The product and marketing information, and any pricing information contained herein including any software features, functionality or other demonstration is being provided to you strictly for informative and display purposes. NICE Systems Ltd. (“NICE”) hereby expressly disclaims any commitment or obligation, legal or otherwise, to include, develop or incorporate any content, features or functionality (or any portion thereof) contained herein in any of its future software, technology or other products. Any pricing information is strictly provided for informational purposes and NICE expressly disclaims any commitment or obligation to provide products or services at the stated prices. The information including all intellectual property rights thereto is strictly and exclusively the confidential and proprietary information of NICE and may not be reproduced, shared or disclosed to any third party without the express written consent of NICE. Disclaimer Disclaimer
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Disclaimer · 2019-11-25 · “Act vs Intra/Rev/Run rec %” for Inbound entities “Act vs Intra/Rev/Run %” for Outbound entities. New read-only column named “Act vs Intra/Rev/Run
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The product and marketing information, and any pricing information contained herein including any software features, functionality or other demonstration is being provided to you strictly for informative and display purposes.
NICE Systems Ltd. (“NICE”) hereby expressly disclaims any commitment or obligation, legal or otherwise, to include, develop or incorporate any content, features or functionality (or any portion thereof) contained herein in any of its future software, technology or other products.
Any pricing information is strictly provided for informational purposes and NICE expressly disclaims any commitment or obligation to provide products or services at the stated prices.
The information including all intellectual property rights thereto is strictly and exclusively the confidential and proprietary information of NICE and may not be reproduced, shared or disclosed to any third party without the express written consent of NICE.
DisclaimerDisclaimer
Introducing our new
brand identity
Workforce Management Roadmap
• Joel Webb – Enterprise Solutions
• NICE Australia & New Zealand
• NICE WFM Roadmap Highlights
• WFM 6.5 Enhancements Overview
• Adaptive WFO
• Back Office WFM + Demo
• Robotic Automation
AGENDA
Where Are We Going?
PERFORMANCE
IMPROVEMENTS
5
NEXT STOP
V6.5
Distance: 05/05/16
FEATURE
ENHANCEMENTS
SERVICEABILITY
IMPROVEMENTS
TIME OFF MANAGER:
• Calculates future # of hours & days to work based on
employee’s work rules
• Option to manage time off in day increments as
opposed to hourly increments only
BACK OFFICE:
• Work Journal: AWS & SWS screen where employees
can enter number of work items completed each day
(by Queue or Agent) to ensure data collection even for
work items having no ACD interface
• Time Standards: Enables customers to enter a
“standard” AHT value for forecasting even if they have
no reliable way to capture historical AHT data
And More…
• “Select All” Reports for Easy Deletion
• Remember Input Parameters on Meeting Scheduler &
Schedule Optimizer
• Date Navigation on Schedule Management & Queue
History Screens
• Personnel Planner: Export to Spreadsheet option
allows supervisors to analyze long-term forecasts in
Excel.
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FUNCTIONAL ENHANCEMENTSV6.5
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INFRASTRUCTURE UPGRADES
WFM Tech Stack/ Security Upgrades to Java (JDK) version 1.8; Spring 4; and JBOSS 7.5
WFM Market Standards AlignmentThe product now supports SQL 2014, Oracle 12 and Windows 10 (Client side)
V6.5
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Roadmap Preview…V6.6
New UI / UX update for an enhanced
user experience
Mobile application enhancements for
increased agent satisfaction
HA (Phase I) – Apache Server Monitoring (Phase I) – new logger for
System events
Back Office enhancements (RTA UI for
RTAM integration)
Multi-channel enhancements for email &
chat
Easy Database Access for hosted
environments – custom report creation
Security improvements & more…
Content subject to change
TIME STANDARDS
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6.5 enhancements
AHT Time Standards
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AHT Time Standards
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AHT Time Standards
Active or What-if Short-term:
Time standard values entered for the date range will override the normally forecasted AHT
values for each CT/WT in the EG.
If Time standard values do not exist, the normally forecasted AHT will be used.
If an interval is left blank, the normally forecasted AHT value will be used.
The Generate Forecast process will not ignore Time Standard values if the CT belongs to
a BU.
What-if Long-term:
The normally forecasted AHT values will be used unless the “Use daily table below” option
is selected.
If a day is left blank, the normally forecasted AHT will be used.
Time standard values entered via the Forecast objectives view will be ignored.
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WORK JOURNAL
6.5 enhancements
Work Journal
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Work Journal
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Work Journal – By Agent
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All “Work Journal” queues for which the agent has the associated skill
are listed.
User can enter the number of items completed and a note for each
queue.
This screen is available in AWS and SWS.
Work Journal – By Queue
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All agents who have a skill associated with the queue are listed.
Pagination available in 100, 200, or 500 items per page
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TIME OFF
MANAGER
6.5 enhancements
TIME OFF MANAGER – KEY UPDATES
Time off can now be managed in DAYS or in HOURS
Previously only supported hours
The system can now use employee work rules to determine future day lengths
Fixed day lengths are also still supported
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TIME OFF RULES
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Rules use either Days or
HH:MM as the calculation
unit
(Can’t be changed once it
has been saved)
TIME OFF RULES
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If an agent requests a partial
day of Vacation, how do we
know how much time to
count?
TIME OFF RULES
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For Days rules, Deduct Conditions
replace “Partial Day Deduct”
settings.
DEDUCT CONDITIONS
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Deduct conditions determine how much time is deducted for a partial day.
Full days always count as 1.
“Ratio” is
(Time Off Length) / (Schedule Length)
But for future days, how do we
know the length of the agent’s
schedule?
DEDUCT CONDITIONS
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AGENT TIME OFF PARAMETERS
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New Length field specifies how the agent’s full
day length is determined
Shortest / Median / Longest:
Uses the shortest / median / longest daily rule in the weekly rule
Hours per day:
Uses the fixed Hours per day values
WEBSTATION: My Time Off
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Time Off Summary data shown in
days
MINI FEATURES
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- Schedule Change Requests
- Select All Reports
- Intraday Enhancements
- Personnel Planner Updates
- Holiday Preferences
- Date Navigation Arrows
- Remember Last-used Settings
6.5 enhancements
SWS Schedule Change Request Approvals:
Show request type (add, delete, change)
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NEW COLUMNS
SWS: View Reports – Select All Button
New checkboxes added to the header row of Data and Process reports that will allow all
reports to be selected.
NEW CHECKBOXES
Intraday –Column to compare actual to forecast as a %
New read-only columns in the Contacts section will be added to the Intraday view in the RCP:
“Act vs Intra/Rev/Run rec %” for Inbound entities
“Act vs Intra/Rev/Run %” for Outbound entities.
New read-only column named “Act vs Intra/Rev/Run %” in the AHT section will be added to the
Intraday view in the RCP for Inbound and Outbound entities.
The calculations were voted on by NUG members. Options B and X won.
Intraday – Column to compare actual to forecast as a %
Personnel Planner
Actual FTE Capacity calculation includes shrinkage and MSEff
Not including these factors caused Actual FTE Capacity to be inflated
Now matches the calculation used for requirements
Actual FTE Capacity is used to calculate Backlog
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Personnel Planner
Export to Excel
Exports in the format currently displayed
Exports only the data currently displayed
Does not export all CTs at once
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Personnel Planner
Edit SL Time and AHT in the displayed format
Edit in Days when formatted as DD:HH:MM:SS
Edit in Seconds when formatted as Seconds
Could previously only edit in seconds, regardless of the display format
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Holiday Preferences
New page opens in SWS
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Selector options:
- MU or MU Set
- Agent Data
- Holiday
Holiday Preferences
New page opens in SWS
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One holiday at a time
Each agent’s preference is shown
Totals for each preference
Last modification time
Date Navigation Arrows
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Schedule Management
Queue History
Remember Last-used Settings
Meeting Scheduler, Schedule Optimizer, and Generate Schedules
Settings are remembered per login
User can go to a different machine and settings will still be recalled
Settings are saved when the user clicks Finish
Nothing is saved if the user clicks Cancel
If a saved entity no longer exists, it is not included in the dialog
E.g. deleted activity codes, moved or deleted agents, deleted MUs
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Meeting Scheduler
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Schedule Optimizer
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Generate Schedules
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Addressing the challenge of
assisted channels
Adaptive WFO
Top Contact Center Challenges
“The Total Cost per agent turnover is
as high as 60-70% of the annual salary
of a new agent in the US”(Frost and Sullivan)
High agent turnover (around 33%) and absenteeism is disruptive and costly