Avaya 38DHB0002UKFD User Manual
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Workforce Management

Interface

Installation/User Manual

38DHB0002UKFD Issue 4 (18/07/2002)

Contents

Contents

 

Introduction ................................................................................................................................

3

General ..................................................................................................................................................

3

Forecasting........................................................................................................................................

3

Rostering ...........................................................................................................................................

3

Scheduling.........................................................................................................................................

3

Workforce Management Interface ............................................................................................

4

Installation..............................................................................................................................................

4

Starting the application ..........................................................................................................................

5

Main Screen...........................................................................................................................................

5

Data Collection ..................................................................................................................................

7

Index............................................................................................................................................

8

Workforce Management Interface

Page 2

Installation/User Manual

38DHB0002UKFD Issue 4 (18/07/2002)

Introduction

General

 

 

Introduction

General

Workforce Management Interface

This application communicates with the Delta Server. It downloads call data at 15-minuteintervals in order to calculate forecasting, rostering and scheduling of agent resources using third party applications.

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

Page 3

Installation/User Manual

38DHB0002UKFD Issue 4 (18/07/2002)