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Design & Development Aheeva Education & Certification Services. Work Force Management (WFM). Overview. The Work Force Management module includes Teams Another grouping of agents Adherence Monitor whether or not agents are diligent by adhering to their work schedule. Teams.

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Design & Development Aheeva Education & Certification Services

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Design development aheeva education certification services

Design & DevelopmentAheeva Education & Certification Services


Design development aheeva education certification services

Work Force Management

(WFM)


Overview

Overview

  • The Work Force Management module includes

    • Teams

      Another grouping of agents

    • Adherence

      Monitor whether or not agents are diligent by adhering to their work schedule


Teams

Teams

  • A team is a way of grouping agents together, besides the agent group. A group is a great motivational aid that can incite agents to increase productivity

  • To create a team

    Tenant Work Force Management  Teams  <Add a Team>

    and specify the team name and the team leader

  • Once created you can assign agents to this team

  • An Agent Summary Report can be generated by Team leader


Teams statistics

Teams statistics

  • The Teams view shows the same statistics as the Agents view, but the agents are grouped differently

  • Allows team leader to have easier access to the agents in their group

  • Same functionality offered to the supervisor: Spying, and direct access to agent’s information


Adherence load a schedule

Adherence – Load a schedule

  • The adherence of the agent is relative to a schedule loaded in the database table wfm_details.

  • The wfm_details table contains, for each agent, all the periods of the different activities and the type of the activities

  • You can load the schedule manually or by using some tool to make the task easier. Aheeva provides an Excel sheet as a sample tool for loading a schedule.


Adherence

Adherence

  • From the Aheeva CCS Manager you can

  • Define the display settings of the real-time view of the agents’ adherence

    Tenant Work Force Management  Adherence  <Real Time Adherence>

  • By specifying the agent group, the period of time you need covered, and the spacing which is the time measurement units that will be used in the diagram. Also, you can stop and start again the real-time adherence when you need to do changes

  • View agent’s adherence by date

  • Tenant Work Force Management  Adherence  <View Adherence Graph>

  • Where you can choose one or multiple agents and specify the date and the time period, as well as the spacing

  • Generate the adherence report

  • Tenant Work Force Management  Schedule  <Adherence Report>

  • By selecting if you want it for an agent or an agent group, whether it is a yealy, monthly, or daily report with the appropriate periods of time, and how you want the data to be sorted (by agent ID or by agent name, ascending or descending)


Adherence statistics 1

Adherence statistics (1)


Adherence statistics 2

Adherence statistics (2)

  • Shows how well agents are respecting their schedule

  • Visual color-based representation of the agent’s pre-loaded schedule and the actual schedule

  • Global grade shows an overall evaluation of the agents adherence, for a selected group

  • A right-click give immediate access to a specific agent’s schedule, to the adherence details, and to information on the agent’s station


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