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OpenText Workforce

OpenText’s Workforce module offers the following workforce management functionality:

Multi-skilled forecasting and scheduling with “what-if” analysis
Interactive agent shift bidding
Intraday management with advanced agent
adherence
ASAP intraday schedule change automation
Integrated communication tools
Modern architecture, easy to deploy and manage
Extendible integration with complementary technologies and other external systems

Easily forecast staffing requirements

  • Highly integrated workforce portals: Workforce delivers four enterprise-level workforce management portals for administrators, schedulers, supervisors, and agents. The module is differentiated because it is built on a flexible communications framework that enables contact centres to rapidly flex their workforce based on current conditions, with a speed and efficiency unlike any other solution on the market. This framework connects agents and schedulers, regardless of location or preferred communication channel, enabling you to create an extremely agile workforce.
  • Multi-skilled forecasting and “what-if” analysis: Workforce delivers a flexible “whatif” analysis tool kit for staff planning that allows you to accurately model a wide variety of industries and customer behaviors. On-demand selection of any one of five different methods brings state-of-the-art flexibility to forecasting future staffing demands:
    1. Forecast demand based on most recent “x” weeks: This traditional legacy approach allows you to forecast demand based on the most recent “x” weeks of past transactional data using an average or weighted average of those weeks. Workforce users can flexibly apply any number of weeks on demand.
    2. Forecast based on specific weeks: Rather than most recent ‘x’ transactional data, Workforce users can select specific weeks to be referenced for forecasting. For instance, users of this module can use the last four Monday holiday weeks to forecast for an upcoming Monday holiday week.
    3. Date-range-based forecasting: Customer behavior is sometimes triggered by business-driven events such as catalog drops or seasonality. Using Workforce date-range-based forecasting enables you to source past date ranges to forecast for similar date ranges in the future.
    4. External data-based forecasting: Workforce users can conveniently upload data directly from Microsoft Excel for forecasting purposes. If you are a BPO looking to onboard a new client, you can use associated call data to properly dimension your staff and calculate the cost to provide the necessary support.
    5. Manual-based forecasting: If nothing in your ACD (Automate Call Distributor) history reflects what is about to happen, Workforce users can create a simple forecast based on manually entered data.
  • Integration for ACD and with external systems: Workforce uses a modern integration approach that takes the hassle out of third-party interoperability with the ACD by using direct database connectivity. No third-party middleware or custom reports are required, reducing the complexity and cost of integration. Administrators can import agent information, ACD queue information, and all the ACD transactional data with built-in recovery mechanisms for ultimate reliability.

Accurately calculate single- and multi-skilled scheduling

Once users have modeled their demand, they can rely on Workforce to accurately calculate headcount by interval using the traditional single-skilled, Erlang C math combined with our proprietary multi-skilled algorithm. Workforce then displays the efficiency associated with the cross-trained agents in multi-skilled contact centres. This allows users to project “what-if” scenarios of their agents’ optimal skills mix.

Forecasting multimedia agents (for email, chat, and phone channels) requires multiple servicelevel
expressions. Workforce supports three different options:

  • Telephone service factor: 80/20: 80% calls answered in 20 seconds
  • Average speed of answer: Answer all calls in “X” seconds
  • Deferred service level: For back office, chat and email scheduling

Additionally, Workforce enables contact centres to forecast their customer demand in order to anticipate staffing exceptions as well as specific business culture requirements.

  • Planning for overhead: Like contact volume, agent exceptions also vary by time of day and day of week. For instance, more agents call in sick on the Monday early shift than on the Tuesday afternoon shift. Workforce tracks those exceptions and enables the contact centre to build overhead into their staff planning process. Now contact centres can be assured of staffing the right number of people throughout each day by considering late time, sick time, and adherence violations.
  • Multi-skilled scheduling: Workforce users develop schedules following an easy-to-use Steps-to-Success process that accommodates a wide variety of schedule cultures, from the financial and insurance industries to technology companies and even unionized contact centres.
    • Fixed shifts: Fixed shift hours, 8-5, for example
      Floating shifts: Optimized shifts assigned based on agent rankings, skills, preferences and availability
      Common day floating: Floating shifts with the same daily start time
      Shift rotations: Rotate your agents fairly through early, late or weekend shifts in steps
      Composite scheduling: Mix and match scheduling approaches within a given week

Effectively manage scheduling cultures and reward agent behaviors

Workforce supports a wide variety of scheduling cultures and assigns shifts considering unique agent rankings, skills, seniority, preferences for start time and days off, and hours of availability. It enables you to control and reward agent behaviors by building custom agent rankings into the schedule assignment process.

Workforce allows you to control and reward agent behaviors by building custom agent rankings into the schedule assignment process.

Use the advanced Workforce agent bidding features to reward your best agents and delight your customers by making the most effective agents available to support customer needs.

  • Interactive agent shift bidding: Tightly integrated into the scheduling pipeline, the fully integrated agent bidding function presents available shift inventory to the agents within their portal, based on their own unique sort criteria. As higher-ranking agents make their selections, an agent’s inventory of shifts will reflect, by color code, the likelihood of holding a particular shift selection. Agents can use the social media standards of “like” and “dislike” to further sort their inventory of shift options.

Streamline intraday management and adherence

Schedulers can easily monitor the completion of the bidding process, and once complete, a single mouse click executes the entire bid, assigning the shifts to the agents based on the criteria. Each agent receives a notification “memo.”

One of the six communication channels available within Workforce, this assignment memo indicates that a schedule for the week is available for review. In this way, Workforce not only streamlines the bidding process but also provides a better workforce experience with visual queues that manage agent expectations and improve agent satisfaction.

  • Intraday management: Workforce’s Intraday Performance Report measures forecast to actual and presents the variance to let you know exactly how your centre is tracking for the day. Workforce then automatically reforecasts the balance of the day based on that current day’s trend and calculates a new net line. This data is tightly integrated into the solution and, as agents are removed, marked as sick or late, the schedule net line updates in real-time.
  • Advanced agent adherence: Workforce delivers three distinct views of adherence and provides the option to include the agent photo, enabling a personal connection with your agents. With user-defined thresholds and grace periods, pop-up windows keep agents on track and in adherence by gently reminding of upcoming scheduled events such as breaks, lunches, eLearning and meetings. Adherence metrics are prominently displayed for on- and off-phone activity, and these statistics are aggregated by agent, group, activity, and site or by the enterprise.
  • Service Level Management (SLM): The intraday service-level dashboard features forecasted data and SVL, as well as the SVL observed by current interval, hourly for the day, or for the week. Service level data is prominently displayed throughout the forecasting, scheduling and intraday management reporting tools.
  • ASAP – Intraday schedule change automation: Workforce users can easily leverage drag and drop controls to make one-off schedule changes such as call outs and tardiness, just as legacy applications do today. However, ASAP or Automated Schedule Adjustment Plans enable analysts to quickly delete or modify schedules for dozens—even hundreds—of agents and select how they want those changes communicated to the agents using Workforce’s communication channels. Because they are two-way in nature, these channels are highly effective in enabling agents to receive, review, and accept or deny offers such as overtime and voluntary time off.

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