Verint Impact 360 Agents' Guide Workforce Management Agents' guide
Anuncio
Anuncio
Workforce Management
Agents’ Guide
Version 11.1
Document Revision 1.00
Confidential and Proprietary Information of Verint Systems Inc.
© 2002 - 2012 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.
All materials (regardless of form and including, without limitation, software applications, documentation, and any other information relating to Verint Systems, its products or services) are the exclusive property of Verint Systems Inc. Only expressly authorized individuals under obligations of confidentiality are permitted to review materials in this document. By reviewing these materials, you agree to not disclose these materials to any third party unless expressly authorized by Verint Systems, and to protect the materials as confidential and trade secret information. Any unauthorized review, retransmission, dissemination or other use of these materials is strictly prohibited. If you are not authorized to review these materials, please return these materials (and any copies) from where they were obtained. All materials found herein are provided “AS IS” and without warranty of any kind.
The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN
5,659,768; USPN 5,790,798; USPN 6,278,978; USPN
6,370,574; USPN 6,404,857; USPN 6,510,220; USPN
6,724,887; USPN 6,751,297; USPN 6,757,361; USPN
6,782,093; USPN 6,952,732; USPN 6,959,078; USPN
6,959,405; USPN 7,047,296; USPN 7,149,788; USPN
7,155,399; USPN 7,203,285; USPN 7,216,162; USPN
7,219,138; USPN 7,254,546; USPN 7,281,173; USPN
7,284,049; USPN 7,325,190; USPN 7,376,735; USPN
7,424,715; USPN 7,424,718; USPN 7,466,816; USPN
7,478,051; USPN 7,558,322; USPN 7,570,755; USPN
7,574,000; USPN 7,587,041; USPN 7,613,290; USPN
7,633,930; USPN 7,634,422; USPN 7,650,293; USPN
7,660,307; USPN 7,660,406; USPN 7,660,407; USPN
7,672,746; USPN 7,680,264; USPN 7,701,972; USPN
7,734,783; USPN 7,752,043; USPN 7,752,508; USPN
7,769,176; USPN 7,774,854; USPN 7,787,974; USPN
7,788,286; USPN 7,792,278; USPN 7,792,671; USPN
7,801,055; USPN 7,817,795; USPN 7,822,018; USPN
7,826,608; USPN 7,836,171; USPN 7,848,524; USPN
7,853,006; USPN 7,852,994; USPN 7,853,800; USPN
7,853,753; USPN 7,864,946; USPN 7,873,156; USPN
7,881,216; USPN 7,881,471; USPN 7,882,212; USPN
7,882,217; USPN 7,885,813; USPN 7,899,178; USPN
7,899,180; USPN 7,899,176; USPN 7,904,481; USPN
7,903,568; USPN 7,904,325; USPN 7,907,142; USPN
7,913,063; USPN 7,920,482; USPN 7,925,889; USPN
7,930,314; USPN 7,949,552; USPN 7,953,621; USPN
7,953,719; USPN 7,953,750; USPN 7,965,828; USPN
7,966,397; USPN 7,991,613; USPN 7,995,612; USPN
8,000,465; USPN 8,005,676; USPN 8,015,042; USPN D606,983;
USPN RE40,634; USPN RE41,534; USPN RE41,608; AU
2003214926; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA
2,564,760; CA 2,567,232; CA 2,623,178; CA 2,627,060; CA
2,627,064; CA 2,628,553; EP 1096382; EP 1248449; EP
1284077; DE 1284077; FR 1284077; DE 833489; FR 833489;
GB 833,489; GB 2374249; IE 84821; IE 85519; IL 13532400;
NZ 534642; ZL 200520118289.3; ZL 200520118288.9; ZL
200520118287.4; USPN D606,983; USPN RE40,634; USPN
RE41,534; USPN RE41,608; AU 2003214926; CA 2,474,735; CA
2,563,960; CA 2,564,127; CA 2,564,760; CA 2,567,232; CA
2,623,178; CA 2,627,060; CA 2,627,064; CA 2,628,553; EP
1096382; EP 1248449; EP 1284077; DE 1284077; FR 1284077;
DE 833489; FR 833489; GB 833,489; GB 2374249; IE 84821;
IE85519; IL 13532400; NZ 534642; ZL 200520118289.3; ZL
200520118288.9; ZL 200520118287.4; and other provisional rights from one or more of the following Published U.S. Patent
Applications: US 10/061,491; US 10/467,899; US 10/633,357;
US 11/166,630; US 11/345,587; US 11/359,195; US
11/359,319; US 11/359,356; US 11/359,357; US 11/359,358;
US 11/359,532; US 11/361,208; US 11/388,944; US
11/394,408; US 11/394,410; US 11/394,794; US 11/395,759;
US 11/475,683; US 11/477,124; US 11/478,714; US
11/479,056; US 11/479,267; US 11/479,506; US 11/479,899;
US 11/509,549; US 11/509,550; US 11/540,107; US
11/540,185; US 11/540,320; US 11/540,900; US 11/540,902;
US 11/567,808; US 11/567,852; US 11/583,381; US
11/608,340; US 11/608,350; US 11/608,358; US 11/616,490;
US 11/621,134; US 11/691,530; US 11/692,983; US
11/693,828; US 11/693,923; US 11/693,933; US 11/712,933;
US 11/723,010; US 11/742,733; US 11/752,458; US
11/776,659; US 11/824,980; US 11/831,250; US 11/831,257;
US 11/831,260; US 11/831,634; US 11/844,759; US
11/872,575; US 11/924,201; US 11/937,553; US 11/959,650;
US 11/968,428; US 12/015,375; US 12/015,621; US
12/053,788; US 12/055,102; US 12/057,442; US 12/057,476;
US 12/107,976; US 12/118,789; US 12/118,792; US
12/164,480; US 12/245,781; US 12/326,205; US 12/351,370;
US 12/416,906; US 12/464,694; US 12/466,673; US
12/483,075; US 12/497,793; US 12/497,799; US 12/504,492;
US 12/539,640; US 12/608,474; US 12/628,089; US
12/630,030; US 12/684,027; US 12/686,213; US 12/708,558;
US 12/725,127; US 12/753,137; US 12/762,402; US
12/768,194; US 12/792,796; US 12/840,227; US 12/840,233;
US 12/852,144; US 12/879,868; US 12/887,059; US
12/887,089; US 12/888,445; US 12/891,620; US 12/915,868;
US 12/915,941; US 12/916,006; US 12/940,508; US
12/942,111; US 12/964,891; US 13/005,996; US 13/008,283;
US 13/011,870; US 13/011,871; US 13/016,998; US
13/036,923; US 13/096,145; US 13/096,148; US 13/096,153;
US 13/114,620; US 13/149,655; US 13/155,343; US
13/182,672; US 13/187,438; US 13/189,514; and other U.S. and International Patents and Patents Pending.
Certain components of this Software or software contained in this Product (collectively, “Software”) may be covered by socalled “free or open source” software licenses (“Open Source
Components”), which includes any software licenses approved as open source licenses by the Open Source Initiative or any similar licenses, including without limitation any license that, as a condition of distribution of the Open Source Components licensed, requires that the distributor make the Open Source
Components available in source code format. A license in each
Open Source Component is provided to you in accordance with the specific license terms specified in their respective license terms. EXCEPT WITH REGARD TO ANY WARRANTIES OR OTHER
RIGHTS AND OBLIGATIONS EXPRESSLY PROVIDED DIRECTLY TO
YOU FROM VERINT, ALL OPEN SOURCE COMPONENTS ARE
PROVIDED "AS IS'' AND ANY EXPRESSED OR IMPLIED
WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
PARTICULAR PURPOSE ARE DISCLAIMED.
Any third party technology that may be appropriate or necessary for use with the Verint Product is licensed to you only for use with the Verint Product under the terms of the third party license agreement specified in the Documentation, the Software or as provided online at http://verint.com/thirdpartylicense. You may not take any action that would separate the third party technology from the Verint Product. Unless otherwise permitted under the terms of the third party license agreement, you agree to only use the third party technology in conjunction with the
Verint Product.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE,
POWERING ACTIONABLE INTELLIGENCE, INTELLIGENCE IN
ACTION, ACTIONABLE INTELLIGENCE FOR A SMARTER
WORKFORCE, VERINT VERIFIED, ENTERPRISE INTELLIGENCE
SOLUTIONS, WITNESS ACTIONABLE SOLUTIONS, VOVICI, STAR-
GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA,
AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the
IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, CLICK2STAFF, BLUE PUMPKIN, GMT, and GMT
Planet are trademarks or registered trademarks of Verint Systems
Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.
Visit our website at www.verint.com/intellectualpropertynotice for updated information on Verint Intellectual Property.
Document Revision 1.00
Published April 4, 2012
C o n t e n t s
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Welcome to Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Navigating in Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Expanding Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Expanding and Collapsing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Selecting Items in a Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Expanding Truncated Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Sorting Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Printing a Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Setting Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Logging Off the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
The My Home Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
My Schedule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Viewing Your Schedule Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Viewing Your Personal Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Viewing Your Group Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
My Requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
My Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Viewing Request Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
My Time Off Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
My Time Off Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Swap Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
My Bid Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
My Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Time Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Log History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
My Adherence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
My Volumes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Contents
My Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Schedule Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Personal Information: Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . 83
Additional Information: User Defined Fields . . . . . . . . . . . . . . . . . . . . . . . . . 83
My Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Viewing Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Notification Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
4
P r e f a c e
About This Guide
This guide provides detailed information on how you, as an employee, can use
Workforce Management to log your activities and time, view your schedule, submit requests for time off or shift swaps, or submit shift bids. This guide is not intended to teach the basics of computer or software operation or use, and does not contain tutorial information. You are expected to be experienced in working with contact center equipment and software applications as well as PC workstation hardware and software.
Colors may not print legibly on black and white printers. If you are using a non-color printer, make sure to select the option to print colors as black.
Please note that the screen shots used in this guide are for illustrative purposes only.
There may be some differences between what you see in the product and these screenshots, but those differences should not be significant or affect the accuracy of the information contained in this guide.
Intended Audience
This guide is designed to be used by employees in a contact center. Users are expected to be experienced in working with contact center equipment and software applications as well as PC workstation hardware and software.
Documentation Feedback
We strive to produce the highest quality documentation products and welcome your feedback. If you have comments or suggestions about our guides or online help, you can email us. Please include the following information with your feedback:
Preface About This Guide z z z
Product name and version number
Name of online help or guide
Topic name and page number (if applicable)
Brief description of content z z
Your suggestion for correcting or improving the documentation
Please send your messages to [email protected]
.
The email address is only for documentation feedback. If you have a technical question, please contact Technical Support.
Technical Support
Our goal at Verint Systems is to provide you with the best products backed by a highquality support network with a variety of resource options. Verint Systems Technical
Support services include email and telephone support.
To learn more about the support options that best suit your needs, visit us at verint.com/EISsupport .
Verint University
In addition to documentation, online Help, and support services, Verint Systems also offers both classroom-based and online learning alternatives to suit your specific needs.
To learn more about available training options from Verint Systems, visit us at verint.com/training .
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
6
C h a p t e r 1
Welcome to Workforce
Management
To meet the needs of a broad spectrum of enterprises, the Workforce Management portion of the Workforce Optimization Solution is available in pre-packaged solutions that deliver different levels of functionality.
The Operational Series Workforce Management Package is comprised of functionality designed to optimize employee performance, reduce risk, and automate manual processes such as forecasting and scheduling. It includes: z z
Forecasting and Scheduling—Client software used for daily and weekly forecasting and scheduling.
Web-Enabled Self-Service—A standard, web-based interface module for employees, supervisors, and administrators.
z z
Advanced Adherence—Real-time employee adherence tracking, adherence management capabilities for monitoring adherence to schedule for deferred media, including aux codes and non-phone-based activities, as well as enabling management of adherence exceptions.
Basic Scorecards—Pre-defined role-appropriate scorecards with pre-packaged
Workforce Management and Quality Key Performance Indicators (KPIs), which display actual performance information on a daily basis.
z
Coaching–Allows contact centers to make employee coaching a part of daily operations. It provides out-of-the-box workflow for scheduling, delivering, and tracking employee coaching that is integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).
Our Advanced Series Workforce Management Package builds on the Operational Series’ functionality, and focuses on optimizing enterprise performance by raising first call resolution rates, increasing enterprise revenue generation, and ensuring consistent customer experiences.
Chapter 1 - Welcome to Workforce Management
In addition to those functions included in the Operational Series, the Advanced Series includes: z
Time Off Management (TOM)—A web-based module allowing employees to request and supervisors to manage employees’ time-off and vacation requests.
This module is also an option for the Operational Series.
z
Advanced Scorecards—A superset of the scorecards found in Basic Scorecards, as well as the ability to display trend information compared to goals.
An even deeper level of functionality for Scorecards is provided with KPI Design, which provides users with the ability to define additional data sources types, source measures,
KPIs, and to connect custom adapters from these additional data sources.
z
Strategic Planner—Allows you to plan long term for multi-skilled contact center and enterprise back-office environments, assess the operational and financial benefits and impacts of different scenarios before making decisions, increase forecasting accuracy with sophisticated analysis of historical data, plan your resources to reflect projected customer demand and corporate objectives, develop optimal staffing plans that minimize costs while meeting service goals, and provide executives with the information they need to review and rapidly approve budgets and plans.
Our Strategic Series Workforce Management Package builds on the Advanced Series’ functionality.
In addition to those functions included in the Advanced Series, the Strategic Series includes: z z
Learning Lesson Management—Enables employees and supervisors to access on-demand learning, to enhance their skills, and to increase their productivity and performance.
Content Producer—an application comprised of editing, authoring, and conversion tools to develop interactive clips for internal training and assessment.
Optional functions for the above packages include among other functions: z z
Multi-Contact—Enables forecasting and scheduling for additional media other than phone, such as chat, e-mail, etc.
Shift Bidding—A web-based module facilitating automated shift bidding.
z z z z
Multi Week—Enables you to schedule over a multi-week period rather than one week at a time.
Operations—Allows volume control and workload management, particularly with the financial services arena.
Projects—Nominally part of the Multi-Contact functions, this separately licensed feature expands the solution’s functionality to meet the needs of non-customer-facing activities in the financial services and banking arenas.
Queue Hopping—Allows you to schedule employees to work on different queues at different times.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
8
Chapter 1 - Welcome to Workforce Management
Our Performance Management Series Workforce Management Package is similar to the
Advanced Series Workforce Management Package. It includes: z
Strategic Planner z z z
Volume Capture (part of the Operations functions mentioned above)
Pulse
Alerts z z z z
Standard reports
Ad-hoc reports
Advanced Adherence z
KPI Design (includes all the functionality of Basic Scorecards and Advanced
Scorecards)
The Workforce Management Express package is designed specifically for centers with up to 150 seats, it combines many of the workforce management capabilities used by large contact centers into a prepackaged, affordable solution that’s easy to use and fast to deploy.
Impact 360 Express Workforce Management can help reduce overstaffing and overtime, provide employees with the schedules they actually prefer, identify time-off opportunities, and reduce shrinkage. What’s more, it can automate routine administrative tasks, freeing your supervisors to coach their staff.
With Impact 360 Express Workforce Management, your smaller contact center can simplify and automate the complex task of forecasting and scheduling, enhance employee morale, and increase productivity. It’s a smart solution that can deliver a return on investment quickly.
Forecasting and Scheduling — Impact 360 Express Workforce Management integrates with your ACD and uploads historical data directly from its database. You can use this data to forecast future contact volume and handle times for daily or weekly projections. You also can set up profiles to model contact volume behavior for recurring events and circumstances.
Impact 360 Express Workforce Management helps you produce optimal schedules down to the quarter hour by balancing defined shift rules, work patterns, breaks, off-phone times, targeted service-level goal, and employee skills, proficiencies, and preferences. By better aligning staffing levels with contact volumes, it can help drive down costs.
z
Planning, Adherence, and Management — Impact 360 Express Workforce
Management tracks key operational metrics so you can take corrective action right away. This intra-day functionality provides a real-time, graphical view of forecasted, actual, and predicted contact volume, handle time, service-level statistics, and other critical information. You can configure email alerts to notify users of deviations from plan and adjust your staffing accordingly.
What’s more, Impact 360 Express Workforce Management can provide a complete picture of adherence. You can simultaneously compare your employees’ actual activities against their schedules, review a breakdown of adherence per activity, and manage exceptions, helping minimize shrinkage in your center. Supervisors can receive instant alerts for out-of-adherence states, helping them correct problems right away. An advanced adherence exception management function shows
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
9
Chapter 1 - Welcome to Workforce Management z employee exceptions graphically across the entire day in real time, allowing supervisors to approve or deny them in one-minute increments.
Better still, Impact 360 Express Workforce Management can enable you to perform what-if analyses to assess different staffing strategies, such as full time versus part time. This can help you make informed decisions using data that would be very difficult — if not impossible — to evaluate using spreadsheets.
Agent Self-Service — Employees can easily manage and contribute to their own schedules without impacting service levels. They can request preferences for start times (by day), overtime, and days off in the week, and view published schedules using their browser-based interface. They can also post, negotiate, and request full or partial-day shift swaps via an online swap board — which is monitored by an automatic conflict checker and forwarded to managers for quick and easy processing. This can build morale and retention while allowing your managers to focus on coaching.
z z z z
Reporting — Impact 360 Express Workforce Management includes out-of-the-box reports on center activity, adherence, performance, staffing, time off, and more. It also provides audit trail functionality that shows system administrators the changes made to the system, such as modifications to schedules, roles, permissions, forecasts, employee attributes, and more.
Multi-Contact—This optional functionality enables forecasting and scheduling for additional media other than phone, such as chat, e-mail, etc.
Shift Bidding — This optional functionality introduces greater fairness in awarding shifts by automatically factoring in seniority, rank, and unique “tie-breaking” bonus points to assign shifts. Supervisors can allocate bonus points to staff to recognize extra effort, and employees can choose to use them to elevate their position in the bid. The system also immediately informs employees of the chances of getting their shifts, setting expectations ahead of time.
Time-off Manager — Using this optional functionality, you can streamline routine tasks associated with time-off requests. Employees can request, be wait-listed, withdraw, and view the status of their time-off requests. Requests can be routed for approval by managers or automatically processed based on rules you define.
This guide assumes at a minimum that you have the Operational Series. Modules and functions that are either optionally available or are only available in the Advanced Series or Strategic Series are appropriately identified in the text.
Verint Systems’ Workforce Optimization Solution includes the functions described in this
Workforce Management guide. For that reason, you will at times see the product referred to as the Workforce Optimization Solution and at other times as Workforce Management.
Logging into Workforce Management
There are two ways to start the web application in Workforce Management, depending on how your system is configured: z
Single sign-on
When your system has been configured for single sign-on, you do not log into
Workforce Management, or indeed, any of the Impact 360 applications, such as
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
10
Chapter 1 - Welcome to Workforce Management z eLearning, Quality Monitoring version 10 SP3, or Quality Monitoring version 7.8
SP1. All authentication is done when you log into Windows on your computer.
Application-dependent sign-on
You must log into each Impact 360 application independently.
To start Workforce Management:
1
Open your web browser and type the URL of the server location where Workforce
Management is installed.
If your system is configured for single sign-on, the login page is displayed and the
Trusted Login check box is checked. You do not need to sign in to the application, only click on Login. You can then start working with Workforce Management.
If your system is not configured for single sign-on, the Login page opens, a portion of which is shown below:
2
Type your Username and Password (both are case-sensitive), then click Login.
Workforce Management opens to the default page for your role or the one you have selected in Preferences.
The following are special characters, and cannot be used within Impact 360:
[left square bracket
]right square bracket
<less-than sign
>greater-than sign
\reverse solidus (backslash)
"quotation mark
&ersand
!exclamation point
?question mark
Individual pages within Impact 360 might restrict the use of some other characters.
If users have forgotten their password, and provided your company’s networking and security environment permits, they can click Reset Password. The system will prompt them for certain data to identify them (the same data specified in the section
Self-Identification (XXX) of the Workforce Management Administration Guide), and if an e-mail address has been registered for them, it will send a temporary password to their e-mail address. They can use this temporary password to log in; the system will then require them to change the temporary password and log in using the new password they have selected.
11 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 1 - Welcome to Workforce Management Navigating in Workforce Management
If an e-mail address is not registered for them, they will be instructed to contact their system administrator either to reset their password or register an e-mail address for them, so they can reset it themselves.
Navigating in Workforce Management
Workforce Management uses a web-browser-based interface with a navigation bar and multiple levels of tabs.
The topmost level of navigation consists of modules, such as the following:
At the far right end of the modules, a button ( ) allows you collapse and truncate the module navigation level from two lines to one, which can be useful depending on your screen’s size.
Hovering your cursor over a module displays a window showing all the sections into which functions are grouped under the module, such as: z
My Dashboards
z z
My Schedule
My Requests
The next level down of navigation is referred to as a tab, such as the following:
General controls are located above the navigation bar:
Click Refresh to update the data on your page.
Click Print to print a copy of the current page.
Click Send Message to send a pop-up alert to selected target users.
Click Enter What If to enter What If mode.
Click Preferences to open the Preferences window.
Click Help to open the Workforce Optimization Solution Help system and display help for the current page.
Click Logout to log out of the Workforce Optimization Solution.
Navigate by hovering your cursor over the appropriate module to display the sections and their tabs, and click the tab you want to use.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
12
Chapter 1 - Welcome to Workforce Management Navigating in Workforce Management
Note that the modules, sections, and tabs available change depending on the user’s role and your license.
If you resize your browser window, the rightmost buttons on the button bar may be hidden.
Resize your browser window, scroll horizontally, or change your screen resolution to see them.
If you find yourself frequently changing among two or three tabs, you can open multiple sessions in separate browser windows to make your access to these tabs quicker and easier.
Employees typically have access to the following Workforce Optimization Suite modules:
My Schedule
You can view your own schedule, your group’s schedule, and your time-off, shift swap, and shift bidding requests. (Time-off and shift bidding are optional, separately-licensed functions.)
My Requests
My Profile
Allows you to view and manage your time-off, shift swap, and shift bidding requests (the latter is a separately licensed optional feature).
Allows you to review and update your personal information.
Expanding Pages
Some pages in Workforce Management use two panes with a selection list on the left and an action page on the right.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
13
Chapter 1 - Welcome to Workforce Management Navigating in Workforce Management
Either side of these pages can be expanded by clicking one of the arrow buttons between the panes.
z
Click the button facing right to expand the left pane into a summary list.
z
Click the button facing left ( ) to expand the right pane into a full page display.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
14
Chapter 1 - Welcome to Workforce Management Navigating in Workforce Management z
To return to the original display, click the single-arrow button to the side of the display. To switch the pages displayed, click the double-arrow.
The pane on the right may consist of one or more groupings, referred to as containers, as shown below:
Each container has its own title and can be collapsed or expanded. Containers may contain multiple collapsed levels.
Expanding and Collapsing Lists
Some lists in the Workforce Optimization Solution have controls that allow you to expand the list completely, or to collapse it.
Click right-facing button to expand the list.
Click the down-facing button to collapse the list.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
15
Chapter 1 - Welcome to Workforce Management Navigating in Workforce Management
For example, the following graphic shows the Organization Scope list in both its expanded and collapsed form:
Expanded Collapsed
Selecting Items in a Drop-Down Menu
You set the value of some items in the Workforce Optimization Solution’s web interface using drop-down menus. There are two types of drop-down menus: z single-selection
You can only select one item from the drop-down menu.
z multi-selection
You can select one or more items, using the
Ctrl
key to select non-adjacent items or the
Shift
key to select a contiguous range of items.
The type of drop-down menu is indicated with the following buttons:
Single-selection
Multi-selection
Once you’ve finished multi-selecting, click again.
If the items you have selected cannot be fully displayed in the selection box, position your cursor over the selection for a few seconds (known as hovering). The selected items will be displayed as a tool-tip. This same technique can be used for both single and multi-selections.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
16
Chapter 1 - Welcome to Workforce Management Navigating in Workforce Management
Expanding Truncated Text
Some windows in the Workforce Optimization Solution automatically truncate text in the
Content Title area of the window. To indicate that the text has been truncated, the system adds an ellipsis (...) to the end of the displayed text.
To expand the text so you can see it in its entirety, position your cursor over the text for a few seconds (referred to as hovering). The full text then appears in a pop-up box, as shown in the following figure:
Sorting Data
Many of the Workforce Optimization Solution’s pages contain columns of information that can be sorted.
To sort information: z
Click the name of the column to be sorted. The column head turns darker and a small arrow indicates the sort order of the column.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
17
Chapter 1 - Welcome to Workforce Management Setting Preferences z
To reverse the sort order, click the name of the column again.
Printing a Page
To print a page:
1
Click
on the navigation bar. The
dialog box opens.
2
On the
Options
tab, select
Print frames as laid out on screen.
3
Click
Print.
Setting Preferences
You can set your viewing preferences by clicking
Preferences
on the navigation bar.
These settings remain in effect until you change them.
These settings affect only your display. Some of the preference settings shown may not be applicable to you, depending on your license.
Preferences allow you to choose the following display options:
General:
z
Default Language
—available languages are determined by your license and made available by your administrator through the Licensed Languages container of the
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
18
Chapter 1 - Welcome to Workforce Management Setting Preferences z
System Management module’s Administration section’s
General
sidebar element. If only one language is available, this option is not displayed.
Default Regional Format
—sets the default format for:
-
Date (short and long formats, order, separator)
-
Time (12 or 24 hour and relevant symbols, separator, leading zero)
-
Currency (symbol, number settings)
-
Number settings (000 separator, decimal point character)
-
First day of week (in calendars)
The localized setting will be used anywhere dates, times, currency figures and numbers are displayed.
z
Default Time Zone
—activity times and schedules are displayed to you in this time zone.
User Interface:
z
Use Accessibility Compliance Mode
—allows the user interface to be displayed using certain alternate mechanisms prescribed by a U.S. Federal standard. These mechanisms are designed to facilitate access to the system by all users, regardless of their abilities or disabilities..
z z
Repeat Header Every N Rows
—the frequency a table or report header will be displayed as you scroll through a list. Type a number in the text box. A blank box sets the number to the default, 30. Enter a zero (0) if you don’t want the header to repeat.
Default Rows in a page
—for pages that support pagination, the number of rows to display by default for tabular data.
Navigation:
z z
Default Screen at Login
—the screen that first appears each time you log in.
Show Navigation Images
—toggles the display of the images shown above the module names in the navigation bar. Suppressing the display of the images allows more information to be displayed on your monitor, somewhat reducing the need to scroll.
z
Show 2nd Level Navigation
—toggles the display of the navigation sections below the module name.
z
Customize Modules
—the controls allow you to customize the display order of the modules.
Activity Manager / Adherence
z
My Time Record Sort Order
—toggles the sort order of your time records from ascending to descending.
Click
Save
to save your changes.
Getting Help
Help for each Workforce Optimization Solution web page is available by clicking the
Help
link on the navigation bar.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
19
Chapter 1 - Welcome to Workforce Management Logging Off the System
Click the
About
button to view statements about intellectual property, open source attribution, and the user license.
Click the
Close
button to return to the main page.
Logging Off the System
You can log out of the Workforce Optimization Solution at any time.
To log out of the Workforce Optimization Solution: z
Click
Logout
on the navigation bar.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
20
C h a p t e r 2
The My Home Module
As employee, you have access to the following sections and tabs of the
My Home
module:
Chapter 2 - The My Home Module
My Schedule
z
Summary
z
Personal
z
Group
My Requests
z z
My Requests
My Time Off Calendar
z
My Time Off Report
z
Swap Board
z
My Bid Options
z
Policies
My Time
z z
Schedule
Time Record
z z
Log History
My Adherence
You can view your own schedule, your group’s schedule, and your time-off, shift swap, and shift bidding requests: z
View the current week’s schedule in an abbreviated format, a time off summary, shift swap summary, and
a shift bidding summary. See page 24.
z z
View your detailed schedule information in a
format best suited for printing. See page 27.
View schedule summary information for each day in a selected range for multiple employees in their own organizations and other organizations as specified in the Time Off
Allows you to view and manage your time-off, shift swap, and shift bidding requests (the latter is a separately licensed optional feature, as well as shift requests and changes.
z z
View your personal requests. See page 36.
View personal Time Off information in Calendar
z z z
View details on the time off you have taken and
the time off you have scheduled. See page 65.
View and create Shift Swap postings. See
View available biddable schedules for a campaign and create Shift Bid Requests. Shift bidding is a separately licensed optional
z
View Time Off, Shift Swap, and Shift Bidding
Policies, as well as Auto-Processing and Filing
Rules information. See page 68.
You use the My Time section, available as part of the
Advanced Workforce Management solution, to view your adherence to your schedule.
z z z z
View your schedule of activities. See page 70.
Log onto the system, start and change
activities, and end your shift. See page 71.
View a history of your activities. See page 73.
Allows you see your adherence data (how well you are conforming to your assigned schedule) in a graphic form. In addition, it shows a
summary of the data for the day. See page 74.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
22
Chapter 2 - The My Home Module My Schedule
My Scorecards
My eLearning
My Coaching
My Profile
z
Schedule Preferences
z
Personal Information
z
Additional Information
My Notifications
Allows you to view your scorecards. This module is documented in a separate guide, the Scorecards User
Guide.
Allows you to view advanced eLearning tools that deliver customized lessons to your desktop. These lessons are designed to increase your performance and competency rank. This module is documented in a separate guide, the
eLearning Student Guide.
Allows you to view your coaching assignments. This section is documented in a separate guide, the Coaching
User Guide.
Allows you to review and update your personal information.
z z z
Specify or change your preferences on how you are scheduled. These are your general preferences, and are not related to a specific
week or scheduling period. See page 80.
View your personal information and update
When the organization- scoped license is enabled, user defined fields are not displayed as a part of the Personal Information.
Instead, they are displayed on this tab.
Provides a personal, read-only inbox for notifications sent to you by other employees (for example, your supervisor or manager) or generated by an alert rule.
If your license includes the optional Operations features, you will also see the following module and tabs:
My Volumes
Allows you to track current and historical work volumes: z
Work
z
Track workload of various types as it arrives, is completed, and pending (backlogged) through
the day and week. See page 76.
z
History
z
View a history of your entered and completed
My Schedule
The
My Schedule
module provides a quick and convenient way to work with your schedule. Once your organization’s schedule is set in Forecasting and Scheduling, the
Workforce Management scheduler publishes it (makes it available to you). You can then
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
23
Chapter 2 - The My Home Module My Schedule retrieve your personal schedule from the intranet with a standard web browser such as
Internet Explorer.
In addition, depending on which features have been licensed, the
My Schedule
module’s functions allow you to submit time-off requests, propose or accept shift swaps, and submit shift bids for schedules that are not assigned to a specific employee.
The
My Schedule
module contains the following tabs:
Summarizes your schedule for the week, your time off for the year, and any of your shift swap or shift
bidding requests that are still active. See page 24.
Shows your schedule details for the current week. You can also change the range of dates to see additional
schedule information. See page 27.
Shows the schedule for your entire group. See
Viewing Your Schedule Summary
The
Summary
tab consists of up to five containers: z
This Week’s Schedule
This container displays a summary of your schedule for the current week.
It includes:
-
The number of days and paid hours you are scheduled to work.
-
The times you are scheduled to work each day.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
24
Chapter 2 - The My Home Module My Schedule z z z z
If your schedule has not yet been published, you will see the text
Not Published
below the date.
Time Off Summary (Hours) for Year <StartDate - EndDate> as of
<EndDate>
If your license includes Time Off Management, you will see this container, which shows the time-off activities subject to accrual, using the following columns:
-
Time Off Type
: Either the Time-Off type or Activity type based on the settings. If
Time-Off Accrual is configured at the Activity Type level, the activity type is shown with all the underlying activities indented below.
-
Total
: Total available hours at end of the year. These hours are calculated based on the carry over from the previous year + accrued hours of the current year.
-
Starting Balance
: Accrued hours at start of the current year. This value is calculated based on the last available balance from the previous year.
-
Used
: The total hours used by the current date. This field always displays zero for future years.
-
Scheduled
: The total scheduled hours from now until the end of the selected year. This field always displays zero for past years.
-
Pending
: The number of hours that are in a pending state.
-
Estimated Remaining
: The total scheduled hours from now until the end of the selected year. This field always displays zero for past years.
Shift Swap
This container provides a list of your shift swap requests and their status.
Shift Bidding
If your license includes Shift Bidding, this container provides a list of your shift bidding requests and their status.
Time Bank
If your license includes Time Banking, and you are assigned to a time bank, this container’s label shows period (start date and end date) of your time bank template. The table that follows shows:
-
Target Hours
: The total number of hours you are required to workin the entire time bank period.
-
Target Hours (up to date
)
: The pro-rated number of hours you are required to work in the period from the beginning of the time bank, to the "up to date," which is the end of the last fully-published schedule period that intersects the time bank period. If the schedule period ends after the time bank, then the time bank end date is used as the "up to date." The "up to date" is shown in parentheses in the column header.
-
Scheduled Hours (up to date
)
: The number of your scheduled hours in the period from the beginning of the time bank, to the "up to date."
-
Adjustments
: Any schedule adjustments for you between the time bank’s start date and the "up to date."
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
25
Chapter 2 - The My Home Module My Schedule
-
Balance
: This field shows your scheduled hours up to date plus any adjustments less the target hours up to date.
If your site is licensed for the optional Time-Off Accrual feature, the second container changes slightly:
Its title changes to
Time Off Summary (Hours) for Year
<StartDate - EndDate>
as of
<EndDate>. This container displays the time-off activities subject to accrual, using the following columns: z z z
Time Off Type: Either the Time-Off type or Activity type based on the settings. If
Time-Off Accrual is configured at the Activity Type level, the activity type is shown with all the underlying activities indented below.
Total: Total available hours at end of the year. These hours are calculated based on the carry over from the previous year + accrued hours of the current year.
Starting Balance: Accrued hours at start of the current year. This value is calculated based on the last available balance from the previous year.
z z
Used: The total hours used by the current date. This field always displays zero for future years.
Scheduled: The total scheduled hours from now until the end of the selected year.
This field always displays zero for past years.
Pending: The number of hours that are in a pending state.
z z
Estimated Remaining: The total scheduled hours from now until the end of the selected year. This field always displays zero for past years.
At the right side of the container, the Time-Off Accrual Calculator button ( ) allows you to launch the Time-Off Accrual Calculator. Use this calculator to view certain information related to time-off accrual.
26 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Schedule
Select the date as of which, and the time-off activity for which you want to calculate accrual, and click
Calculate
.
The calculator returns the following results:
Estimated Remaining
: the estimated available hours calculated at the given date, for the given type of Time Off.
Accrual Schedule
: The current accrual schedule setting of the selected Time-Off type: how many hours (rate) over a period, for the selected Time-Off year (the year in which the selected date falls).
Maximum Balance
: The maximum balance allowed for the selected Time-off type in the selected Time-off year.
Maximum Carryover
: The maximum carryover allowed for the selected Time-off type in the selected Time-off year.
Scheduled as of...
: The scheduled hours at the end of the selected Time-off year.
Pending as of...
: The pending hours at the end of the selected Time-off year.
The screen shows your name in the title.
Click
Done
to close the Time Off Accrual Calculator window.
Viewing Your Personal Schedule
The
Personal
tab shows detailed schedule information for the current user. It is best suited for printing personal schedules.
To change the dates shown:
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
27
Chapter 2 - The My Home Module My Schedule
1
Click on the date range selector icon date range.
next to the shown dates and select the
When selecting the date range, you can click one of the buttons at the bottom of the pop-up:
-
Today
-
Tomorrow
-
This week
-
Next week
-
This month
-
This Year
Alternatively, you can select the start date on the left calendar, end date on the right calendar, and click
Set
.
You can move both calendars in synch using the arrow buttons on either side of the window title Select Date Range. To move each calendar independently, use the arrow buttons on either side of the month’s name. The « and » buttons move in increments of a year; the < and > buttons move in increments of a month.
If you do not want to change the date range in the selector, click
Cancel
.
To switch the view from text to graphical: z
Use the View drop-down selector on the top right of the page.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
28
Chapter 2 - The My Home Module My Schedule
In graphical view, each date in the date range is represented by a record in the
Shift
column (on the left). The record may show the shift start and end times, or No shift, or
Not published
. The color box on the left of the shift shows the main shift activity. If you see a yellow information icon next to the shift end time, you can hover the mouse over it and read the shift comment.
Each activity during a day is represented by a row, which shows the activity color box, activity name, activity start and end times, and an optional description icon. The description is displayed when you hover the mouse over the yellow information icon.
In Text view, a shift overtime period is displayed on a separate line in the
Shift
column and activities that are covered by an overtime period have a cross-hatch pattern on top of the color icon box next to the activity name in the
Activities
column. The pattern resembles the following:
Depending on the settings of your preferences for viewing your schedule, you may also see a ribbon below each date in the date range, displaying the Net Staffing for that date.
z z z
This ribbon shows which hours have a net staffing shortage or surplus, thus allowing you to request overtime or voluntary time off, respectively.
The ribbon runs the length of the time range being displayed, and is a sequence of color-coded hourly cells indicating whether each hour has an excess of Net Staffing, a shortage of Net Staffing, or Neutral. (The colors for each depend on your
Preferences settings.)
Because overtime can be requested far prior to or after a shift, the hourly range of the graphical schedules includes the entire day whenever Net Staffing is displayed.
29 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Schedule z z z z z z z
For example, when Net Staffing is disabled, the row might only include 8 hours, but when net staffing is enabled, the row includes all 24 hours.
When viewing past days or hours, the net staffing ribbon is empty. In other words,
Net Staffing is only shown for future hours.
The Net Staffing ribbon is only displayed for the first seven days in the date range.
The Net Staffing ribbons, in addition to indicating which hours are requestable, are also interactive, allowing you to create a shift or VTO request directly from the schedule view page. When you click inside one of the net staffing ribbon's cells, the entire cell is selected and hi-lighted with the "Cell Selection" color (yellow by default, but configurable). While the mouse button is still down, you can drag the mouse left or right, expanding or contracting the cell selection. Dragging the cell selection up or down is not permitted.
Once you release the mouse button, a Create Shift Requests & Changes dialog appears, pre-populated with the details of this request. The dialog chooses the shift whose length best matches the length of the ribbon selection, and the activity is set to the activity that is linked to your queue that has the greatest net staffing shortage.
If you are already scheduled for a shift on that day, the dialog instead chooses an extension, if one can be found that would overlap some or all of the ribbon selection. Again, the extension whose duration best matches the ribbon selection is chosen, and the activity is the activity for the queue that has the greatest staffing shortage.
If there is no shift or extension which matches your selection, you receive a message saying that nothing is available to match the selection and the elements in the dialog are disabled.
If you are scheduled for an unavailability event or a time-off event, those cells are displayed in the Net Staffing ribbon as Neutral cells (grey, by default). They can still be requested, however. Clicking the cell takes you to the Shift Requests &
Changes dialog. If a shift request overlaps an unavailability, and the request is approved, the entire unavailability event is dropped, even the part(s) that do not intersect the new shift.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
30
Chapter 2 - The My Home Module My Schedule
In Graphical view, when a shift assignment has an overtime period, either before the normal start or after the normal end of the shift, the same cross-hatched pattern used in Text view covers the overtime period. This pattern can cover any event and background color.
Viewing Your Group Schedule
The
Group
tab displays schedule summary information for each day in a selected range for multiple employees. The other views of the group schedule display only one day on the page.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
31
Chapter 2 - The My Home Module My Schedule
Each date in the date range for each person is represented by an entry in the table. The entry may be one of: z z the start and end of the work period
No shift
z
Not published
Off
z
The start and end usually represent the start and end of the shift, except when the shift is extended by an adjacent calendar event or when it is trimmed by a time-off event.
If you have enabled the display of the Net Staffing ribbon, you are only shown your own
Net Staffing ribbon, not that of the other employees in the group.
To change the dates displayed, click on the date range selector next to the dates shown and select the date range.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
32
Chapter 2 - The My Home Module My Schedule
When selecting the date range, you can click one of the following at the bottom of the pop-up: z
Today
z z
Tomorrow
This week
Next week
z z
This Month
This Year
z
Alternatively, you can select a start date on the left calendar, an end date on the right calendar, and click
Set
. If you do not want to change the date range in the selector, click
Cancel
.
You also have the option of switching the view from text to graphic or multiday format using the View drop-down selector on the top right of the page.
Viewing the Schedule for a Different Group of Employees
To view a different group of employees, click on the group selector icon ( )next to the name of the current group. The group selector window appears as a pop-up window, which allows you to select a group of employees using their organization and/or campaign associations.
1
Select one organization in the left-hand tree, or select one campaign in the right-hand list, or select both an organization and a campaign. When selecting an organization, you can expand and collapse organization tree branches by clicking the triangular icons to the left of the organization names.
2
Click
Save
.
If both an organization and campaign are selected (highlighted), the selection will affect employees from the selected organization who are working in the selected campaign, a subset of both organization and campaign.
If only an organization name is selected, you are selecting all the employees in this organization.
33 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Schedule
If only a campaign name is selected, you are selecting all the employees working in this campaign, regardless of their organization.
Changing the Schedule’s Sort Order
Use the
Sort by
drop-down selector to change the sort order.
If you are not viewing the first page in a multipage list of the selected group of employees, changing the sort order takes you back to the first page.
You can sort the information on this screen by one of the following: z
Last Name
z z
First Name
Start Time (shift start time) z z
End Time (shift end time)
Length (shift length)
Usage Notes
If the list of selected employees in the group is long, use the pagination drop-down selector at the bottom left of the window to limit the number of employees being displayed, thus allowing the page to display quickly.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
34
Chapter 2 - The My Home Module My Requests
You can also use the scroll bars to view the continuation of the list. The column headers repeat every certain number of rows. You can change this number in the Preferences
To move to the next or previous page in a long list, use the next (right arrow) or previous (left arrow) buttons in the pagination control.
My Requests
The
My Requests
module gives you access to up to six tabs, which allow you to enter and manage your requests for time off, shift swaps, and shift bids.
Allows you to view the status of any outstanding requests you made, as well as create new ones. See
If your license includes Time Off Management, shows you a graphic view of your time-off pool’s calendar for the upcoming 12 months. A color key allows you to distinguish such things as working holidays, blackout
periods, and the like. See page 63.
If your license includes Time Off Management,, allows you to view details on the time off you have taken and the time off you have scheduled.
Allows you to view your own and others’ swap board postings, create new ones, and agree to a shift swap
proposed by another employee. See page 66.
If your license includes Shift Bidding, allows you to submit bids for schedules that have not been assigned
to a specific employee. See page 67.
Allows you to see the organization policies that apply to shift swaps, auto-processing, and filing rules. (A filing rule is a condition that must be met, such as submitting a request a certain number of days in advance.) If your license includes Time Off
Management and Shift Bidding, you will also see policies that apply to time-off requests and shift bids.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
35
Chapter 2 - The My Home Module My Requests
My Requests
Use this tab to view personal requests. Click the top of a column to sort by the column.
Click again to reverse the sort order.
To view requests of a specific type:
1
Go to the
View
field on the top right area of the page and select the request type.
The
Status
column shows you the status of your requests, using the icons in the following table:
Icon Meaning
The request has been approved. Below this icon you may see an additional icon if you have requested withdrawing the time-off request.
z z
A request to withdraw the approved time-off request is in progress.
A request to withdraw the approved time-off request has been rejected.
The request has been denied.
The request has been escalated. (See
The request has expired.
The request is in negotiation.
The request is invalid.
The request is pending approval.
36 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Requests
Icon Meaning
The request has been waitlisted. (A request that has been denied can be waitlisted for approval if conditions change.)
The request has been withdrawn.
The
Alerts
column shows you any violations of your organization’s rules for filing your requests.
The validation rules for time off requests are listed in the following table:
Icon Rule and Description
Time off pool has available time off hours.
This rule is violated if the total length of scheduled time off events during the requested day(s) is greater that the number of hours entered in the
Organization Management:Request Management:Time Off Pools
page. This rule is affected by time off events for all employees in this pool.
Employee has enough time off hours.
This rule is violated if the total length of scheduled time off events for this employee during the time off year exceeds the yearly allotment entered on the User Management:Employees:Time Off page. Time Off year may be either the employee anniversary year or a calendar year, as configured in the Organization Management:Request Management:Settings page.
This validation rule takes into account the number of hours accrued by an employee as of the request target date.
Request complies with filing rules.
This rule is violated if the request submittal date violates at least one of the filing rules applicable to the requester’s organization.
Request avoids blackout days for the Time Off Pool.
This rule is violated if the request covers a day marked as a blackout day on the Organization Management:Request Management: Time Off
Pools page, in the container Enter Allocated Time Off hours into
calendar and mark blackout days.
Requested time off is not being swapped.
This rule is violated if one or more request choices overlaps a shift that will be received from a pending shift swap request (state of shift swap request is either pending, in negotiation or escalated).
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
37
Chapter 2 - The My Home Module My Requests
Icon Rule and Description
Scheduled calendar event activities that the request avoids.
This rule is violated if the requested time off period overlaps with the selected scheduled calendar event(s): z
All
z z z z z z z
Day Off
Learning Break
Meeting
Project Filing
Supervisor Meeting
Tardy
Training
Minimum duration of the request.
This rule is violated if the request duration (end date - start date) is not at least the specified minimum. The minimum can be expressed in units of
Minutes, Hours, or Days.
Maximum duration of the request.
This rule is violated if the request duration (end date - start date) exceeds the specified maximum. The maximum can be expressed in units of
Minutes, Hours, or Days.
Requested time off is for a past date.
This rule is violated any time a request is created for a start date earlier than the creation date of the request.
Minimum duration of request with a net staffing surplus: <x> percent.
This rule is violated for any time off request that does not satisfy the minimum required duration with a net-staffing surplus. The minimum percentage represents the requisite net staffing surplus.
Request complies with employee’s maximum VTO per day /week.
This rule is violated if approval of the request results in the employee exceeding his maximum VTO hours per day / week.
The validation rule for approved time-off withdrawal requests is listed in the following table:
Icon Rule and Description
Request complies with filing rules.
This rule is violated if the withdrawal request submittal date violates at least one of the filing rules applicable to the requester’s organization.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
38
Chapter 2 - The My Home Module My Requests
The validation rules for shift swap requests are listed in the following table:
Icon Rule and Description
Both employees are from the same organization.
This rule is violated if employees are assigned to different organizations.
Both employees are from the same campaign.
This rule is violated if both shifts in a swap do not belong to the same campaign. They may be in the different campaign-weeks, which would be
OK.
Both employees have exactly the same skills for the active campaign queue.
This rule is violated if the receiving employee does not have exactly the same skills as the employee currently scheduled to work the shift.
Both employees have at least same skills for the active campaign queue.
This rule is violated if the receiving employee does not have at least the same skills as the employee currently scheduled to work the shift.
Receiving employees with additional skills will not cause a violation.
Both employees have the same proficiencies for the active campaign queue.
This rule is violated if the receiving employee does not have the same skills and proficiencies as the employee currently scheduled to work the shift.
Request complies with filing rules.
This rule is violated if the request submittal date violates at least one of the filing rules applicable to the requester’s organization.
Both employees comply with min/max hours.
This rule is violated if, after the swap, at least one of the employees will not comply with the min/max hours during the corresponding week(s) of the shift they get and the shift they give away in the swap.
Swapped shifts start on the same organization week.
This rule is violated if the swapped shifts do not fall within the same organization week.
Swapped shifts have the same paid hours.
This rule is violated if the total duration of paid time in the two shifts is different.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
39
Chapter 2 - The My Home Module My Requests
Icon Rule and Description
Swapped shifts must overlap the exact same portion with scheduled calendar events and time offs, and not overlap unavailabilities.
This rule is violated if: z z z calendar events, which may or may not be inside a shift, do not overlap the exact same portion of the swapped-in shift time off events, which may or may not be inside a shift, do not overlap the exact same portion of the swapped-in shift any unavailability type event will overlap with the swapped shifts as the result of the swap
Swapped shifts will overlap scheduled calendar events that must occur during a shift.
This rule is violated if calendar events, which have to be inside a shift, fall outside of shifts as the result of the swap.
Partial Shift Swap: Minimum duration of the shift that can be swapped:
<x>
Minutes/Percent.
This rule is violated if the duration of the swapped shift is less than the specified duration.
Partial Shift Swap: Minimum duration of the shift to leave after pickup:
<x>
Minutes/Percent.
This rule is violated if the remaining shift duration after the swap is less than the specified duration.
Partial Shift Swap: Maximum shift duration allowed:
Organization Day/Rolling 24 Hour Period.
<x>
minutes per
This rule is violated if the total shift duration as a result of the swap is greater than the specified maximum. This rule can be applied in 2 ways:
1
For organization day: the shift duration will be calculated using the organization day boundaries.
2
For a rolling 24-hour period: the rule will consider a rolling 24-hour period before and after the shift for the duration calculation.
Partial Shift Swap: Activities that cannot be included in the swap:
<activity name(s) from drop-down>
This rule is violated if the swap includes any of the specified activities.
Partial Shift Swap: Gap should be between least
<z>
minutes.
<x>
and
<y>
minutes, or at
This rule is violated if the gap created as a result of the swap is outside the specified range, or if the gap is less than the specified duration. If both the range and the minimum are specified, the rule will be violated only if both the conditions are violated.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
40
Chapter 2 - The My Home Module My Requests
Icon Rule and Description
Partial Shift Swap: Maximum overlap with an existing shift:
<x>
minutes.
This rule is violated if the overlap with an existing shift caused due to the swap is greater than the specified duration.
Maximum consecutive working days allowed.
This rule validates for the maximum consecutive working days (as specified in the Scheduler Options container from Organization
Management:Organizations:Organization Settings) before and after the start of a shift for all types of shift swap requests (two way swap, one way swap and partial swap requests.)
This rule only checks the start of shifts (not the end dates).
For example, if the maximum consecutive working days count is set to three, and Employee A is requesting a one way shift swap from 4/1 to 14/1 then the rule would validate if this shift swap would violate the maximum consecutive working day count for shifts from 1/1 to 1/7, and for the period from 1/11 to 1/17.
Minimum required time gap between consecutive shifts.
This rule validates the minimum time between the end of a first shift and the start of the next shift for all types of shift swap requests (two way swap, one way swaps, and partial swap requests.)
The validation rules for shift bidding requests are listed in the following table:
Icon Rule and Description
Request complies with filing rules.
This rule is violated if the request submittal date violates at least one of the filing rules applicable to the requester’s organization.
Employee's schedule complies with min/max hours.
This rule is violated if the requested schedule does not comply with the employee’s min/max hours for the week of the auction.
Employee has the same skills as required for the selected schedule.
This rule is violated if the employee does not have exactly the same skills as the phantom employee for whom the schedule is generated. Employees with more skills than required will cause a violation of this rule.
Employee has sufficient skills for the selected schedule.
This rule is violated if the employee does not have the skills as the phantom employee for whom the schedule is generated.
Employee's schedule complies with organization hours of operation.
This rule is violated if any of the requested shifts in the shift bid fall outside of the employee organization's hours of operation.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
41
Chapter 2 - The My Home Module My Requests
Shift requests & changes must always adhere to the following rules, which cannot be configured or altered: z
The published shift’s day must match the requested shift’s day.
z
The scheduled shift at the time the request was submitted must match any published and unpublished shifts.
z
A shift request cannot be submitted if there is an unpublished shift for the same day.
The configurable validation rules for shift requests & changes are listed in the following table:
Icon Rule and Description
Minimum duration of request with a net staffing shortage: <x> percent.
This rule generates an alert if the shift change request results in net staffing falling under the minimum specified percentage for the queue over any portion of the shift period. Gaps between shifts and extensions are not included. The minimum percentage must be greater than zero.
Maximum shift duration allowed: <x> minutes per <period from drop-down>.
This rule is violated if the shift change request causes the shift to exceed the user-defined shift duration allowed for one of the following periods you select from the drop-down list: z z
Organization Day
24 Hour period
Only paid hours are considered (normal shifts, overtime, overtime extensions and non-overtime extensions). Shift length is not considered.
Minimum shift duration allowed: <x> minutes per <period from drop-down>.
This rule is violated if the shift change request causes the employee to fall under the user-defined shift duration allowed for one of the following periods you select from the drop-down list: z
Organization Day
z
24 Hour period
Only paid hours are considered (normal shifts, overtime, overtime extensions and non-overtime extensions). Shift length is not considered.
Maximum consecutive working days allowed as per organization
Settings.
This rule is violated if the shift change request causes the user to exceed the maximum number of consecutive working days that has been defined for the organization.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
42
Chapter 2 - The My Home Module My Requests
Icon Rule and Description
Minimum required time gap between consecutive shifts as per organization Settings.
This rule generates an alert if approving the shift change request results in the minimum time gap between shifts being violated. The time gap is determined by comparing the start time of the requested shift with the end time of the preceding shift; in addition the end time of the requested shift is checked against the start time of the succeeding shift.
Request complies with filing rules.
This rule generates an error if the shift change request violates filing rules.
Employee’s schedule complies with min/max hours, including OT maximums.
This rule is violated if approving the shift change request causes the employee not to meet or to exceed the minimum or maximum hours allowed respectively, including the maximum overtime allowed per day/week.
Employee’s schedule complies with organization hours of operation.
This rule will generate an alert if approving the shift change request causes the employee’s working hours to fall outside the defined hours of operation for the organization.
Request does not overlap with a time off event.
This rule will be violated if the shift change request overlaps with a time-off event.
Request does not overlap with an unavailability.
This rule will be violated if the shift change request overlaps with an unavailability.
Request period is published.
This rule will be violated if the shift change request’s date and time range falls outside a published period. If any part of the shift is outside a published period, the validation fails.
You can edit, withdraw, view the details of existing requests, and escalate denied requests using the icon buttons in the
Actions
column of this page.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
43
Chapter 2 - The My Home Module My Requests
The following icons are used in the
Actions
columns:
Icon Meaning
Cancel a request for withdrawal of an approved time-off request.
Edit the request.
(When you are editing a waitlisted request, the system displays the
Waitlist Order
, which shows the system's best estimate of your order in the waitlist based on the entire time range of the request.
Because the waitlist approval order is decided on the time range that becomes available, it is possible that a request with lower waitlist order in the waitlist might get approved before your request is approved.)
View the request details.
(When you are viewing the details for a waitlisted request, the system displays the
Waitlist Order
, which shows the system's best estimate of your order in the waitlist based on the entire time range of the request.
Because the waitlist approval order is decided on the time range that becomes available, it is possible that a request with lower waitlist order in the waitlist might get approved before your request is approved.)
For Shift Bidding Requests, you see: z z
Shift Bid Request Information:
This container displays Shift Bid Request information, and is editable when you are creating or updating a Shift Bid Request. The information includes the Bid Name, Preference Level (if applicable), and comments associated with the requests.
When an Auction is configured to use Bonus Points, a checkbox allowing you to specify Use Points is displayed. Keep in mind that using points might affect the rank on the Shift Bid Requests. This information is displayed in the Shift Bid Auction section of this form.
Shift Bid Auction Information: z z z
This container displays associated Shift Bid Auction information and is not editable.
The information in this container includes Scheduling Period and
Deadlines.
Biddable Schedule Information:
This container displays shifts assignment information for one or more selected biddable schedules and is not editable.
Alerts Information:
Displays the icons and a description for any failed validations.
Status Information:
Contains the modification history (audit trail) of the Shift Bid
Requests.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
44
Chapter 2 - The My Home Module My Requests
Icon Meaning
For Shift Swap Requests, you see: z z
General Information:
This container lists the employees' shifts to be swapped. Shift information includes shift type and date. It also contains information regarding the expiration of the request.
Alerts Information: z
Displays the icons and a description for any failed validations.
Status Information:
Contains the modification history (audit trail) of the Shift Swap
Requests.
For Shift Request & Changes, you see the following containers, which only display the parts of the request that are different than the employee’s scheduled shift (if any): z
Request Summary: z z
This container lists the employee’s name, the type of request, and the request’s start and end dates.
Shift Information:
Contains the shift’s start and end dates, duration, name of the shift, activity, and whether the shift is overtime.
Extension Before Shift: z z
For requests for extension before a shift, shows the type, activity, duration, gap, and whether the extension is overtime.
Extension After Shift:
For requests for extension after a shift, shows the type, activity, duration, gap, and whether the extension is overtime.
Alerts Information:
Displays the icons and a description for any failed validations.
Escalate the request. (See page 63.)
Withdraw the request.
Ordinarily, you can only withdraw requests until they’ve been approved.
However, in some cases, depending on how your manager has structured the auction, you may see the
Withdraw
icon in the
Actions
column. In such cases, you can withdraw a request even if it has been approved.
Any bonus that was given when the request was approved is removed, and you are enabled to submit a bid for a a different shift.
Creating a Shift Swap Request
You can create a shift swap posting to swap your entire shift or a portion of it.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
45
Chapter 2 - The My Home Module My Requests
To create a shift swap request:
1
Click
Create New Request
on the toolbar; a menu appears listing the available request types.
2
Select
Shift Swap
; a pop-up window appears allowing you to create a new request of that type.
The previous screenshot depicts the situation when your administrator has enabled swapping partial shifts and picking up portions of a shift.
3
In the Shift Swap Specification area at the top of the container, use the drop-down menus to specify:
-
Whether you are offering to swap a shift or a day off.
-
Which type of swap (two-way or one-way)
-
Whether you want to swap the entire shift or a portion of it
-
For an entire shift, the date of that shift or day off: for a partial shift, the date and time range.
-
Whether the other employee should pick the entire posting or can pick a portion of the posting.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
46
Chapter 2 - The My Home Module My Requests
Only one date is required for a one-way swap.
4
In the Expiration line (starts with the text
This posting will expire on
), specify when the request expires. (For existing requests in negotiation, this area shows when the negotiation expires.)
5
Specify whether you need feedback (
The employee willing to swap should send the request to me for confirmation
) or allow the shift swap request to be submitted to the manager by the other employee involved in the swap (
The employee willing to swap may submit the request directly to the manager
). (This area is only available while the request is still being negotiated.)
6
Optionally, while the request is still being negotiated, enter a negotiation comment.
For example, you and the other person involved in the negotiation can use this area to provide feedback to each other.
Negotiation comments are not submitted to the manager, however, if you are responding to a request and submitting the request directly to your manager, you are also able to send comments on the request to your manager.
During shift-swap negotiations, if you are waiting for feedback from the other employee involved, your administrator can modify the system configuration such that an alert is sent to you when the other employee has provided feedback on the shift swap.
Creating a Time Off Request
If your license includes Time Off Management you can create a new Time Off request, as follows:
1
Click
Create New Request
on the toolbar; a menu appears listing the available request types.
2
Select
Time-Off
; a pop-up window appears allowing you to create a new request of that type.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
47
Chapter 2 - The My Home Module My Requests
3
In the container at the top of the window, specify the Time Off Type, Time Off
Hours, and optionally fill in the Comment area.
Time Off Types include:
-
Floating Holiday
-
Personal Day
-
Sick
-
Unavailable
-
Vacation
.
Time Off types can also include other activities that your administrator has configured as requestable time off.
Time Off Hours specifies what kind of effect you want the time off request to have on your regularly scheduled hours. For all of the Time Off types except
Unavailable
, the possible choices are:
-
Use my time-off hours to schedule my absence
: You are asking to use your allocated time off hours and work less hours than your full schedule for that week.
-
Schedule around my time-off request if possible
: You are asking your manager to schedule you as needed, except for the time you've requested off. As an example, if you normally work an 8-hour shift and have requested the two hours at the end of your shift as time off, you could be scheduled to work six hours, or you could still be scheduled to work eight hours, taking into account your time off. In the first case, the results of this choice are exactly like
Use my time-off hours to schedule my absence
. In the second case, you are not debited for any time off, because you worked a full shift.
Although it is likely obvious to you, you can request time-off in the past. For example, if you are out sick for a day, you can submit your time-off request upon your return, specifying the previous date for your time-off choice.
48 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Requests
For Unavailable, the choice is:
-
Mark as unavailable and schedule around this time
: You are asking your manager to schedule you for your full amount of work hours, working around the time marked as unavailable.
4
Check the box
Add to Waitlist if not Approvable
if you want your request to be waitlisted if it is not approved.
5
Expiry Date
is an optional field. You can enter any date (after the current date) here. If you do not enter a date, the system updates the expiry date to the request start date. Requests are marked invalid once they are past the request start date.
6
Select at least one Time Off choice. To add a new Time Off Choice, click
Add
, and use the date selector to specify the time off range. You can request time off in increments ranging from 15 minutes to hours (partial days) to one or more days.
Only one date choice per request can be approved. Multiple choices are intended for long-term vacation planning.
To request several periods, submit several requests.
The rank of the Time Off Choice can be specified by selecting the Time Off Choice row and then use the toolbar buttons to move it up or down.
7
To delete a Time Off Choice, select it and click
Delete
.
The Time Off Calendar container contains Time Off Information for four consecutive months. This information is intended to help you make the right choices for time-off dates. (You cannot select a time-off period by clicking on dates in the Time Off Calendar container.)
The months to be shown can be changed through the month and year drop-down menus in the header of the container.
The Time Off Calendar Color Legend can be toggled by clicking
Legend
in the header of the container.
Creating a Shift Bidding Request
If your license includes the optional feature of Shift Bidding, you use this page to view available biddable schedules for an auction and to create Shift Bidding requests.
Shift bidding is done in the context of a shift auction. Your manager or another person with the appropriate access rights and permissions creates the auction, and then adds employees to the auction.
Employees who are added to the auction are notified, typically using Workforce
Management alerts (e-mail), which include the deadline by which they must submit their shift bidding requests.
If you are notified that you have been added to an auction, you can view schedules for a campaign before submitting your shift bidding request: To view the schedules: z
Select a campaign from the list of available campaigns shown in the browser box to the right of the tab's title (Bid Options).
The page refreshes and displays the biddable schedules for the selected campaign.
To create a shift bidding request:
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
49
Chapter 2 - The My Home Module My Requests
1
Click
Create New Request
on the toolbar; a menu appears listing the available request types.
2
Select
Shift Bidding
; Workforce Management automatically opens to the
My Bid
Options
tab.
3
Select a single schedule if the Auction is configured to bid on
Full Schedule
.
or
Select multiple schedules if the Auction is configured to bid on
Individual Shifts
.
4
Click
Create
.
The Shift Bid Request Form appears enabling you to create, modify, or view Shift
Bid Requests. This page contains the following containers:
-
Shift Bid Auction
information
This container displays associated Shift Bid Auction information and is not editable. The information in this container includes Scheduling Period and
Deadlines.
-
Biddable Schedule
information
This container displays Shifts Assignment information for one or more selected
Biddable Schedules and is not editable.
-
Shift Bid Request
information
This container displays Shift Bid Request information, and is editable when you are creating or updating a Shift Bid Request. The information includes the Bid
50 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Requests
Name, Preference Level (if applicable), and comments associated with the requests.
When an Auction is configured to use Bonus Points, a checkbox allowing you to specify
Use Points is displayed. Keep in mind that using points might affect your rank on the
Shift Bid Requests. This information is displayed in the Shift Bid Auction section of this form.
5
Click
Save
to create or update a Shift Bid Request.
Understanding Bid Rank information
Bid Rank shows your rank for the biddable schedule.
In schedules for Shift Bid Auctions that use Scoring, you might see a Bid Rank shown as
3(1). In such cases, the value in parenthesis represents the bid rank if you were to apply points to the bid. This notation is only shown when you have not submitted any bid for the schedules.
Sorting and Filtering Shift Bid Requests
You can sort the biddable schedules by clicking the column heading. An arrow appears to the right of the column heading, showing the direction of the sort.
You can click on additional columns -- the system sorts the biddable schedules by the last three columns selected. The last column selected is the primary sort. For example, by clicking on the Preference column, then the Bonus column, and then twice on the
Hours column, the display would be sorted primarily by the number of hours, highest to lowest, then by Bonus (lowest to highest), and then by Preference, lowest to highest.
Clicking on one of the date column headers brings up a pop-up menu that allows you to sort that column by one of: z z z
Shift Start
Shift End
Shift Length
The settings that you currently have active for sorting can be displayed using the Filter and Sort Settings controls above the table showing your bid options.
You can scroll through the contents of the Filter and Sort Settings area using the scroll controls at its right side, or click the button to expand the area to show all your current settings:
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
51
Chapter 2 - The My Home Module s
You can also filter requests. To create a filter:
1
Click the button.
The
Request Filter Configuration
window opens.
My Requests
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
52
Chapter 2 - The My Home Module My Requests
2
Select the options as desired for shifts and schedules, activities, and skills, and click
Save
.
The available options provide a great flexibility for filtering, and are described in the following table:
Option Description
Shifts and Schedules
Template Name
Availability
You can filter on the name of the template assigned to the biddable schedule.
NOTE: The names assigned to biddable schedules have two possible sources. If filtering on the template name does not seem to work correctly, try filtering on the shift name (described later in this table).
You can filter on the number of instances of a particular template that have not yet been bid upon. (Refer to the column Available on the My Bid Options tab.) Choices are: z
Any Number of Options
z
No filtering will be done for this characteristic.
Equal To
Causes a field to appear where you specify the number of instances.
z z z
No More Than
Causes a field to appear where you specify the number of instances.
No Less Than
Causes a field to appear where you specify the number of instances.
Between
Causes two fields to appear, where you can specify the range of instances.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
53
Chapter 2 - The My Home Module
Option
Schedule Length
Shift Name
Shift Length
My Requests
Description
You can filter on the length (in hours) of a particular template. (Refer to the column Hours on the My Bid
Options tab.) Choices are: z
Any Length
z
No filtering will be done for this characteristic.
Equal To
Causes a field to appear where you specify the number of hours.
z z z
No More Than
Causes a field to appear where you specify the number of hours.
No Less Than
Causes a field to appear where you specify the number of hours.
Between
Causes two fields to appear, where you can specify the range of the number of hours.
Similar in use to the Template Name option described previously.
You can filter on the length (in hours) of a particular shift
(the number of hours on a particular day). Choices are: z z
Any Length
No filtering will be done for this characteristic.
Equal To
z z z
Causes a field to appear where you specify the number of hours.
No More Than
Causes a field to appear where you specify the number of hours.
No Less Than
Causes a field to appear where you specify the number of hours.
Between
Causes two fields to appear, where you can specify the range of the number of hours.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
54
Chapter 2 - The My Home Module
Option
Shifts Starting
My Requests
Description
You can sort on the time that a shift starts. Choices are: z z
Any Time
No filtering will be done for this characteristic.
At
z z z
Causes a time selector to appear, where you can select the exact shift start time on which you want to filter. A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
Not After
Causes a time selector to appear, where you can select the time at or before which the filtered shifts should begin (similar to a less than or equal to constraint). A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
Not Before
Causes a time selector to appear, where you can select the time at or after which the filtered shifts should begin (similar to a greater than or equal to constraint). A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
Between
Causes a time range selector to appear, where you can select a time range between which the filtered shifts should begin. A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
55
Chapter 2 - The My Home Module
Option
Shifts Ending
Activities
Activity Name
My Requests
Description
You can sort on the time that a shift ends. Choices are: z z
Any Time
No filtering will be done for this characteristic.
At
z z z
Causes a time selector to appear, where you can select the exact shift end time on which you want to filter. A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
Not After
Causes a time selector to appear, where you can select the time at or before which the filtered shifts should end (similar to a less than or equal to constraint). A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
Not Before
Causes a time selector to appear, where you can select the time at or after which the filtered shifts should end (similar to a greater than or equal to constraint). A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
Between
Causes a time range selector to appear, where you can select a time range between which the filtered shifts should end. A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint.
You can filter on the name of up to two activities within the schedules displayed. For example: z z
Break
CKA
z z
Late
Learning Break
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
56
Chapter 2 - The My Home Module
Option
Length
My Requests
Description
You can filter on the length (in hours) of a particular activity. Choices are: z
Any Length
z z
No filtering will be done for this characteristic.
Equal To
Causes a field to appear where you specify the number of hours.
No More Than
z z
Causes a field to appear where you specify the number of hours.
No Less Than
Causes a field to appear where you specify the number of hours.
Between
Causes two fields to appear, where you can specify the range of the number of hours.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
57
Chapter 2 - The My Home Module
Option
Starting
My Requests
Description
You can sort on the time that an activity starts. Choices are: z
Any Time
z z
No filtering will be done for this characteristic.
At
Causes a time selector to appear, where you can select the exact activity start time on which you want to filter. A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint for that activity.
Not After
z z
Causes a time selector to appear, where you can select the time at or before which the filtered shifts should begin (similar to a less than or equal to constraint). A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint for that activity.
Not Before
Causes a time selector to appear, where you can select the time at or after which the filtered shifts should begin (similar to a greater than or equal to constraint). A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint for that activity.
Between
Causes a time range selector to appear, where you can select a time range between which the filtered shifts should begin. A checkbox
Match all shifts in schedule
also appears, which filters all of the shifts in the schedule based on the same time constraint for that activity.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
58
Chapter 2 - The My Home Module My Requests
Option
Skills
Skills Associated with
Shift
Description
Displays a two-column table listing the skills you have.)
Select (or multi-select) the skills on which you wish to filter and click
Skills column (or
to move the skill(s) to the Selected
to remove a skill from the
Selected Skills column.
Additional radio buttons allow you to specify whether you want to filter for an exact match for the skills you’ve selected, or whether you want to see other possible matches. The available radio buttons are: z
At Least These Skills
z z
You want to see any shifts which include the selected skills.
At Most These Skills
You do want to see any shifts which include skills other than the ones you’ve selected, but you do want to see shifts that might not include all of the skills you’ve selected.
Exactly These Skills
You only want to see shifts which include the selected skills.
Creating Shift Requests and Changes
The Requests Management module also allows you to manage shift requests and changes.
By clicking the
Shift Requests & Changes
button, you can create a variety of requests.
You can: z z z z
Create a new shift request
Create an overtime (OT) request (a normal shift marked completely as OT)
Create a request to add an OT extension or normal extension at the end or start of an existing shift
Change an existing shift (shrink or extend the length of shift by choosing a different shift, or adding extensions before or after the shift, or changing the shift type or shift start time)
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
59
Chapter 2 - The My Home Module My Requests
To create such a request:
1
Click
Create New Request
on the toolbar; a menu appears listing the available request types.
2
Select
Shift Requests & Changes
; a pop-up window appears allowing you to create a new request of the desired type.
3
In the container at the top of the window, specify the request parameters using the following fields:
60 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Requests
-
Start Date
: The date selector for the start day of the shift. Once a day is selected, the system can determine whether the request type will is
New Shift
(if there is not already a shift on that day), or
Shift Change
(if there is already a shift on that day). Whenever you change the day, the rest of the page is reloaded with the details for that day.
-
Start Time
: This can be used to set or change the start time of the shift.
-
Shift
: This drop down list box lists available shifts for selection using your available work patterns, as well as the shift already assigned to you on that day
(if any).
-
Duration
: Numeric read-only field. This field is pre-populated with the duration from the work pattern of the shift selected above.
-
End Date
: Read-only datetime display calculated dynamically using the start date, start time, and duration.
-
Activity
: List of activities available to be requested.
NOTE
If this is a New Shift request, and the dialog was opened from the Net Staffing ribbon on the schedule page, it only lists activities that have a Net Staffing shortage, and the default selection is the activity linked to the queue with the greatest shortage. However, when coming from the Requests page, there is no Net
Staffing context, so you can request any of your activities at any time.
NOTE
In addition to listing your available activities, the list also includes the activity that you are already scheduled for on that day (if any).
NOTE
You cannot change the activity for a Shift Change request.
-
Mark Entire Shift As Overtime
: Click this checkbox to mark the entire shift as OT.
When checked, the
Extension Before Shift
and
Extension After Shift
sections are disabled (uneditable), and you will not be able to request an extension to the shift.
-
Add Comment
: Add any comment you wish to save with your request.
Creating or Editing Extensions Before Shifts and Extensions After Shifts
All the fields in this section are optional, and are editable only if you want to request a new shift extension before or after the start time or end time of an existing shift. In a
Shift Change request, the fields reflect your current, scheduled extension(s).
NOTE
If the main shift is checked as Overtime, extensions before or after are disabled
(non-editable). In other words, you cannot request any extensions to an overtime shift.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
61
Chapter 2 - The My Home Module My Requests
These sections contain the following fields: z
Type: This drop-down menu allows you to select available shift extensions according to your available work patterns. If <none> is selected, the other components in this section are ignored.
NOTE
The list includes any extension already assigned to you on that day.
z
Activity: List of available activities for requesting shift extension. This list contains all of the same activities from the main shift section; it does not depend on the work pattern OT extension definition. The list also includes any activity already assigned to you for this overtime.
NOTE
Although the Calendar tab does not allow you to mix and match extension names with any activity, you can do that here.
z z z
Duration: Numeric read-only field. This field is pre-populated with the duration from the work pattern.
Gap: The desired gap (space) between the requested shift extension and shift start time or end time.
Overtime: Click this checkbox to mark the extension as OT.
Changing Existing Shifts
You can request an increment or decrement in length of an existing shift by selecting a different shift from among the available shifts, which is treated as a shift change request. On approval, the existing shift is deleted and replaced with the new shift. You can also effectively increase the shift length by requesting an extension before or after the shift.
Shift Change requests are more limited than New Shift requests: z z z z
For Shift Change requests, if you were already scheduled for an extension before or after the shift, the main shift and the extension cannot be changed. Only another extension can be added.
If there were already two extensions scheduled for you on that day, nothing can be changed for that day. You will get a message telling you which section(s) of the request dialog are
"locked."
In a Shift Change request, you can never change the Overtime setting or the Activity for the main shift. If you are already scheduled for an Overtime shift, no changes are allowed for it
(the shift is locked in the dialog).
In addition to the standard restrictions already mentioned, various elements in this dialog can be enabled or disabled depending on how your system administration has configured settings for Shift Requests & Changes.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
62
Chapter 2 - The My Home Module My Requests
Escalating Denied Requests
If one of your requests is denied, and you would like your manager to reconsider, you can escalate the request:
1
Click the
Escalate
icon ( )in the
Actions
column of the
My Requests
tab.
A Request Status Change window opens.
2
Enter an explanation why you are escalating this request in the
Add Comment
area.
3
Click
Continue
to send the escalated request to your manager.
The escalated request’s status changes from denied to escalated, as shown by the change in the icon in the
Status
column.
Viewing Request Notifications
Your administrators and schedulers can specify certain conditions that will cause
Workforce Management to send you an alert about such things as changes in your scheduled activities, changes in the status of a request you submitted for time off, or shift swapping, or, if your license includes it, optional shift bidding.
These alerts can take the form either of pop-up messages appearing on your workstation, or an email.
In the case of emails sent to you about about your shift requests, the email includes a link that allows you to view the request, as shown in the following graphic:
My Time Off Calendar
If your license includes Time Off Management, you can use this page to view personal
Time Off information in Calendar View.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
63
Chapter 2 - The My Home Module My Requests
To change the calendar being displayed:
1
Go to the Content Title area where there is a drop-down menu for the month and year. Select the desired month or year; the page refreshes with the selected month and year as the starting calendar.
The previous and next month can be chosen through the left and right arrow beside the month and year drop-down menu.
This page supports two viewing modes: z
Year at a glance
2 months
z
The 2-months mode displays two calendars that contain more detail, such as Hours available, scheduled time off, and hours pending.
In addition, the 2-month mode has two possible display views:
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
64
Chapter 2 - The My Home Module My Requests z z
My Time Off Pool
Personal
In 2-month mode, each day of the month contains three numbers displayed below the calendar date: z
hours allocated or hours available z
In the My Time Off Pool display view, the hours allocated indicate the total number of time-off hours allocated for that day to the current time-off pool.
In the Personal display view, the hours available indicate the remaining number of time-off hours allocated for that day to the current time-off pool.
hours pending
In the My Time Off Pool display view, the number of time-off hours for that day that have not been approved or denied for the entire pool. In the Personal display view, the number of your time-off hours for that day that have not been approved or denied.
scheduled time off
z
In the My Time Off Pool display view, the number of time-off hours approved for that day for the entire pool. In the Personal display view, the number of your time-off hours approved for that day.
The Time Off Calendar Legend is also displayed at the bottom of the page.
To create a new time-off request:
1
Click
Create New Request
on the toolbar; a pop-up window appears allowing you to create a new time-off request.
My Time Off Report
If your license includes Time-Off Management, this tab allows you to view details on the time off you have taken and the time off you have scheduled.
To view time off events, select the time frame for which you wish to view the time off report.
The time off taken and scheduled time off events are displayed in different containers.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
65
Chapter 2 - The My Home Module My Requests
Swap Board
The Swap Board page allows you to view Shift Swap postings. Click on the top of a column to sort by the column. Click again to reverse the sort order.
A Shift Swap posting is an announcement by one person about the intention to swap with someone else. A Swap Request is a contract between two employees, and has to be approved by a manager.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
66
Chapter 2 - The My Home Module My Requests
To view postings for a specific group: z
Go to the View field on the top right area of the page and select the Group Type.
The support options are:
-
My Postings
—Show only your postings.
-
All Postings
—Show all available postings.
-
My Campaign
—Show postings that belong to your campaign.
-
My Organization
—Show postings that belong to your organization.
The options All Postings, My Campaign, and My Organization filter out postings with which you cannot swap.
To view the skills of the employee who posted a specific request: z
Click on the employee's name under the Name column for a specific Shift Swap
Request.
To create a new Shift Swap Posting, click
Create New Posting
on the toolbar and refer to
the detailed instructions on page 45.
You can edit and withdraw your own postings or pick up a posting from another employee using the
Actions
column on this page.
Click the
View Schedule
button in the
Actions
column to view your own schedule for the date that matches the selected posting's shift date.
My Bid Options
If your license includes Shift Bidding, you can use this page to view available biddable schedules for an auction and to create Shift Bid Requests.
67 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Requests
To view schedules for a auction: z
Select an auction from the list of available auctions shown in the browser box to the right of the tab's title (Bid Options).
The page refreshes and displays the biddable schedules for the selected auction.
Policies
Use this tab to view Shift Swap, auto-processing, and filing rules. Depending on your license, you might also see Time Off and Shift Bidding Policies.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
68
Chapter 2 - The My Home Module My Time
The
Policies
tab can show the following containers: z
Time Off Management Policies:
States the policies associated with Time Off. z z
Shift Swap Policies:
States the policies associated with Shift Swap.
Shift Bidding Policies:
States the policies associated with Shift Bidding. z z
Auto Processing:
Displays information about all Auto Processing settings for your organization for each Request Type.
Filing Rules:
Displays information about all Filing Rules for your organization for each Request
Type.
My Time
The
My Time
module of Workforce Management is part of the Time Off Management feature. It is by default part of the Advanced Workforce Management solution, but can be optionally added to the Operational Workforce Management solution. The section is used to log your activities during the day, review your schedule, and view a log history of your activities.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
69
Chapter 2 - The My Home Module My Time
It contains the following tabs: z
My Adherence
Schedule
Use the
Schedule
tab to view your scheduled activities for the day. Use the date selector to select a different day and then click
Refresh
to update the data.
You can also start or change your activities from this page. See page 71.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
70
Chapter 2 - The My Home Module
Time Record
The
Time Record
tab is used to record your activities during the day.
My Time
When you first start your shift, you select an activity on this page. You will return to this page when you change activities during your shift, and use it to end your shift at the end of your workday. Your activities are displayed on the left side of the screen as you start them.
Selecting an Activity
Use the Activity Selection section to start an activity or end your shift.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
71
Chapter 2 - The My Home Module My Time
To start or complete an activity:
1
Select an
Activity Type
from the menu.
2
Select an
Activity
from the drop-down menu. Your most recent activities are listed under the Recent Activity Type.
3
Type any notes or comments you want your supervisor to see regarding the activity you’ve selected.
4
Click
Start Activity.
This completes the current activity (if any) and starts the new one. The action also logs you onto or off of your device and makes an entry in the
Log History.
To end your shift: z
Click End Shift. This completes your current activity and logs you off the system.
Logging out of Workforce Management will
NOT
activity. You must use the End Shift button.
end your shift or change your current
Starting Another Shift
If you end a shift and need to start another activity the same day, a new shift is created.
To start a new shift: z
Start a new activity. A new shift is recorded.
Automatic Merging and Ending of Shifts
Workforce Management automatically merges shifts that have less than two hours between the end of one and the start of the next into a single shift. They are separated by a system-defined activity.
Workforce Management automatically creates an End Shift event if the duration of an activity is more than ten hours. (This ten-hour setting can be adjusted by your administrator.) A Start Shift event is recorded when the next activity begins.
Viewing Your Time Records
When you start an activity, a record is displayed in the left side of the page. The duration of the activity is not displayed until you select a new activity or end the shift.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
72
Chapter 2 - The My Home Module My Time
Log History
Use the
Log History
tab to view a history of your activities.
Use the date selector to select a date range and then click the
Refresh
button update the data.
to
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
73
Chapter 2 - The My Home Module My Time
My Adherence
This tab shows your adherence data (how well you are conforming to your assigned schedule) in a graphic form. In addition, it shows a summary of the data for the day.
There are three controls at the top of the page: z
The Refresh Rate selector. You can have the data refreshed at specific intervals (5,
10, 15, 30, 45, or 60 minutes), or not at all. This selector is only visible when the data being displayed is for the current day.
z z
A date selector. The arrow buttons and allow you change the displayed date one day at a time. A date selector allows you to immediately go to a specific date.
A refresh button ( ). This button refreshes the data displayed on demand, and is visible regardless of whether the data being displayed is for the current day.
The remainder of the page is divided into two major sections: z
Adherence information graph z
Summary
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
74
Chapter 2 - The My Home Module My Time
Adherence Information Graph
Your adherence information (see the previous graphic) is shown on three lines, graphed against the hours of the day in your time zone: z
Scheduled: For scheduled activities.
z
Primary - ACD: For actual activities. (Your administrator might have renamed this line.)
Exceptions: For adherence exceptions.
z
A colored cell in one of the first two rows indicates the type of scheduled/actual activity for that time slot (the
Legend
button pops up a window that indicates the color for each activity). A colored cell in the third row indicates that you are out of adherence for that time slot (green indicates an approved exception, while orange indicates an unapproved exception).
A fourth line might also be displayed, if your administrator has enabled it for you: z
Secondary - Desktop: For supplemental/desktop activities. (Your administrator might have renamed this line.)
Summary Information
The summary section contains the following data, with all values shown in HH:MM format: z
Approved Exception Hours: The total duration of all approved exceptions for the day.
z z
Unapproved Exception Hours: The total duration of all unapproved exceptions for the day.
Scheduled In-Office Hours: The total duration of all scheduled activities for the day that do not map to the system-defined No Activity activity. When viewing the current day, this value counts the scheduled hours up to the current time only.
The use of the term In-Office is not related to physically present employees vs. work-at-home employees.
z z
Exceptions during In-Office Hours: The total duration of all unapproved exceptions for the day that occur during scheduled activities that do not map to the system-defined No Activity activity. Only the minutes that overlap between the exceptions and the scheduled in-office hours are counted.
Day's Adherence: The percentage of time during scheduled in-office hours that you are in adherence. This value is calculated using the following formula: (1 -
(Adherence Exceptions during In-Office Hours / Scheduled In-Office
Hours)) * 100. When viewing the current day, this value counts the scheduled hours up to the current time only.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
75
Chapter 2 - The My Home Module My Volumes
This calculation is computed using the exact underlying durations (with millisecond precision) , rather than using the rounded values displayed in the table. Also, the percentage is rounded to the nearest integer. Therefore, the value displayed may be slightly different than the number you arrive at by your own calculations.
Rounding
Although seconds are not displayed in the Summary Table, if the underlying number of seconds is greater than or equal to 30, the minutes value will be rounded up. So, if an underlying duration is 7 hours, 59 minutes, 30 seconds, then it is displayed as "08:00"
(8 hours, 0 minutes, 0 seconds).
Current Day
When viewing the current day (today), the values in the Summary Table are only up to the current time. For example, if you are scheduled for 8 hours from 9:00 AM to 5:00
PM, and the current time is 10:00 AM, the Scheduled In-Office Hours will be one hour
("01:00"). If that first hour is made up of of 30 minutes of adhering exceptions, and 30 minutes of non-adhering exceptions, the Approved Exception Hours will be "00:30," the
Unapproved Exception Hours will be "00:30," and the Adherence Exceptions during
In-Office Hours will be "00:30." The Day's Adherence will be 50%. As you can see, the
50% does not mean that half of the day is in adherence, but rather than half of the scheduled time up to now is in adherence.
My Volumes
The
My Volumes
module is only visible if you are licensed for the Operations features, and allows you to track current and historical work volumes. It contains two tabs:
Work
History
Track workload of various types as it arrives, is completed, and pending (backlogged) through the day and week.
View a history of your entered and completed work.
Work
Use the
Work
tab to track workload of various types as it arrives, is completed, and pending (backlogged) through the day and week.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
76
Chapter 2 - The My Home Module My Volumes
You can use this tab to view a summary of the work entered for you. You can: z
Enter the amount of work “checked out” from a work queue and “checked in” when completed z
Track new work that arrives z
View the status of each work queue’s inventory on an intra-day and/or intra-week basis
There are 5 types of VCT events for which work can be entered; the work queue profile determines which events are applicable for that given work queue. z z z
Arrivals—Team managers have the ability to add arrivals to work queues, which increases their inventories by the arrivals number. The arrivals get transformed into volumes through an Integration Server adapter.
Inventory—Provides you with a net total of outstanding work for each work queue of the organization at which you are working.
Check-Out—Identifies a quantity of inventory as being worked on by you.
Checking work out for a work queue or sub-work queue decreases the inventory level of that work queue or sub-work queue by that value and increases Work in
Progress (WIP) by that value. Work can be checked out through this page. z z
Check-In—Work that is tied to a work queue or sub-work queuethat has been checked out can be checked back in. This process removes the amount from the
Work in Progress (WIP) tally for that work queue or sub-work queue by the value of the Check-In. Work can be checked in through this page.
Work-In-Progress (WIP)—Provides you a current net total of your work that has been checked out for the work queue in question. (Check-Out increases WIP;
Check-In decreases WIP.)
77 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Volumes
The default view of this tab allows new work to be entered for the current date and time.
You can click the
Selected time
radio button to display a date and time selector so work can be checked out or checked in, or arrivals added, for a work queue at a particular date and time in the past.
The Show Hidden button allows you to display those work queues your administrator has chosen to hide by default on the
Work
tab.
History
Use the
History
tab to view a history of your entered and completed work.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
78
Chapter 2 - The My Home Module My Profile
You can: z
View history by event type, or can select [All Events] to view the history for all events z z
Select the work queue to view or select [All Work Queues] to view all work queues together
View the corresponding time that an entry occurred
Sort any of the columns z z z
Edit the value of any unmanaged VCT Event except Set Inventory as long as it does not cause inventory of that queue at subsequent times to fall below zero
Edit the Time field of any VCT Event except Set Inventory, provided that the inventory of subsequent VCT Events do not fall below zero
Additionally, the
Managed
column for a row indicates that the Data Management adapter has been run for that instance, and, if the event is an arrival, that it has been converted into a volume for that work queue. For that reason, a managed row is not editable.
My Profile
Use the
My Profile
module to review your personal information, change your password if desired, and view and set your schedule preferences.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
79
Chapter 2 - The My Home Module My Profile
Use the arrow buttons to expand or contract each section.
Schedule Preferences
The
Schedule Preferences
tab allows you to specify or change your preferences on how you are scheduled. These are your general preferences, and are not related to a specific week or scheduling period.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
80
Chapter 2 - The My Home Module My Profile
The page consists of three containers: z
Start Time Preference
z z
Day Off Preference
Over Time and Voluntary Time Off Preference
Although your manager and the Workforce Management’s scheduling algorithms make an effort to accommodate your scheduling preferences, there is no guarantee that your preferences can be accommodated.
Start Time Preference
In this container fill in your first, second, and third shift start time preferences for each day of the week. To designate a preference starting at an exact time, enter only the first time in the range. To specify a preferred range of times, enter both the from and to times.
The time periods you enter cannot overlap.
Select your general preference for starting early or late by clicking one of the radio buttons: z
No preference
z z
Early
Late
Day Off Preference
Select your preferences for days of the week you have off and sort them in your preferred order.
Select your general preference for which is most important, your preferences for a day off or your preferences for a start time, by clicking one of the radio buttons: z z z
Day off preferences are more important than start time
Start time preferences are more important than day off
They are equally important
Over Time and Voluntary Time Off Preference
Unforeseen variations can cause the need to revise schedules. Two possible ways to revise a schedule involve either assigning over time, or sending people home early
(referred to as voluntary time off). This container allows you to express your preferences for over time before the start of a shift or at the end of a shift, and for voluntary time off at the beginning of a shift or at the end of the shift.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
81
Chapter 2 - The My Home Module My Profile
Accordingly, there are preference settings in this container: z
Over Time Before Shift
z z z
Over Time After Shift
Voluntary Time Off at Shift Start
Voluntary Time Off’ at Shift End
For each of these, use the drop-down menu to the item’s right to set your preferences.
Possible choices are: z z
No Preference
Prefer
z
Do not Prefer
As noted previously, there is no guarantee that your preferences can be accommodated.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
82
Chapter 2 - The My Home Module My Notifications
Personal Information: Changing Your Password
Typically, you should not need to change any of the information shown on the
Personal
Information
tab, with the exception, perhaps, of your password. Use the
Login Data
container of the
Personal Information
tab of the
My Profile
module to change your
password, as described on page 83.
Additional Information: User Defined Fields
When the organization-scoped license is enabled, your administrator can assign user defined fields to employees, where the user defined field has been set up for specific organizations. Only employees that belong to that organization can have those user defined fields assigned to them.
This feature is useful in scenarios where the administrator wants to include specific attributes for employees that are relevant in one organization but not another.
These user-defined fields are displayed on this tab. (If organization scoping is not enabled, this tab is not seen.)
Depending on the type of field, you can overwrite values shown here, or use associated drop-down menus to change the values.
Click Save to save your changes, or click Revert to undo any changes that you have not already saved.
My Notifications
My Notifications provides a personal, read-only inbox for notifications sent to you by other employees (for example, your supervisor or manager) or generated by an alert rule.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
83
Chapter 2 - The My Home Module My Notifications
TIP
When you have an unread message, an envelope icon is displayed in the toolbar. Click this icon to go to your My Notifications page from anywhere in the suite.
1
Locate your notification. The most recent notifications are at the top of the list. If you don’t find what you need, it’s easy to change what you see in the list.
You can use the following options: z z
Sort your notification list. Click any column heading to change the sort order from ascending to descending and back. For example, you can sort the flag column (flag icon) to view all flagged notifications together.
Search your notifications for a specific word or phrase. In the Search box, type a word or phrase and click Go.
z z z
Filter by notification type (with or without a status). In the Type box, select a type. For example, you can use this filter to view all Internal messages or only unread Internal messages.
Filter by sent date. To only view notifications sent in the last 30 days, select the Sent check box. To increase or decrease the date time frame, change a date by either typing a new date or clicking on the calendar icon to select a date.
Change the number of notifications in the list. Use the Viewing control at the bottom of the page to limit the number of notifications displayed on the page and to move forward and back through the list.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
84
Chapter 2 - The My Home Module My Notifications
2
Your next action varies based on whether you want to delete or view a notification.
If you want to...
Then...
delete a notification view a notification click a notification, and click Delete. This procedure is complete.
continue to the next step.
.
3
Do one of the following: z
Double-click the notification.
z
Click the notification, and click View.
The Notification Details page is displayed.
4
Do one of the following: z z
To return to the My Notifications page, click Done.
To flag the notification for follow-up, click Flag.
On the My Notifications page, a flag icon will be displayed for this notification.
Viewing Notifications
This page serves as your personal inbox for notifications sent by other employees (for example, your supervisor or manager) or generated by an alert rule. Each time you access this page, the most recent notifications are at the top of the list.
85 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module
The following notifications are always displayed in bold: z
Emails with a status of Failed.
z z
Internal (messages) with a status of Unread.
Pop-ups with a status of Failed.
Use this page to locate and select a notification to view or delete.
My Notifications
The following table describes the columns displayed on the page.
Column Description
Type Indicates the message type. Values include: z z z
Email (from an alert rule)
Internal (message)
Popup (either from an alert rule or an internally sent pop-up message)
For each type of message, shows an icon for the highest priority notification; otherwise, this column is blank. z z z
Email: Notifications with a High priority have an icon.
Internal (message): Notifications with a High priority have an icon.
Popup: Notifications with a Confidential priority have an icon.
Indicates whether a notification has been flagged for some type of follow up.
86 Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 - The My Home Module My Notifications
Column (Continued)
From
Subject
Sent
Status
Read
Description
For each type of notification, identifies the sender: z z
Internal (message): Name of the employee.
Emails and Popups: Name of the alert rule.
Notification subject.
Date and time the notification was sent.
Status of notification. Varies by notification type: z z z
Email: Delivered, Failed.
Internal (message): Read, Unread
Popup: Delivered, Failed
Date and time of the action listed in the Status column with two exceptions.
When the Status is Failed for both email and popup notifications, NA is used. When the notification is viewed,
NA is changed to the date and time.
Notification Details
Use this page to: z view the details of a notification, and z add or remove follow-up flags.
The following table fields are displayed on the page.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
87
Chapter 2 - The My Home Module
Field
Details
From
Sent
Priority
Subject
Message Body
Properties
Type
Expiration Date
Status
Read
My Notifications
Description
For each type of notification, identifies the sender: z z
Internal (message): Name of the employee.
Emails and Popups: Name of the alert rule.
Day, date, and time the notification was sent.
For each type of notification, identifies the priority. z z z
Email: Low, Standard, or High.
Internal (message): Low, Standard, or High.
Popup: Normal, High, or Confidential.
Subject of the message.
Text of the message.
Indicates the message type. Values include:
Indicates the message type. Values include: z z z
Email (from an alert rule)
Internal (message)
Popup (either from an alert rule or an internally sent pop-up message)
Date the notification will be automatically deleted from your notification list by the system.
Status of notification. Varies by notification type: z z z
Email: Delivered, Failed
Internal (message): Read, Unread
Popup: Delivered, Failed
Date and time of the action listed in the Status column with one exception. When the status is Failed for Pop-up notifications, NA is used.
Impact 360 Workforce Management Agents’ Guide
Confidential and Proprietary Information of Verint Systems Inc.
88
Verint Global Headquarters
330 South Service Road
Melville, NY 11747 USA
1-800-4VERINT www.verint.com
© 2012 Verint Systems Inc.
All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.
The contents of this material are confidential and proprietary to Verint Systems Inc. and may not be reproduced, published, or disclosed to others without express authorization of Verint Systems Inc.
Descargar
Enlace público actualizado
Se ha actualizado el enlace público a tu chat. Puedes ver y gestionar tus enlaces de chat después del registro aquí.
Enlace público del documento
Anuncio
