The session is targeted towards organisations that use WFO and require expertise in understanding the current state of the solution. evcoms will complete a full system review, provide a system report containing advice and recommendations.

This session can be run with or without the customer present but system access must be provided.

The post Consultancy / Bespoke (1 Day) appeared first on evcoms.

The purpose of this session it to provide bespoke services to Verint customers. evcoms will provide assistance with some or all of the following:

Assistance resolving issues encountered using WFO.
Answer questions related to the WFO system.
Guidance on the best practices.
Guidance on alarms and system checks
Provide explanation of the system functions.
Assist running Verint reports
Provide system report

This session will be dictated by requirement set out by the customer.

The post Consultancy / System review (1 Day) appeared first on evcoms.

The Unified User Management session is targeted towards individuals who are or will be responsible for the actual administration of the Avaya WFO server, including the configuration and maintenance of organisational structure, user records, access rights and privilege enablement.

The following major topics will be addressed in this orientation session:

• Unified User Management.
• Navigation Basics.
• Creating and Managing Organisations.
• Job Titles and Employee Types.
• Creating and Managing Groups.
• Understanding Roles and Privileges.
• Creating and Managing User Roles.
• Adding Employees.
• Configuring Employee Profiles.
• Assigning Access Rights.

Phase I – Organisation

This course is focused on individuals responsible for setting up and maintaining the WFM platform, typically the resource planning team. This course will prepare the student to set up the hierarchy of your call centre, create users, and develop work rules and operational parameters.

• Create Top-Level Organisation
• Creating Organisation Structure (Parent/Child)
• Activities
• Shifts
• Create Work Patterns
• Create Assignment Rules & Rotations
• Employees and Employee Import
• Set up and assign Skills
• Assign Work Rules & Assignment Rules
• Calendar Events (offline Activities)
• Creating Unavailability
• Editing and Deleting Events

Phase II – Campaign

This course is focused on individuals responsible for setting up and maintaining the WFM platform, typically the resource planning team. This course will prepare the student to set up the campaign to be in a position to run a forecast and produce schedule.

• Create Campaign & Scheduling Period
• Campaign Operations
• Link Employees to Campaign
• Importing Historical Data
• Forecast
• Service Goals
• Run Initial Schedule
• Reviewing the Schedule
• Comparison Tool
• Manual Schedule Amendments
• Overtime
• Absence
• Shift Slide
• Off Phone Shift
• Publishing, Printing and Exporting
• Publish Schedules
• Creating Pulse Views

Phase III – Application Admin

This course is focused on individuals responsible for setting up and maintaining the WFM platform, typically the resource planning team. This course will prepare the student to set up the functionality, typically related to the Web Interface, TOM, Tracking etc…

• Basic Navigation
• People
• Users
• Profiles
• Schedules
• Time Off
• Employee Filters
• Groups
• Tracking
• Adherence
• Pulse
• Alert Rules
• Shift Swap
• Interactions
• Reports
• App Admin
• Roles Setup
• Settings
• Activities
• Adherence Mapping
• Time Collector Mapping
• Request Management
• Auto-processing

The post WFM / WFM Only (6 Days) / (2-4 delegates, maximum 8) appeared first on evcoms.

This course is focused on individuals responsible for setting up and maintaining the WFM platform, typically the resource planning team. This course will prepare the student to set up the hierarchy of your call centre, create users, and develop work rules and operational parameters.

• Create Top-Level Organisation
• Creating Organisation Structure (Parent/Child)
• Activities
• Shifts
• Create Work Patterns
• Create Assignment Rules & Rotations
• Employees and Employee Import
• Set up and assign Skills
• Assign Work Rules & Assignment Rules
• Calendar Events (offline Activities)
• Creating Unavailability
• Editing and Deleting Events

Phase II – Campaign

This course is focused on individuals responsible for setting up and maintaining the WFM platform, typically the resource planning team. This course will prepare the student to set up the campaign to be in a position to run a forecast and produce schedule.

• Create Campaign & Scheduling Period
• Campaign Operations
• Link Employees to Campaign
• Importing Historical Data
• Forecast
• Service Goals
• Run Initial Schedule
• Reviewing the Schedule
• Comparison Tool
• Manual Schedule Amendments
• Overtime
• Absence
• Shift Slide
• Off Phone Shift
• Publishing, Printing and Exporting
• Publish Schedules
• Creating Pulse Views

Phase III – Application Admin

This course is focused on individuals responsible for setting up and maintaining the WFM platform, typically the resource planning team. This course will prepare the student to set up the functionality, typically related to the Web Interface, TOM, Tracking etc…

• Basic Navigation
• People
• Users
• Profiles
• Schedules
• Time Off
• Employee Filters
• Groups
• Tracking
• Adherence
• Pulse
• Alert Rules
• Shift Swap
• Interactions
• Reports
• App Admin
• Roles Setup
• Settings
• Activities
• Adherence Mapping
• Time Collector Mapping
• Request Management
• Auto-processing

The post WFM / Standard WFM elements in addition to Recording only and/or QM (5 Days) / (2-4 delegates, maximum 8) appeared first on evcoms.

This course is a one-day knowledge transfer session that will cover:

• Administrative settings.
• Create coaching sessions.
• Manage and edit sessions.
• View sessions.
• Schedule sessions.
• Optimize scheduled sessions.

The post Quality Monitoring / Coaching (½ Day) / (2-4 delegates, maximum 8) appeared first on evcoms.

This course is designed for Supervisors / Train the Trainer and will prepare the delegate to:

• Logging in and out of the Interactions Portal
• Navigation
• Searching for Contacts
• Playing Contacts
• Evaluating Contacts
• Using Flags, Tags and Remarks
• Using the Inboxes
• Using Reports

The post Quality Monitoring / End User (½ Day) / (8 Delegates, maximum 12) appeared first on evcoms.

The Quality Monitoring Forms Designer is designed to provide users with the theoretical and practical knowledge needed to use the application to create and manage forms successfully. This is for users who are responsible for designing and creating evaluations and assessments for the organisation as per the business goals. The following major topics will be addressed in this session:

• Designing a Form
• Creating Form Components
• Defining Scores and Rules

The post Quality Monitoring / Forms Designer (1 Day) / (2-4 delegates, maximum 8) appeared first on evcoms.

This course is designed to provide users with the theoretical and practical knowledge needed to successfully set up and manage the WFO Interactions application. The following major topics will be addressed in this session:

• Identify and access the Interactions Administration applications
• Configure and manage the Interactions application
• Understand Interactions Settings
• Use Assignment Manager to give the relevant people access to the relevant parts of the system
• Modify captions in the system to reflect your organisations terminology
• Define and manage Flags
• Define and manage Shared Inboxes

The post Quality Monitoring / Interactions Application Administration (1 Day) / (2-4 delegates, maximum 8) appeared first on evcoms.

The Unified User Management session is targeted towards individuals who are or will be responsible for the actual administration of the WFO server, including the configuration and maintenance of organisational structure, user records, access rights and privilege enablement. The following major topics will be addressed in this orientation session:

• Logging in and out of the Framework
• Navigating the menu structure
• Setting Your User Preferences
• Familiarisation with the individual modules
• Creating and Managing Organizations
• Creating and Managing Groups
• Understanding Roles and Privileges
• Adding Employees

The post Quality Monitoring / Admin – Unified User Management (1 Day) / (2-4 delegates, maximum 8) appeared first on evcoms.

This course is designed for Supervisors / Train the Trainer and will prepare the delegate to:

• Logging in and out of the Interactions Portal
• Navigation
• Searching for Contacts
• Playing Contacts
• Using Flags, Tags and Remarks
• Using the Inboxes (optional)
• Using Reports

The post Recording Only 15.2 / End User (½ Day) / (8 Delegates, maximum 12) appeared first on evcoms.