Workforce management in the Envision program

What the workforce management is:

Workforce management is the art and science of having the right number of agents available at the right time to answer an accurately-forecasted volume of incoming calls at the service level desired.Workforce management is an application in the Envision program that provides timely contact center schedules and performance data to all members of your Enterprise Contact Center. Schedulers Agents and Supervisors all work together on a fully integrated platform enabling seamless communications and dynamic schedule management.

What do agents need the Workforce management for?

• To see and create your schedule for current week and next week

• For being able to read the schedule in order to understand the scheduled break timings and other events like training, feedback sessions etc.

• For knowing how to apply for shift off and leave preferences

• For knowing where to check your performance data including your schedule adherence

• For being able to understand how to schedule adherence calculation works on the system

Application interface

•

Agents menu bar:

You can see your monthly and daily calendar, make the notes and things planned to do using the “Today community” button:

Community calendar:

Community Calendar provides a view of any month, or portion of a day. It also allows saving text files as To-Do reminder items.Navigating to community calendar• Mouse-over Today’s Community on the Community main menu bar. Community

Calendar appears as an option on the sub-menu bar.• Click Community Calendar. The Your Daily Calendar View page appearsUsing your daily calendar:

.

PlanningPlanning is Community's primary area for schedule and forecast preparation. The sub-systems in planning are designed with the intent of ensuring that all necessary tasks are completed prior to generating a forecast and schedule. You will need to write it if you need to have the day off after it should be approved by your manager after checking the schedule.

Agent profile

Information in the agent profile is created by the administrator. You will need to use your Acronis credentials to log in.

• You can always check all the time off request you had-> click on “review time off

request”

Scheduling:Which options are available for you here:Review Current Published ScheduleDaily Schedule AvailabilitySchedule PreferencesSchedule Template AssignmentsCurrent Schedule TransactionsAgents Schedules for your Supervisor Group

Review Current Published SchedulePublished schedule- here you can see all the approved schedule you have, you can choose the time period to see the exact date.

• The system assigns the special color and number to every activity in schedule:

Schedule availability:

View your current availability or submit a new availability request. New requests must first be approved

by your supervisor before they go into effect:

Schedule PreferencesEstablish your start time and day of week work pattern preferences to be used by your organization's schedulers and the Community scheduling algorithm.

Schedule Template Assignments

View your current schedule assignments or submit new assignment requests for approval. The new request must be approved by your supervisor before it goes into effect.• Checking Your Schedule Template Assignment Profiles• In the Schedule Template Type drop-down box, select the type of schedule template

you want.• In the Schedule Template Name drop-down box, select the appropriate name for the

template.

• Сurrent Schedule TransactionsRequest and review outstanding shift swaps, shift give-aways and shift take-aways. Review and rate any responses to your own schedule transactions and show the review and execution status of each. In general you can see this information on your “Review Existing Time Off Requests” also. But here you can also see tasks assigned to you by your manager.

Agents Schedules for your Supervisor GroupReview all schedules for members of your supervisor's team for being able to plan your lunch time and your days off. You can see all the members of your tier and their schedule :

Reporting

What we can do here:• Report Schedule, Summary and Analysis data from the Published Schedule• Generate Schedule Adherence Reports and Alerts

• Report Schedule, Summary and Analysis data from the Published Schedule - Schedule Summary Report in Printer-Friendly Format Product printer-friendly schedule summary, including start and stop times for each day of the selected week. Can be applied to any week in the published schedule. - Schedule Detail Report in Printer-Friendly Format Product printer-friendly schedule detail, including individual events, from the published schedule. Can be applied to any week in the published schedule

After you click on the “regenerate report” button you will see the report created.Summary report:

Full report:

• Generate Schedule Adherence Reports and Alerts - Report Your Schedule Adherence Statistics Report on your daily adherence statistics, including detail transactions, for a user-defined date range. The report will show you how much you have been in queue, out of queue, hour worked in total.

• -Report Your Detail Adherence Transactions Review the detail agent state

transactions as captured from the data source.

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