Avaya 38DHB0002UKFD User Manual

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

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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-minute intervals 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.

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Installation/User Manual 38DHB0002UKFD Issue 4 (18/07/2002)