Avaya Aura WFO Training中文概要1.ppt

* * Witness Forecasting and Scheduling is powerful with complex algorithms that consider a number of different factors and run in the background to produce optimized schedules. At the same time Witness Forecasting and Scheduling is designed with ease of use as a priority. A superior and proven user interface design masks the complexity of the technology making it easy for all users of the system, whether a scheduler, manager or agent. In the calendar module that displays schedules for agents, schedulers can drag and drop changes to reflect last minute schedule changes. They can quickly see the changes to the schedule and the effects of those changes by viewing service level stats at the top as changes are made. Once the changes are made made “visually” it’s easy to re-optimize and re-publish schedules that most adaptively work for your business needs. Schedulers can also use intuitive use slider bars to easily select and balance different scheduling parameters. For example, towards Prefer understaffing or towards Prefer overstaffing depending on the center’s requirements. Key Points: Ease of use, drag and drop Quickly see changes to the schedule and the effects of those changes (by viewing service level stats at the top as changes are made). * Scorecards are a powerful tool to communicate performance results for agents, supervisors, and managers. Agents can see their individual performance, how they measure up to their peers, and their trends. Supervisors can view the results for their team of agents as well as view individual agent results. Managers can view their supervisors and their agents’ results, as well as see center performance in a holistic view. We provide over 30 Key Performance Indicators (KPIs) for our Advanced Scorecards, and you select the ones that are most meaningful to your operations. This is out of the box – no custom integration needed. Of course, if you do need a specially-designed KPI, our scorecard can be customized to incorpo