aspect via platform self-guided tour€¦ · indicators, coaching & gamification contests in a...

1©2020 Aspect Software, Inc. All rights reserved

Aspect Via® PlatformSELF-GUIDED TOUR

Activity D: Performance ManagementAspect Via® Performance Management™

©2020 Aspect Software, Inc. All rights reserved

ACTIVITY D©2020 Aspect Software, Inc. All rights reserved

Self-Guided Tour | Activity DAspect Via® Performance Management™

Persona Objectives Agents:Ability to see Key Performance Indicators, coaching & gamification contests in a seamless single interface.

Team Leads:Provide analytics and coaching for their respective teams assign coaching and awards

Day D ObjectivesPerformance Management -Understand the basic functionality and capabilities

AGENT 1Jen B

LEAD 1Stan L

LEAD 2Barb C

AGENT 2Sue R

Activities:Activity engage within their dashboards to view their KPI.Go through a coaching session/ gamification session.

AGEN

T AC

TIVI

TIES

LEAD

ACT

IVIT

IES

Activities:Monitor metrics; perform analytics viewing their team’s data. Provide coaching, create gamification contests.


Aspect Via® Performance Management™ is a high-performance contact center management and reporting tool that allows you to collect, correlate and display information relevant to agents, supervisors and managers.

It will help to provide crucial insights to the management team to compare individual and group performance vs. goals, displaying accessible scorecards to manage quality interactions, configurable dashboards and even custom report generation. These tools tie together all the data needed to effectively manage your contact center.

ACTIVITY A©2020 Aspect Software, Inc. All rights reserved

SIGN ON INFORMATION

If you require a refresher on how to sign in, please refer back to Activity A by clicking HERE.

https://www.aspect.com/globalassets/sgt/red-team-assets/aspect-via-sgt-activity-a-red-final.pdf


The Situation

Very Important Accounts is serious about customer service and knows that proactively self-monitoring is a key to maintaining their best of the best status in the industry.

In this 1st task the Agents will navigate to the Workforce Management Dashboard and learn about the widgets available within Via’s Widget Framework.

OBJECTIVE | Understand the Workforce Management Dashboard.

Very Important Accounts, Inc.

Established 1997Headquartered in Phoenix, ArizonaWe are not just passionate account managers of trusted accounts, but everything else that goes with a full and rewarding accountholder experience. We offer a selection of premium financial and accounting services from personal checking accounts to business tax filings.

We make sure everything we do is committed to the highest quality of services by engaging with our customers and communities.

WE DO BUSINESS RESPONSIBLY


Task 1 | Step-By-Step

From the Aspect Via User Experience find the Workforce Optimization desktop widget and double click it

AGENT 1Jen B

AGENT 2Sue R


Task 1 | Step-By-StepAGENT 1

Jen B

AGENT 2Sue R

This is the Workforce Management dashboard; you’ll find a range of widgets that the agent can interact with

This dashboard can be configurable with various widgets, including a framework to allow for custom widgets

Let’s get acquainted with some out of the box widgets available


Task 1 | Step-By-StepAGENT 1

Jen B

AGENT 2Sue R

A

A. ScheduleB. Request ViewerC. Schedule TasksD. Personal PTO

AccountE. Gamification

ChallengesF. Customer Service

ScoreG. Coaching

Assignments

B CD

E F G


The next few tasks will require Team Lead access, please sign in as Stan L or Barb C.

Activity DTASK 1 – WFM Agent Dashboard

COMPLETENOTE: Repeat Task 1 until you feel comfortable with the widget framework. If there are multiple people sharing the Agent logins, allow other to log in and give it a try. Remember only 1 person can be signed in as a user at a time.


The Situation

Very Important Accounts is serious about customer service and knows that maintaining top talent and measuring ability and compliance is key to maintaining their best of the best status in the industry.

In the 2nd task the Team Leads will navigate to the agent dashboard, view and drill into performance data. Where identified you will assign coaching and awards.

OBJECTIVE | Understand how to navigate the agent scorecard, identify an under performing agent and issue a coaching assignment. Identify a high performing agent and assign an award, drill into a dashboard metric, view coaching assignments and add comments.







From the Team Lead Dashboard

Double Click on the Workforce Optimization Widget

LEAD 1Stan L

LEAD 2Barb C



From Workforce Optimization Dashboard

Click on Performance then Agent Scorecard

LEAD 1Stan L

LEAD 2Barb C



Your scorecard will display with a default view of metrics by your team. You will see a listing of your metrics with each team member below

You have three different views to toggle the scorecard by selecting the options from the drop-down box located at the top right hand of the scorecard

1. The first is the default.2. The second views the scorecard by agent by metrics. This is useful when you are coaching a specific agent and want to look just at the

individual’s data. 3. The third view is tabular which maps the data in a quartile view to see your respective team members in sets of four based on each

metric. You can sort and filter the data within this view. Select each of the three views to see how the data is changed within the scorecard. Go back to the Metric View once you have click each of the three views.

LEAD 1Stan L

LEAD 2Barb C



Lets change the time period for the scorecard

1. Click on the selection boxes at the top of the screen. 2. Click from Month to Year, then in the drop down next to it select YEAR. The data on the scorecard will change to year

to date. This is the mechanism for changing time period and data display within the scorecard.

LEAD 1Stan L

LEAD 2Barb C



Lets change see a graph view of the agent scorecard – Click on the GRAPH ICON

To graph your data, you can either select the graph icon at the top of the screen or by using the cog wheel to the far right of each metric. The graph at the top of the screen will graph all the metrics on the scorecard, the cog wheel will just graph the selected metric

LEAD 1Stan L

LEAD 2Barb C



Lets see individual agent metrics. Click on the blue arrow to the left of Compliance Time %

This will expand your team

LEAD 1Stan L

LEAD 2Barb C



1. Identify an agent that needs coaching 2. Select the cog wheel, you will see your

four options 3. Select the Assign Coaching

LEAD 1Stan L

LEAD 2Barb C


Task 2 | Step-By-StepThe Create Coaching Assignment window will appear

The agent selected should already be selected and the Action list should have an AHT 1-1 Action

Select the AHT by clicking on the right

Add some comments to the coaching action and click SAVE

This will assign a coaching assignment to the selected agent and you will see it reflective in your coaching widget discussed after reports

LEAD 1Stan L

LEAD 2Barb C



1. Identify a high performing Agent2. Select the cog wheel, you will see your

four options 3. Select the Assign Award

LEAD 1Stan L

LEAD 2Barb C



The Create Award window will appear

The agent selected should already be selected and the Action list should have two options Best Award and Trophy

Select that Trophy, the icon for the award and the number of points will appear at the bottom of the screen

Click SAVE, this will assign an award to the selected agent and you will see it reflective in your gamification widget (More on that in a moment)

LEAD 1Stan L

LEAD 2Barb C



Go back to the main dashboard by clicking “Dashboard”, you will find this in your navigation options on the top left corner of the screen

Another option within the dashboard is drill through capability to see more detailed data for a specific metric

Click on the Average Quality Score big number widget

LEAD 1Stan L

LEAD 2Barb C



This will open up The Quality By Template report. You will see a pivot table and a graph displayed. Within the pivot table you can navigate the data by expanding each respective dimension. In navigating the dimensions, you have two options: Drilldown the default and Expansion (these icons are located at the top of each report). The drill down option as you select a dimension member it only displays the current selected member and any children members. The expansion keeps all members of the respective dimension and provides totals for each level in the dimension.

LEAD 1Stan L

LEAD 2Barb C



Once you get the report to the detail desired, you can export to excel or PDF

LEAD 1Stan L

LEAD 2Barb C



Go back to the main dashboard

The Coaching Widget (the one with the 4 color circles) allows you to visually see if you have any unread coaching actions, any completed actions, or any late coaching actions

If you assigned a coaching action within the scorecard you should see at least a 1 in the Unread icon

LEAD 1Stan L

LEAD 2Barb C



You will see two tabs: Team Actions and Team History. Team actions will show you any coaching that requires your signoff or comments or being worked through by your team. Team History will show previous coaching actions that you have completed. The cog wheel to the left of the coaching will allow you to edit the item, view history, cancel the coaching or add a comment.Click on the left arrow on one you just created.

LEAD 1Stan L

LEAD 2Barb C



You should see your comments

Once the agent has completed it you will need to sign-off that it was completed

LEAD 1Stan L

LEAD 2Barb C


Activity DTASK 2 – Agent Scorecard

COMPLETENOTE: Repeat each until you feel comfortable with the end to end navigation. Make sure you have added and reviewed coaching comments. Ask an agent to add a comment to an assignment.

We will continue with the Team Lead personas. The agents can be logged in and benefit from the activities the Team Leads are performing. Remember if you get stuck, your Tour Guide is available to help you – they can even show you the Admin experience if desired.


The Situation

Very Important Accounts is serious about customer service and knows that maintaining top talent and measuring ability and compliance is key to maintaining their best of the best status in the industry.

In the 3rd task the Team Leads will navigate to the performance management dashboard and custom reporting tool, to drill into the detail on the Agent Park / Not Ready metrics.

OBJECTIVE | Get a clear understanding of the metrics around Agent Park / Not ready, including the root cause.







From the Team Lead Dashboard

Double Click on the Workforce Optimization Widget

LEAD 1Stan L

LEAD 2Barb C


Task 3 | Step-By-StepYou will be routed to the Workforce Optimization Dashboard where you will see a high-level view of the agents you are responsible for.You can filter and rank team members or view the data as the whole team. From here you can assign coaching engagements, or even distribute rewards based on the agent 's performance.

Click on the PERFORMANCE TAB

LEAD 1Stan L

LEAD 2Barb C



This will reveal the dropdown where you can do things like coaching assignments, coaching impact, and create forms, create challenges and grant awards

You can also access custom reports from this dropdown

Click on the AGENT NOT READY/PARK report

LEAD 1Stan L

LEAD 2Barb C



What you see here is a view of ALL AGENTS in the Organization in the Not Ready / Park Mode

You will use the pivot tools to isolate the date you are looking to report

Click on ALL ORGANIZATION

LEAD 1Stan L

LEAD 2Barb C



You will notice the ALL TEAMS in the WFM – ViaSGT is now the filter for our report

Lets drill deeper

Click to expand WFM - ViaSGT

LEAD 1Stan L

LEAD 2Barb C



We now have a view of the Red Team

Let’s keep drilling down

Click to expand ALL AGENTS

LEAD 1Stan L

LEAD 2Barb C



Now you have a look at ALL AGENTS on your team

This will give you detail on Not Ready / Park Actuals, but let’s get to the root cause

Click to expand ALL AGENTS NOT READY STATUS

LEAD 1Stan L

LEAD 2Barb C



You can easily assess the majority of the Park / Not Ready is due to Agent Breaks

With a small amount of time being initial log in and issues with the phone

LEAD 1Stan L

LEAD 2Barb C


Activity D TASK 3 – Team Lead Performance

Management Views

COMPLETE

NOTE: Repeat Task 2 until you feel comfortable with the end to end navigation. You can drill into other reports. If you need assistance with the reporting, please reach out to your Tour Guide and we will have a Performance Management Expert jump in with you.

Activity D | What we covered: 1. How to evaluate voice, SMS, & web interactions as an agent2. How to evaluate voice, SMS, & web interactions as a Team Lead3. How to assign a coaching assignment 4. How to view and recognize agent not ready and park statuses to assess productivity

WRAP UP | Summary

aspect via platform self-guided tour€¦ · indicators, coaching & gamification contests in a...

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