contact center multimedia monitoring and management
TRANSCRIPT
• Further understand the definition of chat, email and other multimedia
• Understand scheduling of multimedia within the Back Office
• Get an introduction into monitoring and management of multimedia – Intraday management
– Adherence vs conformance in the Back Office
In this session, you will:
Session Overview
Who has multimedia within their environment?
Let’s Take a Vote!
Audience Poll
Is anyone forecasting or scheduling to those media types?
Phone – Inbound calls, typically routed by an ACD. Immediate media type Chat – Web or add-on based dialog box communication between Customer/Consumer and the Business Representative. Immediate media type Email – Written communication that requires attention or some action from the Business Representative. Deferred media type Fax – Images of a document made by electronic scanning and transmitted as data by telecommunication links. Deferred media type Back Office – Administration work such as Claims Processing, Data Entry or otherwise that typically does not have direct Customer interaction. Deferred media type Outbound Dialing – An outgoing call from a call center Employee to a customer on behalf of the call center or a client. Immediate media type
Media Type Definition
• Multimedia is able to be scheduled by a block of time
• Multimedia types are able to be scheduled blended (task-
switching)
• Intraday optimization available by time of day and/or time of week
• Schedulers are able to publish schedules to end-users as needed or as schedules change.
Multimedia Scheduling Facts
• Schedule Adherence is able to be viewed by each scheduled
event, including various Media types • Adherence is captured and integrated by minute, either by
the ACD, Back Office CRM or by Verint’s My Time application
• Adherence exceptions to schedule are able to be approved from the integrated Adherence screen
• Group exceptions are able to be applied to a group of schedules
Real-Time Adherence Facts
Scheduled Adherence & Conformance Reports
Out of Box Reporting available, as well as Adhoc Reporting, which allows the
User to create their own Custom Reports
• Schedule Adherence measures exactly how closely
an Employee follows their schedule
Calculation = ((Total Time Scheduled – Adherence Exceptions Minutes)/Total Time Scheduled)*100
• Schedule Conformance measures the time the
Employee spent in each scheduled activity Calculation = (Actual Time Working/Time Scheduled to Work)*100
Scheduled Adherence & Conformance Facts
• Queue statistics available as a stand-alone queue or as a combined media
• Available Statistics*: AHT, Volume Handled, Volume Offered, Service Level, Average Speed to Answer, Abandoned, Occupancy, Staffing, FTE
• Table or Interval data available with each statistic
• Trending is available within the Intraday Management (Pulse) screen, which allows for the User to view how the application predicts future intervals, based on the previous intervals
• Integrated intraday reforecasting by Work Queue
*Not all statistics are available with each Media Type and are subject to the Data Source availability
Real-Time Intraday Management Facts
Thank You!
Please feel free to reach out to Haley Partus with any questions or demos:
Haley Partus
Marketing Manager [email protected]
Office: (678) 679-2063