Unified User Management

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