifts can be assigned on a week-by-week basis. If you use work shift rotations
where an agent works different shift over a series of weeks, you define the shifts and
rotation sequence.
Fixed work shift
A fixed work shift has the following characteristics:
■
Work days during the week are fixed
■
Hours worked each day are fixed
■
The shift start time each day is fixed
You only need to specify the work days, hours and start time each day for a fixed work
shift.
Variable work shift
A variable work shift has the following characteristics:
■
Minimum and maximum days per week and hours per day (page 55)
■
Earliest and latest start times (page 55)
■
Optimization (page 56)
You need to specify these characteristics for a variable work shift.
Minimum and maximum days per week and hours per day
With a flexible work shift, you want to constrain 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 can specify the minimum and maximum number of days per week and
hour per week for the work shift. Then you can specify the minimum and maximum
number of hours for each day of the week that the agent can work for the day. You can
also specify a day off for the agent.
Earliest and latest start times
Determine when you want the agent to start work and when the agent is able to start
work. Once you know the earliest and latest possible start times, you can configure
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Workforce Management 8.0 Supervisor User Guide
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 day. This feature has no effect on agents with fixed work shifts because
those agents are scheduled to work a work shift 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 that are not already covered
by agents scheduled with fixed work shifts. If an agent with a variable work
shift is available, and a requirement exists for an agent at the beginning of the
day, 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.
Figure 30 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.
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June 2007
Work shifts
Figure 30.
Multilinear: Agents are scheduled when they are first required
Figure 31 displays a optimum schedule for a contact center with staggered arrival
times to provide the best coverage possible.
Figure 31.
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.
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Workforce Management 8.0 Supervisor User Guide
Work conditions
A work condition identifies a routine activity during the work shift (for example, a break
or lunch) that prevents the agent from answering calls. For each work condition
activity, you must identify the following information:
■
Name of the work condition
■
Duration
■
Minimum and maximum that can elapse between the start of the work shift
and the work condition.
■
Minimum and maximum between that start of the previous work condition
and the next work condition
■
The time, in 5 or 15 minute increments, in which Workforce Management can
schedule the work condition
For more information on exceptions, see "Managing work conditions" on page 82.
You can also enter non-routine exception activities (for example, medical
appointments, vacations, training and project work) that prevents the agent from
answering calls. Workforce Management recognizes these exceptions as unavailable
time when determining scheduled. For more information on exceptions, see
"Managing exceptions" on page 92.
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June 2007
Work conditions
Managing teams
Use this feature to create teams in Workforce Management.When the Workforce
Management Sync service extracts a team from Unified CXX, it loads the team into
Workforce Management. You can create additional teams in Workforce Management.
In Workforce Management, a team is a grouping of agents. An agent can belong to
many teams.
When you create a team, you need to know how the call center is organized. Your call
center might include more than one site, department and supervisor. Understanding
your call center's hierarchy will help you when you create a hierarchy in Workforce
Management. The hierarchy is used when you print schedules and reports. The
hierarchy allows you to generate schedules and reports by teams.
Creating a team
To create a team:
1. From the main menu, choose Agents > Teams.
The Team List appears (Figure 32).
Figure 32.
Team List
2. Click
to create a team.
The General tab on the Team details window appears (Figure 33).
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Workforce Management 8.0 Supervisor User Guide
Figure 33.
Team details: General tab
3. Complete the fields.
Field Name
Description
Number
This is a required field. Enter the team name or number in this
field. This team name or number can contain up to 12
alphanumeric characters.
Note that Workforce Management extracts the team from Unified
CXX and displays the value for this Unified CCX team.
NOTE: Once entered, the team name or number cannot be
changed.
Team
Enter the team name in this field. The team name can contain up
to 25 characters.
Note that Workforce Management extracts the team from Unified
CXX and displays the value for this Unified CCX team name.
NOTE: Once entered, the team name cannot be changed.
Default team
Select the Default Team check box if you want this team to be
pre-selected when you create a new agent. (See "Creating an
agent" on page 63 for more information.)
Editing a team
To edit a team:
1. From the main menu, choose Environment > Teams.
The Team List appears (Figure 34).
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June 2007
Work conditions
Figure 34.
Team List
2. Click a team name.
The General tab on the Team details window appears (Figure 35).
Figure 35.
Team details: General tab
3. Complete the fields. The fields are described in "Creating a team" on page 59.
4. Click
to save your changes.
The Member agents tab appears.
Assigning agents to the team
To assign agents to the team:
1. Click the Assigned Agents tab.
The Assigned Agents tab on the Team Details window appears (Figure 36).
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Workforce Management 8.0 Supervisor User Guide
Figure 36.
Team Details: Assigned Agents
2. Select the agents you want to assign or un-assign holding down the Ctrl key to
select multiple agents. To assign selected agents, click the right arrow button
to move them to the Assigned Agents box. To un-assign selected agents,
select the check box next to each agent and click the left arrow button to
move them to the Agent list.
3. Select the check box of the main team of agent. 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.
4. Click
to save your changes.
Deleting a team
To delete a team:
1. From the main menu, 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 heading first column and click
(Delete).
The Workforce Management dialog appears.
Click OK to dismiss the dialog.
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Managing the agent file
Managing the agent file
Use this feature to:
■
Create agents
■
Add teams to an agent
■
Add CSQ mappings to an agent
■
Display a work shift rotation
■
Display an agent's exceptions.
If you selected Default agent, CSQ mappings or Team when you created team and
agent CSQ mappings, these options will be your default values when you create a new
agent.
Creating an agent
To create an agent:
1. From the main menu, choose Agents > Agents.
The Agent List appears (Figure 37).
Figure 37.
Agent List
2. Click
to create an agent.
The Agent Details window appears (Figure 38).
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Workforce Management 8.0 Supervisor User Guide
Figure 38.
Agent Details
3. Complete the fields.
Field Name
Description
Employee
number
Enter the employee number. This number is required and must be
unique.
Note that Workforce Management extracts the agent from Unified
CXX and displays the value for this Unified CCX Resource ID.
Active
Clear the Active check box to deactivate the agent. When
generating a schedule, Workforce Management only displays
active agents.
NOTE: Delete all work shifts assigned to this agent before you
deactivate the agent (see "Assigning work shifts" on page 88).
This action removes the link between the work shifts and the
agent.
First name
Enter the agent’s first name. This field is required.
Last name
Enter the agent’s last name. This field is required.
User code
The user code created in the agent file automatically creates a
Workforce Management user. See the Administration User Guide
for more information. An entry in this field is required for the user
to log in to the Workforce Management.
Note that Workforce Management extracts the agent from Unified
CXX and displays the value for this Unified CCX Resource ID.
Password
64
Enter the password for the user code.
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Managing the agent file
Field Name
Description
Log ID
Enter the agent's telephone ID (login ID). Since Workforce
Management uses Log ID to identify an agent, Log ID must be
unique. This field is required.
Note that Workforce Management extracts the agent from Unified
CXX and displays the value for this Unified CCX Resource ID.
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.
Start date
company
Enter the date when the agent started working for the company.
Start date
service
Enter the date when the agent started working in the call center.
End date
Enter the termination date in this field when the agent no longer
works for the company. When a termination date is entered in this
field, Workforce Management will no longer schedule the agent
after this entered date. This field operates independently of the
agent’s active status. Workforce Management schedules the
agent up to and including the entered date.
This is the date when the agent started working for the company
and not necessarily in the call center. This field is required.
Workforce Management uses this information for scheduling
based on an agent's seniority within the company.
This is the date when the agent started working in the call center.
This field is required. Workforce Management uses information
for scheduling based on an agent’s seniority within the call
center.
This is the date when the agent stops working for the company.
When you enter this day, Workforce Management can scheduled
the agent to work up to 23h59 on the entered date. In other
words, a work shift can be scheduled to start prior to 23h59 on
that date, but will not be scheduled after 24h00 of the entered
date.
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Workforce Management 8.0 Supervisor User Guide
Field Name
Description
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 percent 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.
Select the Disabled option only if schedules are produced for
agents localized in different time zones.
For example, if the agent is located in the Montreal call center,
select the (GMT -5:00) Eastern (Canada and United-States time
zone). If this agent is located in the Vancouver call center, select
the (GMT -8:00) Pacific time zone. Remember, you must select
the time zone in which the agent is located.
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 service is
located. See "Creating a work shift" on page 74 for more
information.
Editing an agent
To edit an agent:
1. From the main menu, choose Environment > Agents.
The Agent List appears (Figure 39).
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Managing the agent file
Figure 39.
Agent List
2. Click an agent name.
The Agent Details window appears (Figure 40).
Figure 40.
Agent Details
3. Complete the fields.
Field Name
Description
Employee
number
Enter the employee number. This number is required and must be
unique.
Note that Workforce Management extracts the agent from Unified
CXX and displays the value for this Unified CCX Resource ID.
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Workforce Management 8.0 Supervisor User Guide
Field Name
Description
Active
Clear the Active check box to deactivate the agent. When
generating a schedule, Workforce Management only displays
active agents.
NOTE: Delete all work shifts assigned to this agent before you
deactivate the agent (see "Assigning work shifts" on page 88).
This action removes the link between the work shifts and the
agent.
68
First name
Enter the agent’s first name. This field is required.
Last name
Enter the agent’s last name. This field is required.
User code
The user code created in the agent file automatically creates a
Workforce Management user. See the Administration User Guide
for more information. An entry in this field is required for the user
to log in to the Workforce Management.
Password
Enter the password for the user code.
Log ID
Enter the agent's telephone ID (login ID). Since Workforce
Management uses Log ID to identify an agent, Log ID must be
unique. This field is required.
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.
Start date
with the
company
Enter the date when the agent started working for the company.
Start date in
the service
Enter the date when the agent started working in the call center.
This is the date when the agent started working for the company
and not necessarily in the call center; the later is entered in the
next field. This field is required. Workforce Management uses this
information for scheduling based on an agent's seniority.
This is the date when the agent started working in the call center,
not the company. This field is required and is used to define
scheduling by seniority.
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Managing the agent file
Field Name
Description
End date
Enter the termination date in this field when the agent no longer
works for the company. When a termination date is entered in this
field, The Workforce Management will no longer schedule the
agent after this entered date. This field operates independently of
the agent’s active status. Workforce Management schedules the
agent up to and including the entered date.
This is the date when the agent stops working for the company.
When you enter this day, Workforce Management can scheduled
the agent to work up to 23h59 on the entered date. In other
words, a work shift can be scheduled to start prior to 23h59 on
that date, but will not be scheduled after 24h00 of the entered
date.
Rank
Enter the agent's rank using alphanumeric characters. This is an
optional field used primarily to rank agents based on their
seniority and expertise. Workforce Management uses this value
to define scheduling priorities. See information on the parameter
tab in "Creating a virtual CSQ" on page 39 for more information.
Time zone
Select a time zone from the list.
Select the Disabled option only if schedules are produced for
agents localized in different time zones.
For example, if the agent is located in the Montreal call center,
select the (GMT -5:00) Eastern (Canada and United-States time
zone). If this agent is located in the Vancouver call center, select
the (GMT -8:00) Pacific time zone. Remember, you must select
the time zone in which the agent is located.
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 service is
located. See "Creating a work shift" on page 74 for more
information.
4. Click Notes on agent.
The Notes on agent pane appears (Figure 41).
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Workforce Management 8.0 Supervisor User Guide
Figure 41.
Notes on agent
5. Complete the fields.
Field Name
Description
Note
Enter information regarding this agent in this field.
Scheduled
message
Enter a message in this field. This message appears on individual
schedules up to and including the date specified in the Do not
print after field.
Do not print
after
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.
6. Click
to save your changes.
The Work shift, Teams, CSQ mapping and Exceptions tabs appear.
Adding teams to the agent
To add teams to the agent:
1. From the Agent Details window, click the Teams tab.
The Teams Tab on the Agent Details window appears (Figure 42).
Figure 42.
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Agent Details: Teams tab
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2. Select the teams you want to assign or un-assign holding down the Ctrl key to
select multiple teams. To assign selected teams, click the right arrow button
to move them to the Member of these teams box. To un-assign selected
teams, select the check box next to each team and click the left arrow button
to move them to the Team List.
3. Click
to save your changes.
Adding CSQ mappings to the agent
To add CSQ mappings to the agent:
1. From the Agent Details window, click the CSQ mapping tab.
The CSQ mapping tab on the Agent Details window appears (Figure 43).
Figure 43.
Agent Details: CSQ Mappings tab
2. Select the CSQ mappings you want to assign or un-assign holding down the
Ctrl key to select multiple CSQ mappings. To assign selected CSQ mappings,
click the right arrow button to move them to the Assigned CSQ mappings box.
To un-assign selected CSQ mappings, select the check box next to each CSQ
mapping and click the left arrow button to move them to the CSQ mapping list.
3. Click
to save your changes.
Displaying an agent’s work shift rotation
To display an agent’s work shift rotation:
1. From the Agent Details window, click the Work shift tab.
The Work shifts tab on the Agent Details window appears (Figure 44).
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Figure 44.
Agents Details: Work shifts tab
2. Click Edit the agent’s rotation button.
The work shift assignment window appears. For a full description of this
feature, see "Assigning work shifts" on page 88.
Displaying an agent’s exceptions
To display an agent’s exceptions:
1. From the Agent Details window, click the Exceptions tab.
The Exceptions tab on the Agent Details window appears (Figure 45).
Figure 45.
Agent Details: Exceptions tab
2. Click a number in the Number column.
The exceptions assignment window appears. For a full description of this
function, see "Assigning an exception" on page 92.
Deleting an agent’s exceptions
To delete an agent’s exception:
1. From the Agent Details window, click the Exceptions tab.
The Exceptions tab on the Agent Details window appears (Figure 46).
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Figure 46.
Agent Details: Exceptions tab
2. To delete one or more exceptions, select the check box next to each exception
(Delete).
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.
Click OK to dismiss the dialog.
3. Click
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Managing work shifts
Use this feature to create work shifts. A work shift identifies when an agent can work
by day of week.
Creating a work shift
To create a work shift:
1. From the main menu, choose Agents > Work shifts.
The Work shift List appears (Figure 47).
Figure 47.
Work shift List
2. Click
to create a work shift.
The General Tab on the Work shift Detail window appears (Figure 48).
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Managing work shifts
Figure 48.
Work shift Detail: General tab for variable work shift
3. Complete the fields.
Field Name
Description
Name
Enter the name of the work shift. The name of the work shift must
be meaningful, so you can readily assign this work shift to agents.
For example, you could enter the following name:
Var30, 4-7 hours, Mon-Sun, min3-max7, 8h00-14h00.
Where:
• Var30 indicates a variable 30 minutes
• work shift- 4-7 hours indicates the agent is available for a
minimum of 4 hours and a maximum of 7 hours.
• Mon-Sun indicates the agent the work shift is available from
Monday to Sunday
• min3-max7 indicates the agent will work at least 4 hours and
at most 7 hours
• 8h00-14h00 indicates the work shift starts at 8h00 and ends
at 14h00.
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Field Name
Description
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 will no
longer appear on the agents' schedule. You need to determine if
another work shift can be assigned to the agents.
Work shift
type
Select the work shift type. Your options are:
• Fixed work shift: in service — When chosen, Workforce
Management displays one field for Hours per week and one
field for Days per week.
• Variable work shift — When chosen, Workforce Management
displays a Minimum and Maximum fields for the Hours per
week and Days per week.
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)
■
At the earliest or At the latest
If everything is equal, the work shift is fixed.
Hours per
week
If you selected Fixed work shift: in service, enter the number of
hours per week for this work shift. If you selected Variable work
shift, enter the minimum and maximum number of hours per
week for this work shift.
Days per week
if you selected Fixed work shift: in service, enter the number of
days per week for this work shift. If you selected Variable work
shift, enter the minimum and maximum number of hours 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
8h00, 8h15, or 8h30 and the number of hours worked would be
3, 3.25, 3.5, 3.75.
Optimization
Select the optimization method you want to apply to this work
shift. The available optimization methods are:
• Multilinear
• Optimum
When you are creating a new work shift, the default value is
optimum. For more information, see "Optimization" on page 56.
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Field Name
Description
Detailed Parameters
Minimum and
maximum
number of
hours
Enter the minimum and maximum number of hours to be worked
(paid hours, usually excludes lunch) in the format HH:MM.
Days off
allowed
Select the check box associated with each day an agent is
allowed off. If you clear one or more of these check boxes, it
indicates that days off are not allowed on the cleared days.
Arrival and
departure
times
Enter or select the arrival and departure times in the following
fields:
• At the earliest — Enter or select the earliest arrival time
allowed in this field. Time can be specified in 15 or 30 minute
increments.
• At the latest — Enter enter or select the latest arrival time
allowed in this field. Time can be specified in 15 or 30 minute
increments.
NOTE: If you generate a schedule on a virtual CSQ that is located
in a different time zone than the agents’ time zone, you must
convert the arrival time (or departure time) of the work shift to the
time specified for the virtual CSQ.
For example, the virtual CSQ on which agents are taking calls is
located in Moncton, NB. Moncton, NB is in the Atlantic time zone.
Agents are located in Montreal. If the agents’ At the earliest
arrival time is 08:00 in Montreal and their At the latest arrival
time is 10:30, you must change these times to 09:00 and 11:30
to match the virtual CSQ time zone.
Figure 49.
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4. Click
to save your changes.
The General, Agents, and Associated work conditions tabs appear.
Editing a work shift
To edit a work shift:
1. From the main menu, choose Agents > Work shifts.
The Work shift List appears (Figure 50).
Figure 50.
Work shift List
2. Click a work shift name from the list.
3. The General tab on the Work shift Detail window appears (Figure 51).
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Figure 51.
Work shift details: General tab
4. Complete the fields. The fields are described in "Creating a work shift" on
page 74.
5. Click
to save your changes.
Displaying agents associated with a selected work
shift
To display agents associated with a selected work shift:
1. From the Work shift Detail window, click the Agents tab.
The Agents tab on the Work shift Detail window appears (Figure 52).
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Figure 52.
Work shift detail: Agents tab
2. Click an agent number in the Number column, the agent file window is
displayed (see "Creating an agent" on page 63).
Associating work conditions with a work shift
To associate work conditions with a work shift:
1. From the Work shift Detail window, click the Associated work conditions tab.
2. The Associated work conditions tab on the Work shift Detail window appears
(Figure 53). See "Creating a work condition" on page 82 for a detailed
description.
Figure 53.
Work shift Detail: Associated work conditions
3. Select the work conditions you want to assign or un-assign holding down the
Ctrl key to select multiple work conditions. To assign selected work conditions,
click the right arrow button to move them to the work conditions associated
box. To un-assign selected work conditions, select the check box next to each
work condition and click the left arrow button to move them to the Work
conditions list.
4. Click
80
to save your changes.
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Managing work shifts
Deleting a work shift
To delete a work shift:
1. From the main menu, choose Agents > Work shifts.
The Work shift List appears (Figure 54).
Figure 54.
Work shift List
2. To delete one or more work shifts, select the check box next to each work shift
(Delete).
and click
To delete all work shifts, select the check box in the heading first column and
(Delete).
click
The Workforce Management dialog appears.
3. Click OK to dismiss the dialog.
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Managing work conditions
Work conditions are sets of rules used to identify break and lunch times within work
shifts. A work condition may be linked to fixed or variable work shifts.
You must set up a work condition for each duration of a work shift in a day. If a
standard work shift is 7½ hours and an agent has a variable work shift that could be
either a 4.5 or 6 hour day, then you need a work shift definition for each work shift
(4.5, 6 and 7½ hours).
Creating a work condition
To create a work condition:
1. From the main menu, choose Agents > Work conditions.
The Work condition List appears (Figure 55).
Figure 55.
Work condition List
2. Click
to create a work condition.
The General Tab on the Work condition Detail window appears (Figure 56).
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Managing work conditions
Figure 56.
Work condition Details: General tab
3. Complete the fields.
Field Name
Description
Name
Enter the name of the work condition. This is a required field. The
name must be meaningful so you can easily recognize it by its
name without looking at the details.
Hours of work
per day
Enter the number of paid hours covered by this work condition in
HH:MM format. For example, enter 07:30 for 7½ hours.
You must set up a work condition for each duration of a work shift
in a day. If a standard work shift is 7½ hours and an agent has a
variable work shift that could be either a 4.5 or 6 hour day, then
you need a work shift definition for each work shift (4.5, 6 and 7½
hours).
If you do not, Workforce Manage will not schedule breaks and
lunch.
General
condition
Select the General Condition check box if there are no work
conditions linked to one or more work shifts. Workforce
Management will use this work condition.
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 breaks or lunch to
agents assigned to this work shift.
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Field Name
Description
As of
Enter the amount of time in HH:MM format when this work
condition applies. If you want to cover all work periods, enter
00:00.
Applicable
days
Select the check box associated with each day when this work
condition applies. You can set up to 28 different work conditions
for the same block of hours.
For example, you can specify a 07:30 hour work condition for
Saturday only with an arrival time from 06:00 to 11:30. If you
apply this process to each day of the week, you have 28 possible
arrival times.
4. Click Breaks to open the dialog, then click Add to add an activity line.
5. Complete the fields.
Field Name
Description
Activity name
Enter the activity name. This name is associated with a break or
lunch. For example, you could have a Morning break, Lunch and
Afternoon break.
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 number of hours after which the break or lunch will
start. This is always calculated from the arrival time.
NOTE: To optimize your schedule, increase the time between the
minimum and maximum delay.
84
Maximum
delay
Enter the maximum delay using the HH:MM format. The maximum
delay is the number of hours after which the break or lunch will
end. This is always calculated from the arrival time.
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 increments (in HH:MM format). You can specify
increments in minutes. It is generally best to specify an a time
increment that is supported by the database.
Paid portion
Specify (in minutes) the portion of the work condition that is paid.
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Managing work conditions
Field Name
Description
Minimum
interval
Enter a minimum interval (in minutes) between breaks.
NOTE: The minimum interval of the first break should be “0” since
there is no previous break.
Color
Click the Color field to display the color palette and select a color.
The default colors are:
• Yellow for breaks
• Magenta for lunch
These colors appear in the schedule maintenance window.
You can select a color for each break or lunch. To avoid confusion,
select a unique color for each work condition.
6. Click
to save your changes.
The Associated work shifts tab appears.
Editing a work condition
To edit a work condition:
1. From the main menu, choose Agents > Work conditions.
The Work condition List appears (Figure 57).
Figure 57.
Work condition List
2. Click a work condition name.
The General Tab on the Work condition Detail window appears (Figure 58).
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Workforce Management 8.0 Supervisor User Guide
Figure 58.
Work condition Details: General tab
3. Complete the fields. The fields are described in "Creating a work condition" on
page 82.
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 82
6. Click
to save your changes.
Associating work shifts to work conditions
To associate work shifts to the work condition:
1. Click the Associated work shift tab.
The Associated work shifts tab on the Work Condition Detail window appears
(Figure 59).
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Managing work conditions
Figure 59.
Work condition detail: Associated work shifts tab
2. Select the work shifts you want to assign or un-assign holding down the Ctrl
key to select multiple work shifts. To assign selected work shifts, click the
right arrow button to move them to the Work shifts associated box. To
un-assign selected work shifts, select the check box next to each work shift
and click the left arrow button to move them to the Work shift list.
3. Click
to save your changes.
Deleting a work condition
To delete a work condition:
1. From the main menu, choose Agents > Work conditions.
The Work condition List appears (Figure 60).
Figure 60.
Work condition List
2. To delete one or more activities, select the check box next to each activity and
(Delete).
click
To delete all activities, select the check box in the heading first column and
(Delete).
click
The Workforce Management dialog appears.
3. Click OK to dismiss the dialog.
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Managing work shift assignments
Use this feature to assign work shifts to agents. IF an agent works a different shift
each week based on a work shift rotation, you can specify the work shift rotation cycle.
Assigning work shifts
To assign a work shift:
1. From the main menu, choose Agents > Assign Work shifts.
The Work shift rotation tab on the Work shift Assignments window appears
(Figure 61).
Figure 61.
Work shift assignments: Work shift rotation
2. Choose a CSQ mapping from the Filter agent by CSQ Mapping list.
3. Choose a team from the Filter agent by team list.
4. Choose the agent to whom you want to assign a work shift from the Select an
agent list.
5. To create a new rotation, click
to display the next 14 weeks.
6. Under All defined work shifts, select a work shift to assign to the agent.
7. Select the weeks to which you want to assign the work shift.
The following procedure applies to all the following assignment options:
■
88
If you assigning a single work shift, select the check box next to each of
.
the weeks following the first work shift, and click
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Managing work shift assignments
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 and generate the weekly schedule production, you will see the
Automatic work shift rotation selected by default. See "Automated work
shift rotation" on page 135 for more information. An automatic work shift
rotation follows this schedule until you decide to change it.
■
To replace the selected weeks, click
.
■
To insert a work shift before the selected weeks, click
■
To insert a work shift after the selected weeks, click
■
To delete the rotation (all work shifts), click
remain).
■
To add a work shift (split shift), click
.
.
(the listed weeks
.
For example, you could have a split shift on 1, 2, 3 days or even for the
whole week if you want an agent to work 4 hours in the morning from
8h00 to noon and 3 hours in the evening from 18h00 to 21h00 and this,
in the same day.
NOTE: Both work shifts have to have been created in such a way not
to be in conflict with one another.
To advance (start the rotation one week earlier) one week the rotation,
click .
To postpone (postpone the rotation one week later) one week the rotation,
click .
After having clicked the box of one or more work shifts in the rotation,
to delete.
click
NOTE: Once your rotation model is created, do not forget to remove
the remaining weeks, as even if it is empty, it will be considered.
Copy a work shift rotation
To copy a work shift rotation to other agents:
1. From the main menu, choose Agents > Assign work shifts.
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The Work shift rotation tab on the Work shift Assignments window appears
(Figure 62).
Figure 62.
Work shift assignments: Work shift rotation
2. To copy the work shift rotation, click
.
The Select one or more agents window appears (Figure 63).
Figure 63.
Select one or more agents window
3. Select the agents to which you want to copy the displayed work shift rotation.
4. From the Work shift rotation tab on the Work shift Assignments window, click
to paste the work shift rotation to the selected agents.
5. Click
to save your changes.
Displaying assigned work shifts
To display assigned work shifts:
1. From the Work shift Assignments window, click the Assigned work shifts tab.
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2. The Assigned work shifts tab on the Work shift Assignments window appears
(Figure 64).
Figure 64.
Work shift Assignments: Assigned work shifts
3. Enter a date in the Select a date field.
4. Click Display assignments to display assigned work shifts for the selected
date.
5. Click the work shift under the Work shift name column to display agents
assigned to this work shift.
6. Click
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Managing exceptions
An exception (or restriction) identifies when the agent is not available to answer calls.
If an exception is assigned to an agent, Workforce Management schedules another
agent to work during the agent’s absence to cover the requirement.
An exception must conform to the following rules:
■
An exception must appear within the availability limits of the agent.
■
The maximum length of an exception automatically adjusts to the maximum
availability if this length of the exception is greater than the maximum
availability.
■
Workforce Management ignores an exception that overflows outside of the
availability period. The exception is restricted to boundaries specified by the
availability period.
Assigning an exception
To assign an exception:
1. From the main menu, choose Agents > Exceptions.
2. The Exception Assignments window appears (Figure 65).
Figure 65.
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Exception Assignments
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Managing exceptions
3. Complete the fields.
Field Name
Description
Team list
Select the team of the agent to whom you want to assign the
exception.
Agent list
Select the agent you want to assign an exception holding down
the Ctrl key to select multiple agents.
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.
Note that when you choose this option, the Ends on option is
disabled. This option is directly related to Frequency and
Occurrences.
Entire day
Select Entire day if the exception covers the whole service day. In
the schedules, the (unpaid) lunch period is unavailable and the
end time corresponds to the time for the total day.
Start time
Enter start time in the HH:MM format.
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 lunch time.
End time
Enter end time in the HH:MM format.
Hours
Displays the total number of hours.
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 "Creating an
exception type" on page 43, However, you can change it here.
Frequency
Choose the frequency of this occurrences. The options are Daily,
Weekly, Monthly and Yearly. See "Exception examples" for more
information.
Occurrence
Enter the number of weeks in which this event occurs and choose
the days on which this event occurs.
4. Click
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Exception examples
The following list provides typical examples used when defining frequency and
occurrence of exceptions.
■
An agent is assigned to special administration work for 2 months. The
assignment starts one July 2nd and ends on September 21st. The agent is
required to perform this administration work on every Wednesday and
Thursday from 10h00 to noon. Figure 66 shows how to enter this exception.
Figure 66.
■
A group of agents must attend ten meetings on Mondays every other week for
1 hour. The meeting runs from 14h00 to 15h00. The meetings start on March
5th. (Note that the Ends on is disabled.) Figure 67 shows how to enter this
exception.
Figure 67.
94
Example 1
Example 2
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Managing exceptions
■
Starting on January 1st, the call center assigns 2 agents to prepare statistics
reports for one full day on the 5th day of every third month. Figure 68 shows
how to enter this exception.
Figure 68.
■
Example 3
4 agents are required to mail the monthly statements from 8h00 to noon, the
first Monday of every month, from the beginning of the year. Figure 69 shows
how to enter this exception.
Figure 69.
Example 4
Alternatively, you could specify 12 occurrences without an end date. Figure 70
shows how to enter this exception.
Figure 70.
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Example 5
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Managing Forecasts
Overview
Forecasting is an essential part of Workforce Management. It provides the basis for
creating schedules. Use the Forecasting section to:
■
Generate and edit distributions.
■
Identify special events in the past that resulted in either higher than average
or below average activity in the historical data and apply adjustment to the
deviations.
■
Identify days on which the contact center is closed and does not handle calls
for a contact service queue (CSQ).
■
Generate and edit forecasts.
Forecasting is a step-by-step process.
1. Identify your historical data.
The forecast process uses historical data to project future requirements. You
need to identify a block of time within the historical data that most closely
resembles a future block of time for which you want to generate a forecast.
2. Generate the distribution for each day of the week in your forecast period.
A distribution identifies the percent of calls that arrive during the day in half
hour increments. 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 expected pattern.
3. Apply adjustments by day for any special events that resulted in either higher
than average or below average activity in the historical data.
4. Generate the forecast.
5. Review the forecast.
If you do not believe the forecast values are on target, edit the forecast.
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Distribution
A distribution identifies the percent of calls that arrive during the day in half hour
increments. It also identifies the average talk time and work time per call for each half
hour interval.
To generate a call distribution, you must specify the following information:
■
CSQ — Identifies the CSQ or virtual CSQ associated with this distribution.
■
Reference period — Identifies dates within the historical 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:
■
Workforce Management calculates the average call volume in the 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 reference period and
divides the total by the number of Mondays in the reference period.
■
Workforce Management then divides the result by each half hour interval by
the sum of the results for the entire day to determine the percent of the day’s
calls that arrive during this interval.
Figure 71.
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Reference period
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Distribution
■
Workforce Management calculates the average talking and work time values
per call for each half hour interval. For example, to calculate the average
talking time for the 8:30 to 9:00 AM time slot on Monday, Workforce
Management takes the sum of talking time for each call to the CSQ between
8:30 and 9:30 AM for each Monday in the 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.
Guidelines for generating a call distribution
The call distribution allows you to determine when customers will call for each day of
the week and the average talk time and after call work time. Specifying a start and
end date that represents a longer period of time creates a smoother distribution
curve. When you generate a call distribution, use the following guidelines:
■
If your business is seasonal, reference the same period as last season.
■
If your business is fairly new, reference a period that is most suitable for you
(for example, 5 weeks or 3 months).
■
If your call center is experiencing growth or you are merging CSQs, use only
the last 3 to 4 weeks and monitor the peeks and valleys closely. Alternatively,
you can merge historical data using the Historical Merge feature under
Special Functions.
■
If the level of calls for your business is stable, you do not need to create a new
call distribution each time you begin a schedule production cycle. However, it
is recommended that you check the validity of the call distribution
periodically.
Generating a call distribution
To generate a call distribution:
1. From the main menu, choose Forecast > Distribution.
The Distribution Request window appears (Figure 72).
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Figure 72.
Distribution Request
2. Complete the fields.
Field Name
Description
Select one or
more CSQs
Select the CSQs or virtual CSQ from the list. Workforce
Management will use this CSQs to generate a call distribution.
Start date
Enter or select the start date of the reference period.
End date
Enter or select the end date of the reference period.
Calculate the
distribution
for
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 the
CSQs
standard
times
Select this check box if you want Workforce Management to
update the Standard talk time and After Call Work Time (Not
Ready) with this calculation. For more information on these fields,
see "Creating a CSQ" on page 35.
Execute the
distribution
request on
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. You might want to generate
this distribution when the server is available in the evening or
early morning hours.
3. Click
100
to launch the distribution request.
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Edit distribution
Edit distribution
The future does not always reflect the past. You may have knowledge of future events
that require adjustments to the distribution. Use Edit Distribution under Forecasting to
change the distribution. Select the CSQ and the day of the week. For any half hour
interval, you can change the number of calls likely to arrive, the average talking time
and the average work time.
Field
Description
Interval
The start time for the half hour interval.
Ratio
The percent of the day’s calls that
arrive during the interval. The value is
expressed in decimal format.
Calls
The expected number of calls to arrive
during the interval.
AHT
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.
ACW
The average after call work time for
calls during the interval. This is also
called wrapup time.
Editing a call distribution
After you generate a call distribution, you can see the results in the Distribution
maintenance window. You can use the Distribution Maintenance window to validate
the distribution of calls. 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. You
must validate each column: Talk time, ACW and ratio.
To edit a distribution:
1. From the main menu, choose Forecasting > Edit Distribution.
2. Select the name of the CSQ for the generated call distribution from the
Service list.
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3. Choose the day of the week for which you want to display the call distribution.
Workforce Management populates the fields in the Distribution Maintenance
window (Figure 73).
Figure 73.
Distribution Maintenance
4. Update the fields in the following columns: Calls, AHT (average talk time), ACW
(After Call Work) and blocked, this by period and by day.
5. Click
to save your changes.
Displaying a call distribution graph
To display a call distribution graph:
1. From the Distribution Maintenance window, click
to display data graph.
next to a column heading,
Figure 74 show an example of a graph.
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Figure 74.
Graph sample window
Copying a call distribution
To copy a call distribution:
1. From the Distribution Maintenance window, select the day from which you
want to copy the distribution.
2. Click
to copy the displayed distribution on the clipboard.
3. Select the day to which you want to copy the distribution.
4. Click
to paste the distribution.
5. Click
to save your changes.
Deleting a call distribution
To delete a call distribution:
6. From the Distribution Maintenance window, click
(Delete).
The Workforce Management dialog appears.
Click OK to dismiss the dialog.
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Forecast request
Use Forecast Request under Forecasting to generate a forecast. When you generate a
forecast, you need to specify:
■
A CSQ or virtual CSQ
■
A forecast period
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 example, Previous year
equivalent day or Average of equivalent days)
■
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 percent
of change (either greater, equal or less than) in call volume for this year over
the same period last year. The trend is dependent on the type of historical
data you choose to use when generating a forecast. You need to know what
period in your historical data most closely resembles the forecast that you
want to generate.
Ideally, you should have a 12 to 15 months of historical data for calls to
calculate a trend. You also need to understand how similar the current call
center’s situation is to the call center’s situation a year ago. If you
substantially changed call routing practices or the organization of your agents
over the past year, call data from a year ago may not reflect current patterns
well. Drastic changes in your business can have the same effect.
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 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 data and your call handling
practices are fairly consistent with what they were a year ago, you can
create a forecast with trends.
NOTE: If you generate a forecast without trends, you can still make an
overall percentage adjustment to your forecast numbers by using the
Adjustment Factor. See the discussion on Additional Parameters in
"Generating a forecast with trends and previous year equivalent day
call projection" on page 108 for more information.
See "Trends" on page 106 for more information on trends.
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Forecast request
■
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. You have two options for call
handling times:
■
—
Distribution call handling times — This option determines the average
talking time and work time for the CSQ by schedule period within a day of
the week from the historical data. 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.
The adjustment factor
If you lack sufficient historical 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
historical 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
historical reference period volume, enter 1.05 in the field.
■
Service level targets
For each schedule period, you can set the target for customer service
expressed in terms of the percent 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.
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
reference period.
2. Generates the call volume projection for each day in the forecast period.
3. 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 call volume for each period by the Adjustment Factor.
5. Applies the ratios from the call distribution for the day to divide the projection
for the day into projections for each schedule period within the day.
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6. Multiplies the project for each schedule period times the average call handing
time for the period to estimate the amount of agent handling time required.
7. Perform 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.
Trends
Workforce Management provides the following trend options:
■
Overall trend (page 106)
■
Specific trends per day (page 106)
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 contact
service queue for this year’s period and last year’s period and divides this year’s total
by last year’s total to determine the trend. Figure 75 shows an example of an Overall
trend calculation.
Figure 75.
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 the total call volume for the contact
service queue for the day of the week for this year’s period and last year’s period and
divides this year’s total by last year’s total, to determine the trend. This method best
captures year-to-year variations in the weekly call arrival pattern. Figure 76 shows an
example of a Specific trends per day calculation.
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Forecast request
Figure 76.
Specific trends per day example
Daily call projections
Workforce Management provides the following daily call projection options:
■
Previous year equivalent day (page 107)
■
Average of equivalent days (page 107)
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 choose Average of equivalent days, the forecast generated by Workforce
Management depends on whether or not the forecast is generated with trends.
When you generate a forecast with trends and Average of equivalent days, the
reference date for the current forecast is a year earlier than the forecast date. 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, you want to
generate a forecast for Tuesday, March 20, 2007, and you decide to include three
weeks before and three weeks after the reference date as the reference period.
Workforce Management generates the forecast by calculating the average call volume
for each Tuesday in the six week period from February 28, 2006 to April 3, 2006 (see
Figure 77).
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Figure 77.
Average of equivalent days example
When you generate a forecast without trends and Average of equivalent days, you
must select either Date range or Date List and enter the start and end dates for the
range or list of dates. Workforce Management calculates the average call volume for
each day of the week in the selected date range or list of dates.
NOTE: To force Workforce Management to generate a forecast for a
specific date based on a specific reference date, use firm date
association. See "Firm dates" on page 128 for more information.
Generating a forecast with trends and previous year
equivalent day call projection
This feature requires a call distribution. See "Generating a call distribution" on page
99 for more information on creating a call distribution.
To generate a forecast request with trends and previous year equivalent day call
projection:
1. From the main menu, choose Forecast > Forecast Request.
The Forecast Request widow appears (Figure 78).
Figure 78.
Forecast Request
2. Complete the fields.
108
Field Name
Description
Select one or
more CSQs
Select the CSQs for which you want to generate a call forecast.
June 2007
Forecast request
Field Name
Description
Starts On
Enter or select the start date of the forecast period.
Ends On
Enter or select the end date of the forecast period.
Execute the
schedule
request on
Enter the date (in the format selected in your preferences) and
time in 24 hour format (HH:MM) should you want to delay the
process of this request to a time when the server is free, like at
night.
3. Click Calculation parameters to display more parameters (Figure 79).
The fields that appear under Calculation parameters are dependent on the
options you chose to determine trends and daily call volume projections.
Figure 79.
Calculation parameters: with trends and previous year equivalent day
4. Choose Date range for the trend calculation.
5. Enter the start date for the trend calculation in the Starts on field.
6. Enter the end date for the trend calculation in the Ends on field.
7. Choose Previous year equivalent day from the first Trend Calculations field.
NOTE: Workforce Management must have 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.
8. Select the Forecast with trends check box.
9. Choose Specific trends per day from the second Trend Calculations field.
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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10. Click Additional parameters to display more parameters (Figure 80).
Figure 80.
Additional Parameters
11. Complete the fields.
Field Name
Description
Average call
handling time
Distribution call handling times — Those were generated when the
distribution was run.
Standard handle times — Which is the entry arbitrarily made in
"Creating a CSQ" on page 35. However, the entries made in the
CSQ registry window can be updated with the call distribution
calculation (see "Generating a call distribution" on page 99).
Adjustment
factor
You can enter an adjustment factor in this field that will be
applied to the number of calls calculated by Workforce
Management, either increased (or decreased) by the trend.
For example, if you enter 1.05 in this field, Workforce
Management will increase the total number of calls for each
forecasted day by 5%.
NOTE: Unless you are in a growth period and you already know
this growth percentage, we recommend you leave this field at
1.0% and use the one that appears in the forecast editing window
where you can better analyze the data (see "Edit forecast" on
page 118).
12. Click Staffing levels calculation to display more parameters (Figure 81).
Figure 81.
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Staffing levels calculation
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Forecast request
13. Complete the fields.
Field Name
Description
Period
Displays the schedule period in half hour increments used for
staffing level calculations.
Service %
Enter the percent of calls that must be answered within the time
frame specified in the Seconds field to match the staffing 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% change all subsequent periods
to 80%.
Seconds
Enter the number of seconds in which a call must be answered to
match your staffing level objectives in your organization. The
default is 20 seconds.
14. Click
to launch the forecast request.
Generating a forecast with trends and average of
equivalent days call projection
This feature requires a call distribution. See "Generating a call distribution" on page
99 for more information on creating a call distribution.
To generate a forecast request with trends and average of equivalent days call projection:
1. From the main menu, choose Forecast > Forecast Request.
The Forecast Request widow appears (Figure 82).
Figure 82.
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Forecast Request
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2. Complete the fields.
Field Name
Description
Select one or
more CSQs
Select the CSQs for which you want to generate a call forecast.
Starts On
Enter or select the start date of the forecast period.
Ends On
Enter or select the end date of the forecast period.
Execute the
schedule
request on
Enter the date (in the format selected in your preferences) and
time in 24 hour format (HH:MM) should you want to delay the
process of this request to a time when the server is free, like at
night.
3. Click Calculation parameters to display more parameters (Figure 83).
The fields that appear under Calculation parameters are dependent on the
options you chose to determine trends and daily call volume projections.
Figure 83.
Calculation parameters: with trends and average of equivalent days
4. Choose Date range for the trend calculation.
5. Enter the start date for the trend calculation in the Starts on field.
6. Enter the end date for the trend calculation in the Ends on field.
7. Choose Average of equivalent days from the first Trend Calculations field.
NOTE: Workforce Management must have 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.
8. Select the Forecast with trends check box.
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Forecast request
9. Choose Specific trends per day from the second Trend Calculations field.
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.
10. Click Additional parameters to display more parameters (Figure 84).
Figure 84.
Additional Parameters
11. Complete the fields.
Field Name
Description
Average call
handling time
Distribution call handling times — Those were generated when the
distribution was run.
Standard handle times — Which is the entry arbitrarily made in
"Creating a CSQ" on page 35. However, the entries made in the
CSQ registry window can be updated with the call distribution
calculation (see "Generating a call distribution" on page 99).
Adjustment
factor
You can enter an adjustment factor in this field that will be
applied to the number of calls calculated by Workforce
Management, either increased (or decreased) by the trend.
For example, if you enter 1.05 in this field, Workforce
Management will increase the total number of calls for each
forecasted day by 5%.
NOTE: Unless you are in a growth period and you already know
this growth percentage, we recommend you leave this field at 1%
and use the one that appears in the forecast editing window
where you can better analyze the data (see "Edit forecast" on
page 118).
12. Click Staffing levels calculation to display more parameters (Figure 85).
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Workforce Management 8.0 Supervisor User Guide
Figure 85.
Staffing levels calculation
13. Complete the fields.
Field Name
Description
Period
Displays the schedule period in half hour increments used for
staffing level calculations.
Service%
Enter the percent of calls that must be answered within the time
frame specified in the Seconds field to match the staffing 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% change all subsequent periods
to 80%.
Seconds
14. Click
Enter the number of seconds in which a call must be answered to
match your staffing level objectives in your organization. The
default is 20 seconds.
to launch the forecast request.
Generating a forecast without trends and average of
equivalent days call projection
This feature requires a standard call distribution. See "Generating a call distribution"
on page 99 for more information on creating a call distribution.
To generate a forecast request without trends and average of equivalent days call
projection:
1. From the main menu, choose Forecast > Forecast Request.
The Forecast Request widow appears (Figure 82).
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Forecast request
Figure 86.
Forecast Request
2. Complete the fields.
Field Name
Description
Select one or
more CSQs
Select the CSQs for which you want to generate a call forecast.
Starts On
Enter or select the start date of the forecast period.
Ends On
Enter or select the end date of the forecast period.
Execute the
schedule
request on
Enter the date (in the format selected in your preferences) and
time in 24 hour format (HH:MM) should you want to delay the
process of this request to a time when the server is free, like at
night.
3. Click Calculation parameters to display more parameters (Figure 83).
The fields that appear under Calculation parameters are dependent on the
options you chose to determine trends and daily call volume projections.
Figure 87.
Calculation parameters: without trends and average of equivalent days
4. Choose Date range or Date list for the reference period.
■
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If you chose Date range, enter the start date and end date in the Starts on
and Ends on fields.
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■
If you chose Date list, enter the date for the historical data in the Date list
field, click > to move the date to the adjacent list.
Repeat this step for each date that you want to add to the list. If you want
to remove a date from the list, select the date from the list and click <.
5. Choose Average of equivalent days from the first Trend Calculations field.
NOTE: Workforce Management must have 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.
6. Clear the Forecast with trends check box.
7. Click Additional parameters to display more parameters (Figure 84).
Figure 88.
Additional Parameters
8. Complete the fields.
Field Name
Description
Average call
handling time
Distribution call handling times — Those were generated when the
distribution was run.
Standard handle times — Which is the entry arbitrarily made in
"Creating a CSQ" on page 35. However, the entries made in the
CSQ registry window can be updated with the call distribution
calculation (see "Generating a call distribution" on page 99).
Adjustment
factor
You can enter an adjustment factor in this field that will be
applied to the number of calls calculated by Workforce
Management, either increased (or decreased) by the trend.
For example, if you enter 1.05 in this field, Workforce
Management will increase the total number of calls for each
forecasted day by 5%.
NOTE: Unless you are in a growth period and you already know
this growth percentage, we recommend you leave this field at 1%
and use the one that appears in the forecast editing window
where you can better analyze the data (see "Edit forecast" on
page 118).
9. Click the Staffing levels calculation display more parameters (Figure 85).
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June 2007
Forecast request
Figure 89.
Staffing levels calculation
10. Complete the fields.
Field Name
Description
Period
Displays the schedule period in half hour increments used for
staffing level calculations.
Service%
Enter the percent of calls that must be answered within the time
frame specified in the Seconds field to match the staffing 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% change all subsequent periods
to 80%.
Seconds
11. Click
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Enter the number of seconds in which a call must be answered to
match your staffing level objectives in your organization. The
default is 20 seconds.
to launch the forecast request.
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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.
Editing a forecast
To edit the call forecast:
1. From the main menu, choose Forecast > Edit Forecast.
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:
■
Figure 90.
■
Figure 91.
Click
to select the date and the CSQ for which you want to display the
forecast (Figure 90). Select the date for which you want to display the
forecast (left side in the window). Select the CSQ for which you want to
display the forecast (lower-left corner in the window). When finished, you
again to collapse this selection list.
can click
Forecast Maintenance
Select a CSQ from the Service field and a date from the menu bar (Figure
91).
Forecast Maintenance Menu Bar
Workforce Management displays the selected forecast (Figure 92).
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Edit forecast
Figure 92.
Forecast Maintenance
3. Complete the fields.
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Field Name
Description
Forecast
maintenance
fields
Entries can be modified in the following fields: Calls, SL% (CSQ
Level%), SL (CSQ Level), AHT (average talk time), ACW (After Call
Work), Agents forecasted and the Occupancy ratio. When finished
with data modifications, click Recalculate (Under Calculations,
bottom left of the window) to change the data.
Interval
Displays the schedule interval for the selected day.
Calls
Enter the number of calls forecasted for the selected period.
SL%
Enter the percent of forecasted calls routed to the CSQ that are
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.
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Field Name
Description
AHT
Enter the average talk time for answered calls during the
scheduled period. Handling 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.
ACW
The average after call work time (ACW) for calls during the
scheduled period. This is also called wrapup time.
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.
Agents
forecasted Fixed
Enter the number of agents available during this schedule who
have a fixed scheduled. See "Fixed work shift" on page 55 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 ration of the call handling time to login time.
4. Apply an adjustment factor to a column. To apply an adjustment factor to a
column:
a. Choose a column from the list next to the Apply button.
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.
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Edit forecast
The values are updated in applicable fields, including the fields under
Forecast Information. The Forecast Information fields are described
below.
Field Name
Description
Quality
threshold
Ignore. This field always displays 0.
Adjustment
factor
Displays the adjustment factor specified Forecast Request.
Call trend
Displays the year-to-year trend used in forecast projections.
ATT trend
Displays the year-to-year trend in average talk time.
ACW trend
Displays the year-to-year trend in after call work time.
Starts on
Displays the forecast’s start date.
Ends on
Displays the forecast’s end date.
5. Click
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to save your changes.
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Special events
A special event is a type of event that can cause call volume to deviate from normal.
Use Special Events under Forecasting to define the types of special events that might
affect your CSQs and the magnitude the special events might have on you CSQs.
When creating a special event, you must specify the following information:
■
The type of event
■
The typical delay in days between the even and its effect on your contact
center. Fore example, the impact of a power outage is immediate. The impact
of a bill format change happens after the postal service delivers the bills and
customers open the mail.
■
The duration of the special event. You need to specify the number of days the
special event causes call volume to deviate from normal patterns. For
example, the impact of a power outage could be only a day. The impact of a
bill format change could last several days because customers handle bills at
different times.
■
The likely impact for this special event expressed as a ratio of the call volume
with the special event to normal call volume.
Creating a special event
To create a special event:
1. From the main menu, choose Forecast > Special Events.
2. Click
to create a special event.
The Special Event Details window appears (Figure 93).
Figure 93.
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Special Event Details
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Special events
3. Complete the fields.
Field Name
Description
Event
Enter the name of the event you want to create.
Default values
Impact delay
This is the number of days, from the launch date, when your CSQ
will start to be impacted. This field can be modified later in
"Assigning a special event" on page 125.
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
This is the number of days the call fluctuation will last. This field
can be modified later in "Assigning a special event" on page 125.
Impact ratio
Enter the percentage factor for the actual call volume for the
event. Normal call volume is expected if the event did not occur. If
you expect the call volume to increase by 10% enter 0.1. If you
expect the call volume to increase by 25% enter 0.25. This field
can be modified later in "Assigning a special event" on page 125.
For a Past event always associate the event to the date when this
event occurred.
The ratio is always calculated in the following way: Number of
calls received divided by the number of calls usually received.
This way, in a forecast, each time this date is requested
(reference period or equivalent day), the Workforce Management
will get, in its historical call data, the number of calls received and
will divide this number by the ratio to adjust the number of calls.
4. Click
to save your changes.
Editing a special event
To edit a special event:
1. From the main menu, choose Forecast > Special Events.
2. Click the event name you want to edit.
The Special Event Details window appears (Figure 94).
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Figure 94.
Special Event Details
3. Complete the fields. The fields are describe in "Creating a special event" on
page 122.
4. Click
to save your changes.
Deleting a special event
To delete a special event:
1. From the main menu, choose Forecast > Special Events.
The Special Event Details window appears (Figure 95).
Figure 95.
Special Event Details
2. To delete one or more special events, select the check box next to each
(Delete).
special event and click
To delete all special events, select the check box in the heading first column
(Delete).
and click
The Workforce Management dialog appears.
Click OK to dismiss the dialog.
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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, in which the special event occurred and the
impact was felt
■
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
Assigning a special event
To assign a special event:
1. From the main menu, choose Forecast > Assign Events.
2. Click
to assign a special event.
The Assigned Event List window appears (Figure 96).
Figure 96.
Assigned Event Details
3. Complete the fields.
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Field Name
Description
Event
Select the event to be applied.
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Field Name
Description
Select the
CSQ
Select the CSQ or virtual CSQ to which the special event is to
apply.
Date
Enter the date when the event occurs.
Impact delay
Enter the delay, in number of days, in which the special event
occurred and the impact was felt. The default value is the value
that you specified when you created a special event. See
"Creating a special event" on page 122 for more information.
Impact
duration
Enter the duration, in number of days, of the impact. The default
value is the value that you specified when you created a special
event. See "Creating a special event" on page 122.
Impact ratio
Enter the percentage factor for the actual call volume for the
event. The default value is the value that you specified when you
created the special event. Normal call volume is expected if the
event did not occur. If you expect the call volume to increase by
10% enter 0.1. If you expect the call volume to increase by 25%
enter 0.25.
For a Past event always associate the event to the date when this
event occurred.
The ratio is always calculated in the following way: Number of
calls received divided by the number of calls usually received.
This way, in a forecast, each time this date is requested
(reference period or equivalent day), the Workforce Management
will get, in its historical call data, the number of calls received and
will divide this number by the ratio to adjust the number of calls.
Comments
4. Click
Enter comments that describe the nature of the special event, if
necessary.
to save your changes.
Editing a special event
To edit an assigned special event:
1. From the main menu, choose Forecast > Assign Events.
2. Click the date of the event you want to edit.
The Assigned Event List window appears (Figure 97).
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Assign events
Figure 97.
Assigned Event Details
3. Apply changes to the assigned event.
4. Complete the fields. The fields are described in "Creating a special event" on
page 122.
5. Click
to save your changes.
Deleting an assigned special event
To delete an assigned special event:
1. From the main menu, choose Forecast > Assign Events.
2. To delete one or more assigned special events, select the check box next to
(Delete).
each assigned special event and click
To delete all assigned special events, select the check box in the heading first
(Delete).
column and click
The Workforce Management dialog appears.
3. Click OK to dismiss the dialog.
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Firm dates
Use Firm Dates under Forecasting to associate a date for which you have historical
data in Workforce Management with a target date in your forecast period. Workforce
Management uses the associated historical data to generate the forecast call volume
for the target date, overriding the standard settings for that date in the forecast
request.
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 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 118 for more
information.
Creating and editing a firm date association
To create a firm date association:
1. From the main menu, choose Forecast > Firm dates.
The Firm date Association window appears (Figure 98).
Figure 98.
Firm date Association
2. From the menu bar, up top, select the CSQ to which you want to apply firm
date associations.
3. Enter the target date.
This is the future date to which you want to associate the reference date. For
example, upcoming New Year’s eve this year.
4. Enter the reference date.
This is the date to which you want to associate the target date (previous). For
example, New Year’s eve last year.
5. Click > to move those dates to the Firm date associations defined.
6. Enter the name of this firm date association.
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Firm dates
7. Click
to save your changes.
Deleting a firm date association
To delete a firm date association:
1. From the main menu, choose Forecast > Firm dates.
The Firm date Association window appears (Figure 99).
Figure 99.
Firm date Association
2. To delete one or more firm date associations, select the check box next to
each firm date association and click < to delete.
To delete all firm date associations, select the check box in the header
(beside Number) and click < to delete.
3. Click
to save your changes.
Copying a firm date association
To copy a firm date association:
1. From the main menu, choose Forecast > Firm dates.
The Firm date Association window appears (Figure 100).
Figure 100.
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Firm date Association
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2. Select the CSQ from which you want to copy the firm date association.
3. Click
to copy the selected firm date association to the clipboard.
4. Select the service to which you want to copy the firm date association.
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5. Click
to paste past the firm date association.
6. Click
to save your changes.
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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 81 for
more information.
You should establish a procedure that updates holidays and closed days at least once
a year.
Entering closed days
To enter closed days:
1. From the main menu, choose Forecast > Closed Days.
The CSQ closed days window appears (Figure 101).
Figure 101.
CSQ closed days
2. From the menu bar, select the CSQ to which you want to apply closed days.
3. Select the year to apply closed days (up top left of the window).
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.
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5. Click
to save your changes.
Copying closed days
To copy closed days:
1. From the main menu, choose Forecast > Closed Days.
The CSQ closed days window appears (Figure 102).
Figure 102.
CSQ closed days
2. Click
to copy the closed days to the clipboard.
3. Select the CSQ to which you want to copy the closed days.
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4. Click
to paste.
5. Click
to save your changes.
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Managing Schedules
Overview
Use Workforce Management to manage your agents' schedule. This chapter explains
how to:
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■
Generate schedules
■
Review and edit schedules
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Schedule request
Before you initiate a schedule request for a period, you must generate a forecast for
the CSQ. Workforce Management generates a schedule to meet forecast
requirements.
To generate a schedule, you must specify the following information:
■
The CSQs or virtual CSQs fore 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. If possible,
choose an off peak hour to generate your schedule.
■
Whether or not the Workforce Management automatically rotates work shifts.
See "Assigning work shifts" on page 88 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.
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 resolve this situation, do the following:
■
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.
■
From Assign Exceptions under the Administration menu, assign an exception
to the agents with fixed work shifts that covers their available hours for that
work shift on the closed day.
Creating a schedule
You need a call distribution to generate a call forecast and a forecast to generate a
schedule for the CSQs.
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Schedule request
To create a schedule:
1. From the main menu, choose Schedules > Schedule Request.
The Schedule Production Request window appears (Figure 103).
Figure 103.
Schedule Production Request
2. Complete the fields.
Field Name
Description
Select one or
more 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 88 for
more information.
Starting week
of
Enter or 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. You need a call distribution to
generate a call forecast and a forecast to generate a schedule for
the CSQs.
NOTE: Running a schedule consumes server resources.Specify
the minimum number of weeks necessary to satisfy scheduling
needs.
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Field Name
Description
Execute the
schedule
request on
Enter or 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. If
possible, choose an off peak hour to generate your schedule.
3. Click
to launch the distribution request.
Maintaining schedules
Use this feature to maintain the agents' schedule generated for a CSQ on a specific
date. You can also use this feature to move an agent’s scheduled time from on CSQ to
another, change the lunch or break time, or add or delete one or more exceptions.
From this window, you can also access the agents' configuration information, the
exceptions and the work shifts.
Editing a schedule
To edit a schedule:
1. From the main menu, choose Schedules > Edit Schedule.
2. Select a date and the CSQ for which you want to display the schedule.
You can choose one of the following methods to select the date and the CSQ:
3. Click
to select the date and the CSQ for which you want to display the
schedule (Figure 104).
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Schedule request
Figure 104.
Schedule Maintenance
4. Select the date for which you want to display the schedule (left side in the
window).
NOTE: Alternatively, you can select a CSQ from the Service field and a
date on the menu bar (Figure 105).
Figure 105.
Schedule Maintenance menu bar
5. Select one of the following options to display the schedule:
■
Se — by CSQ
■
Te — by team
■
Sk — by CSQ mapping
■
Sp — Not applicable
6. Based on your selection in step 5, select the CSQ, the team or CSQ mapping
for which you want to maintain the schedule (left side in the window).
7. The Schedule Maintenance window appears (Figure 106).
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Figure 106.
Schedule Maintenance
8. Click
again to remove the date and CSQ list from the window.
To hide the navigation menu and expand the window, click
corner).
(upper-left
9. Select a sort option from the Sort by list to change how agents are displayed.
10. If the schedules are produced on a source or virtual CSQ that regroups many
(upper-right corner of the
source CSQs in different time zones, click
window) to convert schedule times to their own individual time zones or
compensated time.
By default, the agents' scheduled times are the same as the CSQ on which
they are working or uncompensated time. You can toggle between the two by
clicking on .
11. To display the schedule for another day, click
next to the date in the menu
bar to go to the previous day or click
to go to the next day.
12. Click an agent name to display the agent’s activities in detail for that day
(Figure 107).
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Schedule request
Figure 107.
Schedule Maintenance by agent
13. To select activity time intervals, choose one of the following options:
■
Select a time frame, in the activity window (left side), click the first
interval and Shift-click the last one for the desired time frame or hold
down the Ctrl key to select multiple intervals.
■
Enter the start time then the end time and click the Interval selection
button (middle right side of the window).
14. Click an option under Activity option that you want to apply to the selected
time frame. For a CSQ or exceptions, Workforce Management displays a
scrolling list and you can select the applicable option from this list.
15. Indicate if the time selection made is paid, not paid or overtime (overtime
corresponds to exceptions and everything other than In service) and if it
applies to the current day (default) or the previous day.
16. For a selected time frame, you may want to put this agent on another service.
Click the CSQ scrolling list and select the CSQ (middle right side of the
window). The agent must have the CSQ mapping to work on this CSQ.
17. Click
to save your changes.
Interpreting the Schedule Maintenance window
The following list describes how to interpret the Schedule Maintenance window.
■
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To view a tooltip that displays the type and length of the activity for an agent,
move your pointer over the item. By default, the color segments in this window
are define 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 gone for lunch
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—
■
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 window), 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 first number before the slash indicates the number of agents
scheduled, the second number indicates the number of agents forecasted.
The color codes are defined as follows:
—
Red indicates no 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.
Using the schedule viewer
Use this feature to view agents’ schedules in summary and detail.
To view a schedule:
1. From the main menu, choose Schedules > Schedule Viewer.
2. If the context is not already defined, click
to display the window where you
can select the date, the CSQ or the team for the week you want to display
(Figure 108).
Figure 108.
Schedule Viewer
3. From the calendar, select the first day of the week for which you want to
display the schedule (right upper side of the window).
4. Select one of the following to display the schedule:
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Schedule request
■
Se — by CSQ
■
Te — by team
5. Based on your selection in 4, select the CSQ or the team for which you want to
display the schedule (left side in the window). the schedule window is
displayed (Figure 109).
6. Click
Figure 109.
again to remove the date and CSQ list from the window.
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 on the First Name or on dates of the week to sort by
arrival time.
If you click a day of the week (for example, Tuesday) the schedule for that day
is displayed (Figure 110).
Figure 110.
Schedule Viewer
7. Click
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8. Click either the Name or First Name to display the selected agent’s detailed
configuration information.
9. Click a start-end time of an agent on a specific day to display the activities in
detail. For example, clicking on 09:00 - 17:20 for the second agent on the list
for Wednesday, the following details are displayed (Figure 111).
Figure 111.
Schedule Viewer
10. Click
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to return to the weekly schedule.
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Managing Intraday Functions
Overview
Once a schedule is produced, a you can use the Intraday functions to:
■
Monitor agents’ adherence and conformity to schedules
■
Assist in the decision making process to cover the requirement of resources
■
Approve schedule trades between agents.
This chapter shows you how to:
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■
Schedule post-production activities such as meetings, administration work,
etc.
■
Use the dashboard to monitor activities per CSQ such as number of actual
calls being received, service level, occupancy ratio, etc., this in tabular and
graph formats.
■
Use the supervisor to view reports such as results per CSQ for agents or calls,
results per CSQ mapping, etc., this in tabular or graph format.
■
See the coverage of requirements and anticipated service level versus the
objective in 15 minute increments.
■
Approve schedule trades between agents.
■
Monitor agents’ schedule adherence and conformity in real time.
■
Approve agents’ schedule offers in the Inbox.
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Managing post-production activities
Use this feature to 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 a time to schedule a 30 minute meeting for 4 agents during current week.
Scheduling post-production activities
To schedule post-production activities:
1. From the main menu, choose Intraday > Post-Production.
The Post-Production Activity Planning window appears (Figure 112).
Figure 112.
Post-Production Activity Planning
2. Select the CSQ for which you want to plan post-production activities (top of
the window).
3. Complete the fields.
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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.
Activity length
Enter the duration of the activity in minutes. The duration of the
activity 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 8h00 AM to
4h00 PM time slot.
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Managing post-production activities
Field Name
Description
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 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 Post-Production Activity analysis results window appears (Figure 113).
Figure 113.
Post-Production Activity analysis results
Interpreting the analysis
When you look at the results of the Post- Production Activity analysis in Figure 114, it
indicates that the least disruptive time for a planned activity is on Tuesday, April 10th,
between 9h00 and 9h30. The Gap column shows number of agents available for the
planned activity without affecting the coverage requirements.
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Figure 114.
Post-Production Activity analysis results
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 (as per the
schedule) minus 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.
Selecting an exception
To select an exception
1. From the Post-Production Activity analysis results window (Figure 115), click
the time in the Start field of the Analysis results table.
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Managing post-production activities
Figure 115.
Post-Production Activity analysis results
The Select an Exception tab on the Post-Production Activity Planning window.
2. Click Select an exception (Figure 116).
Figure 116.
Post-Production Activity Planning
3. To view a list of agents, select one of the following methods:
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■
Filter by team
■
Filter by CSQ Mapping
■
All (below the agent list)
4. Select the agents to whom you want to assign the exception. To select
multiple agent, use the Ctrl key.
5. Click Validate to ensure the selected agents are scheduled on the selected
CSQ 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 window.
6. Select an exception to assign to the agents from Select an Exception field.
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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Using the dashboard
Using the dashboard
Use this feature to display call center data in tabular and graph formats.
To use the dashboard:
1. From the main menu, choose Intraday > Dashboard.
2. If the context is not defined, click
to display the window where you can
select the CSQ and the date you want to display (Figure 117).
Figure 117.
Supervisor dashboard
3. Select the date for which you want to display the data (upper-left corner of the
window).
4. Select the CSQ for which you want to display the data (left side in the window).
The Supervisor dashboard window displays the selected information (Figure
118).
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Figure 118.
Supervisor dashboard
5. If necessary, click
to remove the CSQ list from the window.
6. To hide the navigation menu and expand the window, click
corner).
(upper-left
NOTE: The data that appears in this window are based on your
preferences. If you want to change this configuration, click
Preferences.
7. To display data for another CSQ or another date, you may use the CSQ and
.
date scrolling lists (top of the window) or click
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Using the supervisor dashboard
Using the supervisor dashboard
Use this feature to display call center data in tabular and graph formats.
To use the supervisor dashboard:
1. From the main menu, choose Intraday > Supervisor.
2. If the context is not defined, click
to display the window where you can
select the CSQ and the date you want to display (Figure 119).
Figure 119.
Supervisor
3. Select the date for which you want to display the data (left upper side of the
window).
4. Select the CSQ for which you want to display the data (left side in the window.
The Supervisor dashboard window displays the selected information (Figure
120).
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Figure 120.
Supervisor
5. Click
to remove the CSQ list from the window.
6. To hide the navigation menu and expand the window, click
corner).
(upper-left
7. Choose the data view you want to display and click Get report.
8. Clicking on each of the header will sort the data. When you click besides
the headers, the selected data column is presented in graph form.
9. To display data for another CSQ or another date, you may use the CSQ and
.
date scrolling lists (top of the window) or click
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Viewing coverage requirements
Viewing coverage requirements
You can use this feature to view the coverage requirements and the service level in 15
minute increments.
To view coverage requirements:
1. From the main menu, choose Intraday > Coverage.
The Coverage of requirements window appears (Figure 121).
Figure 121.
Coverage of requirements
2. Select the CSQ for which you want to display the coverage of requirements.
3. Select the date for which you want to display the coverage of requirements.
4. Click Calculate coverage to display the coverage requirements for the
selected CSQ for that date.
The first 3 columns represent the coverage of requirements, being: the
number of agents forecasted (as per the call forecast), the number of agents
scheduled (as per the schedule) and finally the gap between the two. The
periods showing:
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■
No gap are displayed in yellow and the gap is at 0.0.
■
A lack of resources are displayed in red and show a negative gap.
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■
Over-scheduled agents are displayed in blue with a corresponding gap.
The last column displays the anticipated service level:
■
Periods in blue indicate a service level over the objective;
■
Periods in green indicate a service level equal to the objective;
■
Periods in dark red indicate a service level under the anticipated service
level, and
■
Periods in red indicate a service level under the objective but over the
anticipated average.
5. To display the coverage of requirements for another CSQ and/or another
date, repeat steps 2 and 3.
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Managing schedule trades
Managing schedule trades
This function allows the user to apply 3 types of transactions: a schedule trade from
date to date, an exchange for two different days and finally copy one or more periods
from an agent to another agent.
Trading schedules
To trade schedules:
1. From the main menu, choose Intraday > Schedule trade.
The Schedule Trade window appears (Figure 122).
Figure 122.
Schedule Trade
2. Select the schedule trade type you want to use.
3. To view a list of agents, select one of the following methods from the Filter by
team fields for the source agent and the destination agent:
■
Filter by team
■
Filter by CSQ mapping
■
All (below the agent list)
4. Select the source and the destination agent.
A source agent is a person who wants to trade a schedule. A destination
agent is a person accepts the trade
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5. In the From and To date fields, enter the date range of the schedule to be
traded for the source agent.
NOTE: A date range is offered in the case of “date to date” and
“different dates” trade types. Only one date can be selected to “copy
selected intervals” trade type.
6. Click Get the schedule.
The schedule is displayed.
7. In the From and To date fields, enter the date range of the schedule to be
traded for the destination agent.
8. Click Get the schedule.
The schedule is displayed.
9. Click
to apply this trade.
10. If you are copying intervals, select the check box for the intervals you want to
copy on the source agent side of the window.
11. Click
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to copy the selected intervals to the destination agent’s schedule.
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Monitoring schedule adherence
Monitoring schedule adherence
You can uses 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.
Monitoring real time adherence
To monitor real time schedule adherence:
1. From the main menu, choose Intraday > Adherence.
The Adherence window appears and displays today's date by default (Figure
123).
Figure 123.
Adherence
2. Select the CSQ (middle top of the window) for which you want to display the
real time adherence.
3. To hide the navigation menu and expand the information displayed window,
click in the upper-left corner.
4. To start the automatic refresh timer, click the green button, the timer starts.
To stop the automatic window refresh timer, click the red button.
The delay time entered by default comes from the application configuration
entered by the administrator, you can however change this time entry.
5. Click either the Name or First name of the agent to display the agent
to return to the adherence window.
configuration information. Click
These fields indicate the following activity:
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RE — Ready
■
WK — Working
■
OH — On hold
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■
TK — Talking
■
BU — Busy
■
LO — Logged out
The green buttons indicate the agent is presently adhering to the schedule.
The red buttons indicate the agent is presently not adhering to his schedule.
In the Adherence column, a green button in the area indicates the agent is
adhering to his schedule. A red button in the area indicates the agent is not
adhering to the schedule. When your cursor hovers over a button, Workforce
Management displays a tooltip.
6. Look at the Forecasted Activity column. It displays the agent’s current
scheduled activity. Possible activities are:
■
Exception
■
Service
■
Break
■
Lunch
■
Not available
■
Available
7. In the Forecasted Arrival column, click a scheduled arrival time to display the
schedule details.
The Schedule details window appears (Figure 124).
Figure 124.
Schedule details
8. To display the Adherence report for a specific agent, click a percentage in the
%SA (Schedule Adherence) column.
The Adherence report window appears (Figure 125).
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Monitoring schedule adherence
Figure 125.
Adherence report
The Adherence report shows how well schedule adherence was maintained
since the start of the day.
The fields are described below.
Field Name
Description
Minutes
Scheduled
Displays the number of minutes the agent was scheduled to work.
Minutes in
service
Displays the number of minutes the agent was in service.
Minutes
Worked
Displays the number of minutes actually worked.
Minutes NA
Displays the number of minutes the agent was not available.
%SA
Displays the schedule adherence (SA) percentage of the agent.
The formula for this percentage is: ((total minutes scheduled) (the real time minutes non-adhering) / (the total minutes
scheduled) * 100).
In our example above: ((81 - 75) / 81) * 100) = 7.4. See "How
schedule adherence works" on page 160.
%SC
Displays the schedule conformity (SC) percentage of the agent.
The formula for this percentage is: (minutes worked/ minutes in
service scheduled) * 100.
In our example above: (126 / 81) * 100 = 155. See "How
schedule conformity works" on page 160.
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Field Name
Description
Differentials
Displays the number of minutes not adhering. This number is
always displayed under and the beginning of the activity.
In, Out, Type
and Length
Displays in details the above differentials. In our example, the first
occurrence is In at 06:00, Out at 06:07, Type is LO and the Length
(in minutes) is 7.
If you add all the minutes in the Length field, it will equal the total
in the Differentials filed.
How schedule adherence works
Schedule adherence is calculated using the following formula: for the
schedule of a day, each “in service” second is marked with a “1” and all other
seconds (break, lunch, exceptions, projects, etc.) are marked with a “0”. Thus,
for each actual event captured a “1” or a “0” is marked. To have adherence,
the real time “1” and “0” must match with the “1” and “0” scheduled within
the same period of time. Adherence outside of schedule parameters is not
considered.
Figure 126 shows the calculation for %SA is: (total minutes scheduled) - (the
real time minutes non-adhering) / (the total minutes scheduled).
Figure 126.
Schedule adherence - how it works
How schedule conformity works
The %SC (Schedule Conformity) column indicates the percentage of
conformity to the schedules.
Figure 127 shows the calculation for schedule conformity is: (minutes worked)
/ (minutes in service scheduled).
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Figure 127.
Schedule conformity - how it works
Displaying historical adherence
To display historical schedule adherence:
1. From the main menu, choose Intraday > Adherence.
2. Click
.
3. The Adherence window appears (Figure 128).
Figure 128.
Adherence
4. Select the date for which you want to display the adherence (left upper side of
the window).
5. Select one of the following to display the adherence:
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Se — by CSQ
■
Te — by team
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■
Sk — by CSQ mapping
6. Select the CSQ, the team or the CSQ mapping for which you want to display
the historical adherence (left side in the window).
The Adherence window appears (Figure 129).
Figure 129.
Adherence
7. Click
to remove the date and CSQ list from the window.
8. click either the Name or First name of the agent to display the agent
configuration information.
9. Click
to return to the Adherence window.
10. To display schedule details, click a scheduled arrival time in the Forecasted
Arrival column (Figure 129).
11. If the schedules are produced on a virtual service that regroups many source
(upper-right corner of the window) to
services in different time zones, click
convert schedule times to their own individual time zones or compensated
time. By default, the agents' scheduled times are the ones of the service on
which they are working or uncompensated time. You can toggle between the
two by clicking .
12. To display historical adherence for CSQ and/or another date, use the menu
bar.
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Managing inbox messages
Managing inbox messages
You can use this feature to schedule trades between agents and create exception
requests.
Accessing your Inbox
To access your Inbox:
1. From the main menu, choose Intraday > Inbox.
The Inbox list appears (Figure 130).
Figure 130.
Inbox list
The fields in this list are described in the following table.
Field Name
and
Description
Different icons and number indicate the message status:
+ 1 Request in process, requires an action
+ 2 Request in process, information (no action required)
Blank + 3 Request rejected or closed (terminated)
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From
This field indicates from whom the message comes from. If you
click the name, a brief agent configuration information is
displayed.
Request type
If you are authorized to approve and/or exception requests (see
"Approving exception requests" hereafter) and/or schedule trades
between agents (see "Approving schedule trade requests" on
page 165).
Status
The message status is indicated here. No action required in this
area.
Received
Displays the date and time when the message was received.
Expiry date
The expiration date is displayed in this area.
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Field Name
Description
Actions
There are two actions you can perform when you receive a
schedule offer or request to trade. These actions are:
• Click
to edit an existing request.
• Click
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 main menu, choose Intraday > Inbox.
The Inbox list appears (Figure 131).
Figure 131.
Inbox list
2. Click Exception request in the Request type column.
The Exception request window appears (Figure 132).
Figure 132.
Exception request
3. Link the agent’s exception request to an actual exception by clicking the
exception from the Please select an exception list.
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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 is Inbox. If
the exception is approved, it will automatically be assigned to the agent in the
exception file (see "Managing exceptions" on page 92) and in his schedule
when generated.
Approving schedule trade requests
To approve schedule trade requests:
1. From the main menu, choose Intraday > Inbox.
The Inbox list appears (Figure 133).
Figure 133.
Inbox list
1. Click Work shift grab in the Request type column.
2. The Request Details window appears (Figure 134).
Figure 134.
Request Details
3. Click Analyze to view the two schedules
4. The analyze details appear in the Request Details window (Figure 135).
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Figure 135.
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 "Maintaining
schedules" on page 136).
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Managing Reports
Overview
This chapter describes how to:
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■
Display productivity reports by agent or team in tabular or graph formats.
■
Display or print an agents' report card for a specified period.
■
Display or print all schedule reports by interval, day or week. This also
includes individual schedules.
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Generating agents’ productivity reports
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 agents’ productivity reports:
1. From the main menu, choose Reports > Agent Productivity.
The Agent productivity reports window appears (Figure 136).
Figure 136.
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
■
All (below the agent list)
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.
7. Select the report type you want to generate.
8. Click Get report to display the report.
Figure 137 displays an example of a productivity report.
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Generating agents’ productivity reports
Figure 137.
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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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 main menu, choose Reports > Team productivity.
The Team productivity window appears (Figure 138).
Figure 138.
Team productivity window
2. Enter the start date for the productivity report.
3. Enter the end date for the productivity report.
4. Select the team for which you want to generate the selected productivity
report.
5. Select the interval that you want Workforce Management to use when
generating the report.
6. Select the report type.
7. Click Get report to display the report.
Figure 139 displays an example of the Team productivity report sample.
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Generating productivity reports by teams
Figure 139.
Team productivity 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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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 main menu, choose Reports > Agent Report Card.
The Agent Report Card window appears (Figure 140).
Figure 140.
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 are entered by default.
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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 141 display an example of the Agent Report Card.
Figure 141.
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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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.
To generate schedule reports:
1. From the main menu, choose Reports > Schedule Reports.
The Schedule Reports window appears (Figure 142).
Figure 142.
Schedule Reports
2. Enter the start date for the schedule report.
3. Enter the end date for the schedule report.
The report type you will be selecting will change how the selection is made:
4. Select the report type. Your options are:
■
By CSQ — If you select this option, you must also select the CSQ type and
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, Filter by CSQ mapping, All (below 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.
7. Click Get report to display the report.
Figure 143 displays an example of the report.
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Generating schedule reports
Figure 143.
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 Data
Overview
You can display historical data from CSQ in tabular or graph formats. This chapter
describes how to display historical data.
NOTE: The OOC service must be started and running as
authenticating user for Workforce Management to retrieve historical
data from Unified CCX. For more information on the OOC service, See
the Cisco Unified Workforce Optimization Workforce Management
Installation Guide.
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Displaying historical data
Use this feature to display historical data from CSQ in tabular or graph formats.
Displaying historical data in tabular format
To display historical data in tabular format:
1. From the main menu, choose Reports > CSQ Historicals.
The CSQ Historical Data window appears (Figure 144).
Figure 144.
CSQ Historical Data
2. Select the CSQ by selecting it from the scrolling list or by clicking on
.
3. Enter the start date.
4. Enter the end date.
5. Select the type interval. For example per interval, per day, per week, per
month or per year.
6. Click Show data.
Figure 145 displays an example of this report.
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Figure 145.
CSQ historical data
Displaying historical data in graph format
To display historical data in graph format:
1. From the main menu, choose Reports > CSQ Historicals.
The CSQ Historical Data window appears (Figure 146).
Figure 146.
2. Click
CSQ Historical Data
next to a column heading.
Workforce Management displays the data in graph format (Figure 147).
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Figure 147.
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Historical Data graph sample
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Managing Special Functions
Overview
Use this feature to compile historical data from CSQ. You can use this information for
daily summaries, daily trends and forecast accuracy. You can also merge historical
data into CSQ. This chapter will show you how to:
■
Compile data for CSQs:
—
■
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forecast accuracy
Merge historical data from source CSQs to merged CSQ
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Compiling Historical Data
To compile historical data:
1. From the main menu, choose Special Functions > Compilation.
The Data Compilation Requests window appears (Figure 148).
Figure 148.
Data Compilation Requests
2. Complete the fields.
Field Name
Description
Forecast
accuracy
This is to calculate the precision level of the forecasts for the date
range entered here. This allows the user to see how close to
reality the generated and updated forecasts were. The result of
this calculation is displayed in "Creating a CSQ" on page 35.
For example, if your forecast precision level is 105%, this
indicates that you are over the actual contact volume by 5%.
Start date
Enter the start date of the compilation for the above selection.
End date
Enter the end date of the compilation for the above selection.
CSQs
selection
Select one or more CSQs where historical data is to be compiled
for the above selection.
Execute the
distribution
request on:
Enter the date (in the format selected in your preferences) and
time (HH:MM) should you want to delay the process of this
request to a time when the server is free, like at night.
3. Click
182
to launch the compilation request.
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Merging historical data
Merging historical data
Use this feature to merge various Historical Data sources into a virtual service. All
Data will is merged, including contact volumes (sum), talk time (average), ASA
(weighted average), quality of service (weighted average) and ACW (weighted average).
To merge historical data:
1. From the main menu, choose Special Functions > Historical Merge.
The Historical data merge request window appears (Figure 149).
Figure 149.
Historical data merge request
2. Complete the fields.
Field Name
Description
Start date
Enter the start date for this historical data merge.
NOTE: You have to have historical data within this date range for
this historical data merge to work.
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End date
Enter the end date for this historical data merge.
Execute the
distribution
request on:
Enter the date (in the format selected in your preferences) and
time (HH:MM) should you want to delay the process of this
request to a time when the server is free, like at night.
Select a CSQ
Select the virtual CSQ as created in "Creating a virtual CSQ" on
page 39 for the virtual merged capture. Once the virtual service is
selected, the defined input services are highlighted in the middle
of the window with the appropriate ratio.
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Field Name
Description
Ratio
Entering a ratio allows the user to merge only a portion of the
historical data form any type of CSQ (including virtual CSQs).
After having created an output service, you can split historical
data of a CSQ into this output service; it has to have been created
for this purpose in "Creating a virtual CSQ" on page 39.
For example, your technical service, for the past year, has
included “French” technical calls. You have now decided to create
a new service called “French” and you know that for the past year,
French technical calls represented about 35% of the whole
technical service, so by taking 35% of the call history and putting
it in your new “French” service, you will have historical data to
make forecasts and schedules from it.
3. Click
to launch the compilation request.
NOTE: After having created an historical CSQ merge, the data
compilation for displays and reports per day, weeks, months and year
is done automatically.
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Scheduling Multimedia Activities
Overview
This section explains how to schedule agents who respond to emails and chat. The
agents must have access to the Email Interaction Manager or Web Interaction
Manager module that is part of Cisco Interaction Manager.
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Scheduling agents to respond to email
Workforce Management uses the following method to schedule agents to respond to
email:
1. From Workforce Management, choose Environment > Exception Types and
create an exception to handle emails. See "Creating an exception type" on
page 43 for more information.
NOTE: You can create an exception type for each type of email you
want your agents to handle (for example, sales or IT help desk email).
2. From Email Interaction Manager, review the information on email volume and
handling time. Estimate the amount of time required for agents to handle
emails for a scheduled period.
3. From Workforce Management, perform the following task:
a. Choose Environment > CSQ Mappings and map the agents you want to
handle emails to the appropriate CSQ Mappings. If the agents handles
voice calls for half of the day and emails for the other half of the day, map
the agent to the CSQ for voice calls. If the agent only handles emails, map
the agent the CSQ related to the type of emails 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 33 for more information.
b. Choose Agents > Work Shifts and create work shifts for the agents. See
"Creating a work shift" on page 74 for more information.
c. Choose Agents > Assign Exceptions and assign email exceptions to the
agents for the length of time required to handle the email. If an agent is
dedicated to email support, 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 email support, then the email exceptions should only
cover the time the agent actually supports email.
d. Choose Schedules > Schedule Request and create a schedule for the
contact service queue. See "Creating a schedule" on page 134 for more
information.
You can ensure that Workforce Management schedules agents to handle email for a
CSQ by using one of the following options:
■
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Assign the agents to a fixed work shift. See "Work shifts" on page 55 for more
information on fixed and variable work shifts. Workforce Management always
assigns agents to a schedule, if they have a fixed work shift.
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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 66 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 35 for more information.
If you decided during a day that an agent needs to spend more or less time on
handling emails, you can adjust the schedule. See "Editing a schedule" on page 136
for more information for adjusting schedules.
When the agent logs into the Email Interaction Manager, the agent goes into a not
ready state. The agent remains in the not ready state to handle email. The schedule
will show that the agent is in the email exception.
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Scheduling agents to support chat services
Workforce Management uses 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 43 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 task:
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 33 for
more information.
b. Choose Agents > Work Shifts and create work shifts for the agents. See
"Creating a work shift" on page 74 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.
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Scheduling agents to support chat services
d. Choose Schedules > Schedule Request and create a schedule for the
contact service queue. See "Creating a schedule" on page 134 for more
information.
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 55 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 66 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 35 for more information.
If you decided during a day 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
136 for more information for adjusting schedules.
When the agent logs into the Web Interaction Manager, the agent goes into a not
ready state. The agent remains in the not ready state to handle chat services. The
schedule will show that the agent is in the chat services exception.
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Index
A
about this guide 12
agent
adding CSQ mappings 71
adding teams 70
creating 63
deleting exceptions 72
displaying exception list 72
editing 66
overview 63
agent productivity report
generating 168
C
call distribution
editing 101
generating 99
maintenance overview 101
call forecast maintenance
editing 118
call forecast requests
generating 108, 111, 114
chat services 188
closed days
close/open 131
copying 132
entering 131
overview 131
contact service queues
managing 35
conventions 12
coverage of requirements
viewing 153
CSQ
adding source CSQs to a virtual CSQ 40
assigning CSQ mappings to a CSQ 39
creating 35
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deleting 42
editing 35
entering scheduling parameters 41
relationship with CSQ mapping 35
CSQ mapping 31
adding an agent 33
adding CSQs 34
creating 31
deleting 34
editing 32
D
dashboard
using 149
E
email 186
exception types
creating 43
deleting 45
editing 43
exceptions
assigning 92
examples 94
managing 92
F
firm date association
creating 128
deleting 129
overview 128
G
general navigation information 17
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getting started
icons 17
logging into WFM 14
navigate the list menus 15
navigating the main menu 15
preferences 18
H
historical data
display in tabular format 178
displaying 178, 179
displaying in graph format 179
overview 177
I
inbox messages
monitoring 163
overview 163
M
multimedia activities 185
N
navigation information 17
P
post-production activities
assign 147
scheduling 144
preferences 18
R
reports
agent report card, overview 172
generating agent report cards 172
generating productivity reports by teams 170
generating schedule reports 174
schedule, overview 174
S
schedule
creating 135
displaying an agent schedule 138
192
editing 136
editing agent schedule 138
trading 155
viewing 140
schedule adherence
how it works 158
monitoring 157, 161
overview 157
schedule conformity
how it works 160
schedule request
creating 135
scheduling
agents to respond to email 186
scheduling agents to support chat services 188
scheduling multimedia activities 185
selecting a date 23
service
creating a new service 35
creating a virtual CSQ 39
opening/closing hours 35
setting preferences 18
special event
assigning 125
special events
creating 122
deleting 124, 127
editing 123, 126
special functions
compiling historical data 182
merging historical data 183
overview 181
supervisor dashboard
using 151
T
team
adding agents 61
creating 59
deleting 62
editing 60
time zones
adding agents 48
adding CSQs 47
displaying 47
overview 47
trading schedules
overview 155
W
work conditions
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associating work shifts 86
creating 82
deleting 87
editing 85
overview 82
work shift
assigning 88
work shift assignment
overview 88
work shift rotation
copying 89
displaying 71
work shifts
associating work conditions 80
creating 74
deleting 81
displaying agents associated with a selected
work shift 79
displaying assigned work shifts 90
editing 78
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