Extending Workforce Management Support tothe Back Office

SWPP ConferenceMarch 2015

Agenda

• Panel Profiles• Fiserv Case Study• Walgreens Case Study• Verizon Case Study• Q&A

2

Presenters

SteveNewbauer

Fiserv1150

Agents

4 BusinessUnits

3 Sites

KirwynAdderleyWalgreens

1500Agents

3 BusinessUnits

2 Sites(+ WFH)

DebraPhillipsVerizon16,000Agents

15 BusinessUnits

80 Sites

Biography - Debra Phillips

Debra Phillips is currently an IT Systems Engineer supporting theNICE IEX WFM software platform for Verizon’s Wireline andEnterprise Solutions Organizations. This includesimplementation, design and build, user acceptance testing,training, and tier 2 support of software/hardware issues.

Debra has over 20 years experience in Workforce Managementand Contact Centers that include Sales, Customer Service, andOutsourcing supporting Telecom/Cable, Healthcare, Retail,Catalog, and Government Industries. She has extensiveexperience in strategic and operational functions of WorkforceManagement in the Contact Center environment, coveringscheduling, forecasting, budgeting, and intraday managementprocess design, implementation, and operations. Design andoperational experience in multi-contact type and multi-skilledagent environments.

Approach

• Ask the questions …- What is it you should be counting ? Can you count it ? Do you

have limits on what the “work horse” system can provide?- Decide how much or what level to start with…

• Interval historical, agent historical, real time activity/statusstates

• Gather the Info for the Internal Technical Team- File specifications from vendor- Review definitions with both technical and user teams.

• Gather the Info for your WFM Vendor- Is this a implementation task or a implementation project?

• If project - lock step with vendor and identify resourcesneeded quickly• Ask for a resource to meet your expectations

• Agree on Milestones or timeline• Test Technical /Test User Acceptance

Phase 1 Level of Integration

• Common Interface is the Inbound ACD types.- Can we make the data from the back office system look like an

ACD ?• What can I count ? Can I count new work versus

completed work? What about work in progress or to be done? Can I count how long it has taken to complete? ( timestamps)

• If Yes - Configure for an ACD report for your switch type.- How can I count the “buckets” of work ? ( bucket =

contact type )- What system reporting is currently available? Does it

provide what I need ?• Does the current reporting have to drive the level of detail forWFM system? Is it only a productivity report ?• More detail is good - roll up groups to better manage

Phase 1 Level of Integration

Example - Order system (1 Order = 35 - 40 tasks)• Work is reported on by Work groups - total number of tasks

completed.• The detail for which type of tasks was there for the roll up.WFM needed the count of the type of tasks to plan for.• Transformed Hierarchal Reporting into a Task Based DetailReporting.

• What frequency can the data be provided ?- Periodic to match the Intervals of your switch - i.e. 30/15 mins- Batch processing may require more time

• Consider 45 mins, 1 hour• End of Day upload after midnight

- Dependent on skill level of developer for proper queries- Is System Admin the proper resource to write proper queries ?

• Method of Delivery• Vendors will have the file format available for a Historical

Import 2

Phase 2 Level of Integration

• Is this work done while an agent is logged into the ACD ?- Are they assigned a back office work skill - i.e. email, offline work

?- Are they changing phone states to a designated Auxiliary / Idle

state?• Combined Historical Import of Interval data with Current ACD

RTA feed.Example - Chats

• Work is reported on by Work group - total number of chatscompleted and time open.• Agents can have multiple chat windows open.• Does not account for detail of chat or work group handlingchat.• Added RTA component by changing Back Office Aux code

as a productive / open state.• Agents have identified time on schedule to work chatsdedicated for chat only.

Phase 3 Level of Integration

• Custom Design and Automation of Historical Data- Internal Technical team familiar with “work horse” system to be

integrated.- Vendor Implementation team provides file specification document.- Internal Technical team supporting WFM system.

• Includes- Historical Interval Queue Statistics- Historical Agent Queue Statistics- Historical Agent System Statistics- Historical Agent Activity/ State Statistics (simple Login/Logout)

• Data delivered by ftp batch process and/or ssh protocols todefined location for WFM to process.

• Stress test the delivery of these additional data streams.

Example File Specifications - NICE Systems

Example File Specifications - NICE Systems

Phase 4 Level of Integration

• Real Time Activity- How many agent status changes are available from “work horse”

system?- Asynchronous Mode vs. Snapshot mode

• In Asynchronous mode, the Server is expected to notify theClient of any change to an agent’s status without delay (i.e. inreal time).

• In Snapshot mode, the Server will provide agent status dataonly upon request from the Client.

- What frequency to poll for changes?• Factor in heartbeat request and response

• Cadillac Version - RTAM - Real Time Activity Monitoring- captures all Screen focus windows from desktop

Questions???