Introduction | General |
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Introduction
General
Workforce Management Interface
This application communicates with the Delta Server. It downloads call data at
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 centre’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 centre’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 | Page 3 |
Installation/User Manual | 38DHB0002UKFD Issue 4 (18/07/2002) |