Assessments - 1, GPA: 5
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Workforce Management Interface allows integrated rostering, forecasting and scheduling systems to connect across the LAN to a comma separated variable (CSV) file containing a list of Contact Center related metrics. Forecasting Forecasting allows supervisors to forecast agent requirements based on historic demand. These forecasts may be compared to the expected agent provision (taking into account known absences and other shift changes) to calculate the expected quality of service that will be available to the contact centre’s customers. Rostering Rostering allows the supervisors to optimize the use of agent resources and identify when short term leave and other agent absences can be accommodated at minimum impact to the quality of service that will be available to the contact centre’s customers. Scheduling Scheduling allows the supervisors to design and optimize sets of shift patterns against forecasts. This allows them to ensure that quality of service targets can be met using shifts that are workable and conform to the conditions of employment within the contact centre. Workforce Management Interface Installation This software is available on the INDeX applications General Release CD and can be installed on a client PC running Windows NT, Windows 2000, Windows 98 or Windows 95. 1. Close any applications that are running and disable any anti virus software. 2. Insert the INDeX Application CD in the CD drive. The auto run sequence executes the Installation wizard. 3. Click the Cancel button. 4. Open Windows Explorer and browse the CD ROM. The program that you require is called workforcemanagement.exe and can be found in the path D:\avaya\install\ccm\workforcemanagement. 5. Double click on the file called workforcemanagement.exe 6. At the welcome screen press the Next button to start the installation. 7. A screen will show the progress of the installation. After a few seconds the screen will disappear and either An installation complete screen will show. OR If you are installing the program onto a PC running either Windows 95 or Windows 98, you may be asked if you want to install DCOM98. This software is required so you need to click on the Yes button to start the DCOM98 program installation. Click on the Yes button at the license agreement screen to start the installation. If you do not accept the license agreement DCOM98 will not be installed. When DCOM98 has been successfully installed you will be asked to re-boot the machine. DO NOT RE-BOOT THE MACHINE. OR If a newer version of DCOM98 has already been installed on your server an error message will appear stating that you need to un- install the current version of software. You need to click on the Ok button and continue. (As DCOM98 has already been installed you do not need to install the version supplied on the installation disk). 8. Click on the Finish button 9. Make sure that the PC has been re-booted before using the Workforce Management Interface software. Starting the application Before starting Workforce Management Interface, you must ensure the Delta Server is running. Workforce Management Interface is started by: 1. Click the Start button on the Windows taskbar. 2. Point to Programs, then to INDeX CCM. 3. Click Workforce Management Interface from the sub-menu. 4. From the Find Server screen select the required Delta Server, and then click Connect. If your required Delta Server is not listed, then click Advanced. Select one of the search options, and then click Search then select the required Delta Server. Main Screen Once the connection to the Delta Server is established, the Workforce Management Interface screen appears. If the screen does not appear double click on the Workforce Management Interface icon, which will show on the right hand side of the Windows Taskbar. The Icon looks like this example: . Connection This indicates the Delta Server PC that the Workforce Management Interface is currently connected to. System Message This indicates the status of the connection between the Delta Server and Workforce Management. If the link between the Delta Server and Workforce Management is disconnected then a screen appears allowing you to reconnect to the server. The Find Server screen appears to resume connection to the Delta Server. Dn Activity This indicates the directory number activity on the telephone switche. Dn Info Select Dn – This option enables you to select the required directory number. Dn Values – This is a historic presentation of the call data for the selected directory number. First I/C Presented – Number of new incoming calls presented to this dn. Exactly the same as that displayed on the Call Center View. Lost – Number of calls that rang this Dn and were then un-answered (by any Dn). (i.e. the caller hung up before it answered) The same as that displayed on the Call Center View. Num of Call Transactions Ans – The number of times that targeted group or agent answered an incoming call. Staffing Level – The number of available agen...
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