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NICE IEXWORKFORCEMANAGEMENTADVANCEDThe NICE IEX Workforce ManagementAdvanced and Optional modules helpcontact centers enhance operationalefficiency and effectivenessInsight from Interactions www.nice.com
Benefits Monitor and track agent schedule adherence in real time Conduct time off planning and schedule bidding online Automate time-consuming administrative tasks Get seamless data exchange between critical applications Obtain visibility into outsourced operations Manage multiple contact channels Gain a clear understanding of goals versus resultsINTRODUCTIONNICE Systems continually creates new ways to help you maximizeservice delivery while minimizing operational expenses. Oursolutions help you spend less time pushing paper and moretime managing your greatest assets — your people. We helpyou empower your agents and provide your managers withthe information they need to make better decisions.Our workforce management solutions address the complexchallenges facing both single site and multi-site contact centersof all sizes. The NICE IEX Workforce Management system is asingle, comprehensive solution for driving the performance of yourcontact center. By enhancing performance, improving resourceplanning, streamlining time-consuming tasks and integrating databetween applications, the system enables your operation to delivercustomer-winning service at the lowest possible operating cost.Building upon the solid foundation of NICE IEX WorkforceManagement Standard, the system’s advanced and optionalmodules deliver even greater power and performance to contactcenters. These modules address the operational challengesassociated with managing multiple contact channels, agent selfservice, agent adherence, performance management, and dataintegration.8[mXeZ\[JkXe[Xi[E@: @ O Nfib]fiZ\ DXeX \d\ek8:; & ; Xc\i@ek\i]XZ\j8[d e jkiXkfi fi\ZXjk\iGcXee\iJZ \[lc\i: Xe \DXeX \iI\gfikDXeX \i? jkfi ZXc8[ \i\eZ\Dlck jb ccDlck j k\Fgk feXcDf[lc\jI\Xc k d\8[ \i\eZ\Dlck Z Xee\cInsight from Interactions K d\ F]]DXeX \iN\YJkXk fe GcljG\i]fidXeZ\ DXeX \iJdXikJpeZ oZ Xe \ ogi\jj D\jj\e \i
Each agent’s supervisor is identified so adherence specialists canquickly make contact as needed.REAL-TIME ADHERENCEReal-time Adherence allows managers to monitor and trackschedule adherence in real timeLower unplanned shrinkage and improve service levelsIdentify and correct problems in real timeHold agents accountable for their performanceReal-time Adherence provides up-to-the-minute agent stateinformation by comparing agents’ current versus scheduledactivity using real-time data streams from ACDs and mediarouters. And if agents are logged into multiple contact routerssimultaneously, you can easily see agent state and adherenceinformation for each system. Supervisors are able to ensure agentsfollow their schedules so that staffing levels and customer servicelevels are not compromised.The Real-time Adherence display gives supervisors an at-aglance view of agent performance. It combines agent adherenceinformation with schedules, adherence to work-state time limitsand an overall summary of each state into an intuitive screen.By monitoring agent schedule and state adherence, managers canquickly identify those who need help or coaching while detectingagents who might be manipulating availability to avoid receivingnew contacts. User-defined colors and adherence thresholds allow supervisorsto set their own adherence tolerances and display preferences. Agents are automatically sorted by multiple user-definedcriteria, including time out of adherence, state, scheduledactivity, agent name and others, so the most critical adherenceissues are displayed first.TIME OFF MANAGERTime Off Manager allows managers to automate time off andholiday planning while providing agents with an online biddingcapabilityAutomate time-consuming time off management processesPromote fairness in the workplaceImprove agent moraleThe Time Off Manager module streamlines the entire time offmanagement process, allowing you to quickly and fairly respond totime off requests. It saves management time, ensuring objective,rules-based approvals, while improving agent morale by givingthem more control over scheduled time off.Flexible Time Off CategoriesWith this module, you can apply unique accrual rates and limits tovacation or holidays, sick time, personal time or other time off. Anda single time off balance can be spent across different activities,or each activity can maintain its own balance of time earned. Thesystem rules you establish determine how many agents can be offon a given day, whether partial-day time off is allowed, and thedate ranges that can be requested. Time off rules can be uniquefor different groups of agents within the contact center. You getthe flexibility to group agents by skill type, shift, site or whateveryou choose for managing time off.Time Off RequestsReal-Time AdherenceThe Real-time Adherence display also reveals agents who are late orfail to appear for their scheduled shifts, providing early indicationsof potential staffing problems. The Real-time Adherence displayincludes powerful features to monitor and manage agents from asingle screen:Agents can access the time off bidding screen via WebStationPlus on their desktop browser, using the color-coded calendar andintuitive screens to help them make or modify selections. Thescreen displays an up-to-date summary of their earned, taken,planned and remaining time off. The color-coded calendar clearlyshows which days can be selected and how much time off isavailable.www.nice.com
In addition to managing ongoing time off requests, theTime Off Manager gives agents the power to periodically bid fortime off based on seniority, rank or first-come, first-serve priority.changes. If an agent calls in sick and schedules are updated,supervisors can be automatically notified and can view thechanges.The system can be configured to use a series of bidding rounds,permitting agents to bid for a specified maximum amount of timeoff in each round. If the requested time is not available, agents canplace themselves on a waiting list for that specific time slot. Thebidding and wait list screens can be accessed directly by agentsor managed by a supervisor.Additional FeaturesThe Time Off Manager offers these additional capabilities: upports partial-day, full-day and week time off selectionsS llows weekends prior to and following the selected time offAweek to be forced off Permitsholidays to be set up individually or in groupsfor fair rotations nables fair, automatic holiday assignment rotations byEtaking previous holiday work history into account rovides a view of time off data in hours or FTE daysP aintains time off carry-overMScheduleViewerStatsViewerThe StatsViewer feature is a built-in performance managementtool. It displays each agent’s current and historic performancestatistics and, optionally, those of their peer group. Performancecomparisons are shown using icons to help each agent quicklyidentify areas needing improvement.WEBSTATION PLUSWebStation Plus gives agents and supervisors online access forviewing schedules, monitoring performance, viewing a wide rangeof reports and automating many common tasksStreamline time-consuming administrative tasks whilereducing paperworkImprove agent performance and moraleAllow management to process schedule changes andtrades fairlyWebStation Plus lets agents and supervisors easily access workschedules and performance information via a Web browser.Automating many common tasks, WebStation Plus improves yourcenter’s productivity while promoting agent empowerment.ScheduleViewerThe ScheduleViewer feature enables agents to see daily, weeklyor monthly schedules along with any changes. In fact, agents areautomatically alerted to view and acknowledge schedule changes.Supervisors use the ScheduleViewer feature to see their agents’schedules and to verify that the agents have acknowledgedInsight from Interactions StatsViewerActivity TrackerThe Activity Tracker lets supervisors see WebStation Plus activityat a glance. Activity Tracker monitors when agents have loggedin and out, whether or not they have received a schedule changenotification and whether or not they have acknowledged thechange.
ReportingSMARTSYNC EXCHANGEAll reporting is done through WebStation Plus, giving everyonein the center access to information that’s critical to their job.For example, planners can pull forecasting and staffing analysisreports, supervisors can view adherence statistics and agents cancheck their schedules. For added flexibility, the system allows youto export data into a variety of formats, including: Adobe Acrobat(PDF), Comma Separated Values (CSV) or Rich Text Format (RTF).SmartSync Exchange enables seamless data exchange with othercontact center and enterprise applicationsSchedule ChangesThe Schedule Change feature allows agents to easily requestchanges for vacation time, overtime work, personal time or otheractivities.Schedule TradesThe Schedule Trades feature empowers agents to manage theirown schedules by letting them perform trades with anotheragent by means of a virtual “trade board” or directly with otheragents. Agent trade requests can be processed automaticallyor approved by management. Configurable work rules accountfor agent skill capabilities, total work hours and many otherrequirements before granting trade approvals.Schedule BidsThe Schedule Bids feature lets agents bid on desired scheduleswithout leaving their workstations. For example, onsite agentscan use the bidding feature to select overtime and home-basedagents can use it to bid on multiple segments to create schedulestailored to their availability.Time Off ManagerTime Off Manager lets agents request partial or full days forvacation, paid time off or other personal time. Agents may viewtheir entire vacation calendar and waitlist for specific days thatare unavailable. Agents can also enter holiday work preferences.Agent PreferencesThe Agent Preferences feature enables agents to easily updatetheir work schedule preferences. The range of preferencesincludes: days off, days to work per week, start times, lunchtimes, lunch lengths, stop times, fairness volunteerism andnumber of scheduled hours. Using the patented Custom SchedulePreferences feature, agents may designate which parameters aremost important to them and the order in which they should beprioritized.Enable best-in-class center operationsSimplify integration and maintenanceEliminate redundant data entry and streamline processesNICE IEX Workforce Management holds a wealth of valuableinformation in its database — information that is crucial for theoperation and useful for many other applications within thecenter and the enterprise.SmartSync Exchange offers data imports and exports to enableadvanced integrations between NICE IEX Workforce Managementand other systems, including: quality monitoring, eLearning,human resources, employee resource management, performancemanagement, agent scorecards, payroll, time keeping, customapplications, and IVR employee access. It streamlines the wayyour business runs by enabling systems to communicate witheach other, eliminating paper-based processes and redundantdata entry. This open, easy-to-implement module supports therapidly changing technology environment of today’s contactcenter, making it easier and less expensive to integrate with othersystems.Enabling Advanced IntegrationsOther workforce management systems use simple databaseaccess technologies to share data, so when these systems areupgraded, the interfaces often no longer work due to changes inthe underlying database structures. SmartSync Exchange isolatesthe system’s internal database structures from external solutions,enabling simpler, lower maintenance integrations with lessdowntime.Eliminate Redundant Data-Entry TasksSmartSync Exchange saves you significant time and money byeliminating redundant data-entry tasks. In most contact centers,agent information has to be entered into multiple systems:ACD, workforce management, payroll, human resources andothers. Keeping these systems up-to-date requires a lot of work.SmartSync Exchange allows NICE IEX Workforce Management toautomatically synchronize agent information with these othersystems.Flexible Data Export OptionsExporting calculated information, such as schedule adherencefor agent scorecards, summarized schedule time for payrolland forecasted staffing levels for performance analysis, is alsowww.nice.com
provided by SmartSync Exchange. The ability to export calculateddata greatly simplifies the work needed to supply information toother systems.Professional Services Ensure SuccessOur Professional Services group will set up your SmartSyncExchange data imports and exports for you and can schedule themto run periodically as needed to support the integrations you create.MULTI-CHANNELThe Multi-channel module enables effective managementof multiple contact channels (email, fax, etc.)Simplify the complexity of running a multi-channel contactcenterDeliver consistent service across all channelsQuickly and accurately account for agent requirements acrosscontact typesThe patented Multi-channel module simplifies managing multiplechannels, enabling your operation to provide consistent servicewhile optimizing resources.Flexible Service LevelsThe Multi-channel module lets you specify service level goals foreach type of customer contact. You can even set multiple goalswithin the same contact channel, specifying a 4-hour response goalfor service emails while allowing up to 24 hours to reply to generalemails.Channel-Appropriate AlgorithmsAccurately determining Multi-channel staffing needs requirescalculations that mirror real-world conditions. For contacts thatneed to be handled quickly, such as telephone calls, patentedsimulation technology and BErlang-C algorithms provide preciseinterval-by-interval results. For contacts with a longer responsewindow, such as email, a workload calculation provides the bestanswer. With contacts that can be deferred, a new level of planningis needed. In addition to forecasting when the emails will arrive, thesystem also plans the best time to handle them within the servicelevel window. The Multi-channel feature uses the methodologyappropriate for each customer contact channel, providing theaccuracy needed to effectively schedule resources.Multi-channel Service DeliveryThe Multi-channel module gives your operation a single integratedplatform for managing service delivery across all channels. AfterInsight from Interactions creating forecasts of the contact arrivals and when they shouldbe handled, the system creates schedules designed to ensure youhave the right people covering the right contact channel at theright time. But it doesn’t stop there. As the day unfolds, ChangeManager automatically keeps you up to date on the interval-byinterval performance of your entire operation. At a glance, you cansee forecasted versus actual results, giving you an early warning ifconditions change unexpectedly.Active Backlog ManagementIf not managed effectively, non-abandoning customer contactslike email can rapidly build up huge backlogs, threatening servicelevels and creating resource allocation problems. The Multichannel module prevents these problems from occurring byactively managing the volume of backlogged contacts. Backlogsare automatically updated throughout the day to determine if aproblem is developing that needs your attention. You can evenspecify an amount of backlog to be handled by a specified time.This enables you to analyze the impact on staffing so that youcan determine if additional staff should be assigned to handle thebacklog.Works With Multi-skill SchedulingThe Multi-channel module works with the Multi-skill module. Thisprovides unsurpassed planning and service management in contactcenters where agents cover multiple contact channels, handle morethan one skill type within a channel or a mixture of both.With the Multi-channel module you get complete flexibility indetermining how multi-channel agents are scheduled. Whetheryour center handles multi-channel contacts using separate groups,continuously routes them using “universal queue” technologyor schedules them to be worked in specific time blocks, NICE IEXWorkforce Management manages it all.PERFORMANCE MANAGERPerformance Manager helps you align and achieve corporate goalsthroughout your organizationGain a clear understanding of goals versus resultsEmpower employees for self-management and improvementView individual and team metrics with automated reportingProvide clear executive visibility for better decisionsPerformance Manager provides a single, comprehensive solutionfor tracking, reporting and managing performance throughout alllevels of your contact center operation. Your employees will have a
clear view of how their performance compares to their personaland department goals, while management will have a better viewof the factors driving operational results to establish and aligngoals.Provide Meaningful InformationUnderstanding actual results as they compare with goals is thefirst step to improving performance. Performance Managerprovides this information quickly and effectively with detailedemployee scorecards, automated reports for managers andsupervisors, as well as dashboards for executive visibility withdrill-down capabilities.With comprehensive online reporting capabilities, managers andanalysts can conduct root-cause analyses with ease. You’ll alsobe able to access a variety of sales and performance data frommultiple sources in a single application. Performance Managertakes you beyond simply seeing “what” is happening in yourbusiness to discover “why” it is occurring.Motivate Positive PerformancePerformance Manager helps everyone in your organizationdo their job better with easy access to information and quickfeedback on performance: gents can better self-manage and improve with a clearAunderstanding of expectations and their actual performance. anagers and analysts are able to break free from spendingMhours each week consolidating spreadsheets and reports fromdifferent systems and, instead, can spend that time on morevaluable activities such as coaching and root-cause analysis. xecutives have a comprehensive view of the enterprise, withEthe ability to drill down to view specific performance data — allthe way to the agent level — for better business decisions.Get Results FastPerformance Manager is an optional module of the NICE IEXWorkforce Management system, providing a solution that getsyou up and running quickly. With standard, pre-built connectors,metrics and key performance indicators (KPIs), PerformanceManager is quick to deploy and easy to maintain.Performance Manager comes with built-in support for multi-sitemanagement. You can view information and perform analysis atany level — from your entire operation to individual sites, contacttypes and queues.Data Integration, Storage and ReportingOrganizations utilize a variety of systems to help employeesperform their jobs more efficiently. Performance Managerintegrates data from our workforce management and qualitymanagement systems and imports data from other sources tocreate the business-focused information that you need to drivesuccess. Based upon your business requirements, PerformanceManager creates a single performance data warehouse.Consolidated data is stored to enable direct access via onlinedashboards, scorecards and reports to display historical views ofinformation.Automated processes eliminate the need for manualmanipulation and spending hours chasing information andconsolidating spreadsheets. As a result, managers and supervisorshave more time to focus on areas and individuals that need helpto improve overall performance.EXPRESS MESSENGERNotify Agents and Supervisors of Schedule Changes Instantlyand Automatically via Email to Office, Home or Wireless Phone.Send notifications to ensure agen
NICE IEX Workforce Management holds a wealth of valuable information in its database — information that is crucial for the operation and useful for many other applications within the center and the enterprise. SmartSync Exchange offers data imports and exports to enable advanced integrations between NICE IEX Workforce ManagementFile Size: 1MB
