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Workforce Management Interface
Workforce Management Interface
Overview
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 center'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 center'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 is used to create and update a Comma Separated
Variable (CSV) file containing a list of contact centre related matrices.
The contact centre data is downloaded every 15 minutes to enable third party
applications to carry out forecasting, rostering and the scheduling of agent resources.
Starting the application
Before starting Workforce Management Interface, you must ensure the Delta Server is
running (see page 43).
Workforce Management Interface is started by:
1.
2.
3.
4.
For details on using the Workforce Management Interface, refer to the separate
Administrator's Manual.
Compact Contact Center Installation Manual
40DHB0002USBG Issue 4a (05/29/2003)
Click the Start button on the Windows taskbar.
Point to Programs, then CCC.
Click Workforce Management Interface from the sub-menu.
From the Find Server screen select the required Delta Server, 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.
Overview - Page 65
Overview - Page 65
Workforce Management Interface
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