Contact Center Multimedia Monitoring and Management

Multimedia Monitoring and Management Presented by: Brad Justice October 6, 2016

• Further understand the definition of chat, email and other multimedia

• Understand scheduling of multimedia within the Back Office

• Get an introduction into monitoring and management of multimedia – Intraday management

– Adherence vs conformance in the Back Office

In this session, you will:

Session Overview

Who has multimedia within their environment?

Let’s Take a Vote!

Audience Poll

Is anyone forecasting or scheduling to those media types?

Email

Phone (Immediate)

Fax

Back Office Processing

Chat

Various Media Types

Outbound Dialing

Phone – Inbound calls, typically routed by an ACD. Immediate media type Chat – Web or add-on based dialog box communication between Customer/Consumer and the Business Representative. Immediate media type Email – Written communication that requires attention or some action from the Business Representative. Deferred media type Fax – Images of a document made by electronic scanning and transmitted as data by telecommunication links. Deferred media type Back Office – Administration work such as Claims Processing, Data Entry or otherwise that typically does not have direct Customer interaction. Deferred media type Outbound Dialing – An outgoing call from a call center Employee to a customer on behalf of the call center or a client. Immediate media type

Media Type Definition

Multimedia Scheduling

• Multimedia is able to be scheduled by a block of time

• Multimedia types are able to be scheduled blended (task-

switching)

• Intraday optimization available by time of day and/or time of week

• Schedulers are able to publish schedules to end-users as needed or as schedules change.

Multimedia Scheduling Facts

Real-Time Schedule Adherence

• Schedule Adherence is able to be viewed by each scheduled

event, including various Media types • Adherence is captured and integrated by minute, either by

the ACD, Back Office CRM or by Verint’s My Time application

• Adherence exceptions to schedule are able to be approved from the integrated Adherence screen

• Group exceptions are able to be applied to a group of schedules

Real-Time Adherence Facts

Scheduled Adherence & Conformance Reports

Out of Box Reporting available, as well as Adhoc Reporting, which allows the

User to create their own Custom Reports

• Schedule Adherence measures exactly how closely

an Employee follows their schedule

Calculation = ((Total Time Scheduled – Adherence Exceptions Minutes)/Total Time Scheduled)*100

• Schedule Conformance measures the time the

Employee spent in each scheduled activity Calculation = (Actual Time Working/Time Scheduled to Work)*100

Scheduled Adherence & Conformance Facts

Adherence Summary Sample Report

Real-Time Intraday Management

• Queue statistics available as a stand-alone queue or as a combined media

• Available Statistics*: AHT, Volume Handled, Volume Offered, Service Level, Average Speed to Answer, Abandoned, Occupancy, Staffing, FTE

• Table or Interval data available with each statistic

• Trending is available within the Intraday Management (Pulse) screen, which allows for the User to view how the application predicts future intervals, based on the previous intervals

• Integrated intraday reforecasting by Work Queue

*Not all statistics are available with each Media Type and are subject to the Data Source availability

Real-Time Intraday Management Facts

Thank You!

Please feel free to reach out to Haley Partus with any questions or demos:

Haley Partus

Marketing Manager [email protected]

Office: (678) 679-2063