background image

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. 

 

 

Workforce Management Interface 

Page 3 

Installation/User Manual 

38DHB0002UKFD Issue 4 (18/07/2002) 

Summary of Contents for 38DHB0002UKFD

Page 1: ...Workforce Management Interface Installation User Manual 38DHB0002UKFD Issue 4 18 07 2002...

Page 2: ...Installation User Manual 38DHB0002UKFD Issue 4 18 07 2002 Contents Introduction 3 General 3 Forecasting 3 Rostering 3 Scheduling 3 Workforce Management Interface 4 Installation 4 Starting the applica...

Page 3: ...e 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 Ro...

Page 4: ...ation 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 n...

Page 5: ...he 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 Se...

Page 6: ...ed 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 agents i e the number of agent...

Page 7: ...ta in the CSV file 0 Date 20010510 0 Time 13 45 00 1 0 0 0 9 0 0 0 0 1 4750 44 0 73 07 44 68 0 9 1 6999 0 0 0 0 0 0 0 9 End of Data Description of data message 0 Date YYYYMMDD start of data message 0...

Page 8: ...discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trad...

Reviews: