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.
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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.
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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.
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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.
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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.
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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.
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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
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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.
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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
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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.
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