IEX WFM Performance Manager - NICE Systems
IEX WFM Performance Manager - NICE Systems
IEX WFM Performance Manager - NICE Systems
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2<br />
WebStation Reporting<br />
WebStation StatsViewer<br />
Adding data from other systems<br />
Example Metrics and KPIs<br />
<strong>NICE</strong> <strong>IEX</strong> <strong>WFM</strong> <strong>Performance</strong> <strong>Manager</strong><br />
Custom <strong>Performance</strong> Reporting
Enterprise Business Challenges<br />
•“Lots “L t of f data, d t little littl iinformation” f ti ”<br />
• Accurate, timely information to manage performance<br />
•“Manually driven processes which are information<br />
• poor” poor<br />
• Automated, streamlined process to sustain performance<br />
•“Too much reliance on management at the top,<br />
not enough ownership at the bottom”<br />
• Actionable information, for every employee<br />
3<br />
Technology + Process + People = RESULTS
Why Companies are Deploying <strong>NICE</strong> <strong>Performance</strong> Management<br />
Improved<br />
Employee<br />
Efficiency<br />
Supervisor &<br />
<strong>Manager</strong><br />
Focus<br />
• Objectives & metrics aligned<br />
with corporate KPIs and targets<br />
• Enable accountability & self selfcorrection<br />
• RReduced d d administration<br />
d i i t ti<br />
• Allows supervisors more time<br />
to manage<br />
• Improved coaching & reviews<br />
Business Impact!<br />
Improved<br />
3 - 10%<br />
Productivity<br />
productivity<br />
iimprovement t<br />
Higher Customer<br />
Satisfaction<br />
25 - 75% admin<br />
time reduction<br />
20 - 30% more<br />
coaching<br />
Save Time and<br />
Money<br />
Focus on<br />
Improvement<br />
• Better data quality, in line with Know what, who Better Business<br />
Corporate hierarchy changes<br />
& how to improve<br />
Metrics<br />
Visibility y and • Objective Objective, automated reporting 10 – 50% time<br />
Results • Better Sales and CSAT results savings<br />
Better Business<br />
Decisions<br />
4
<strong>IEX</strong> <strong>WFM</strong> Agent-based <strong>Performance</strong> Reporting<br />
• Adh Adherence<br />
• Queue Utilization<br />
• Agent Detail
WebStation StatsViewer<br />
•WebStation W bSt ti provides id agent t based b d results lt and d<br />
includes elements of <strong>Performance</strong> Management
7<br />
WebStation StatsViewer<br />
•Displays Di l productivity d ti it statistics t ti ti ffrom th the ACD or<br />
multimedia server for an agent<br />
• Agents stats comparison options:<br />
• None – no comparison between agent and MU or ADG<br />
• Difference – comparison between agent results and MU or<br />
ADG<br />
• % Difference – comparison between agent results and MU<br />
or ADG<br />
• Vi View ddetails t il – allow ll agents t tto view i ddata t bby queue or skill kill<br />
• View MU and/or ADG stats
What Else Do You Want an Agent to See?<br />
• Adh Adherence<br />
• Attendance<br />
• Conformance<br />
• Quality scores<br />
• Revenue amount<br />
• Number of tickets closed . . .
9<br />
<strong>NICE</strong> <strong>IEX</strong> <strong>WFM</strong> <strong>Performance</strong> <strong>Manager</strong> Scorecards<br />
•Pre-built P b ilt configurable fi bl scorecard, d with ith rollups ll th through h<br />
the hierarchy and delivered via WebStation<br />
• BBalanced l d OOverall ll P<strong>Performance</strong> f RRating ti with ith ddrill ill ddown tto<br />
specific reportees and specific objectives<br />
• Objective Targets, Ratings, Results, Trend Indicators,<br />
Weightings, and Trend Charts<br />
• Daily, weekly, monthly, quarterly and yearly views<br />
• Not only delivered to Agents, but to higher levels of<br />
management
How <strong>Performance</strong> <strong>Manager</strong> Works<br />
ACD<br />
<strong>NICE</strong> <strong>IEX</strong><br />
<strong>WFM</strong><br />
<strong>NICE</strong> Perform<br />
Sales<br />
CRM<br />
Payroll<br />
Other<br />
SmarttSync<br />
PM DData<br />
Impport<br />
DATA WAREHOUSE<br />
ODS<br />
Operational<br />
Data<br />
Store<br />
(ODS)<br />
Raw<br />
Transaction<br />
Data<br />
BUSINESSS<br />
TRANNSFORMATTIONS<br />
PDM<br />
<strong>Performance</strong><br />
Data<br />
Mart<br />
(PDM)<br />
Calculated<br />
Metrics<br />
Data Sources<br />
D t St /<br />
• Out-of-the-box TotalView<br />
<strong>WFM</strong> and Perform Quality<br />
Connectors<br />
• AAgent t data d t from f other th data d t<br />
sources via flat file connector<br />
Data Storage /<br />
Calculation<br />
• ODS provides for re-calculations and<br />
historical reporting<br />
• Business Transformations automate<br />
complex performance calculations<br />
• PDM houses performance data<br />
Dashboards<br />
Scorecards<br />
Reports<br />
PERSONALIZED<br />
FOR THE USER:<br />
Executives<br />
& Analysts<br />
<strong>Manager</strong>s<br />
& Supervisors<br />
Data Presentation<br />
Agents<br />
• Balanced performance<br />
scorecards for agents through<br />
executives<br />
• OOperational ti l KPI dashboards<br />
d hb d<br />
• Standard and custom reporting<br />
with Crystal Reports Server
Select from a list of standard metrics<br />
%<br />
AGENT_ADHERENCE<br />
AGENT_CONFORMANCE<br />
AGENT_UNPLND_VS_SCHED_PCTG<br />
NN_AGENT_TOTAL_SCHED<br />
NN_AGENT_TOTAL_UNPLND<br />
CONTACTS_PER_LOGON_HOUR Sample Metrics<br />
CONTACTS_PER_PRDCTV_HOUR<br />
CONTACTS_PER_SCHEDULED_HOUR<br />
LOGON_OCCUPANCY<br />
Name: Agent Adherence<br />
NRMLZD_CONTACTS_X_LOGINHR<br />
NRMLZD_CONTACTS_X_SCHED_HOUR<br />
NRMLZD_CONTACTS_X_PRODCTV_HR<br />
TALK_PCT_OF_LOG0N_TIME<br />
TALK_PCT_OF_SCHED_TIME<br />
WORK_PCT_OF_LOGON_TIME<br />
WORK_PCT_OF_SCHED_TIME<br />
AGENT_AHT_FACTOR<br />
AGENT_LOADED_AHT_FACTOR<br />
AGENT_AHT<br />
AGENT_AHT_GOAL<br />
AGENT AGENT_UNAVAIL_PCT<br />
UNAVAIL PCT<br />
AGENT_AVERAGE_TALK_TIME<br />
AGENT_AVERAGE_WORK_TIME<br />
AGENT_AVERAGE_OUT_TIME<br />
AGENT_OUT_TM_CTCT_HANDLED_RATIO<br />
AGENT_TALK_PCTG_OF_AHT<br />
AGENT_WORK_PCTG_OF_AHT<br />
AGENT_AWOL_PCTG<br />
AGENT_SHORT_PCTG<br />
AGENT_LATE_PCTG<br />
NN NN_AGENT_AWOL<br />
AGENT AWOL<br />
NN_AGENT_SHORT<br />
NN_AGENT_LATE<br />
AGENT_SUM_CONTACTS_HANDLED<br />
AGENT_AVG_CONTACTS_HANDLED<br />
AGENT_ATTENDANCE<br />
Adherence by Attribute A2<br />
Adherence by Attribute A3<br />
Adherence by Attribute A4<br />
Adherence by Attribute A5<br />
Agent Late Occurrences<br />
Agent Late Time<br />
Agent Adherence for A1<br />
Agent Sick Occurrences<br />
Agent Productivity<br />
Description:<br />
Adherence = Minutes in Adherence / Scheduled<br />
Minutes<br />
Formula: ssum m Total Total_In_Adh In Adh / sum s m Total Total_Sched Sched
Select from a list of standard metrics<br />
Sample Metrics<br />
AGENT_ADHERENCE<br />
AGENT_CONFORMANCE<br />
AGENT_UNPLND_VS_SCHED_PCTG<br />
NN_AGENT_TOTAL_SCHED<br />
NN_AGENT_TOTAL_UNPLND<br />
CONTACTS_PER_LOGON_HOUR<br />
CONTACTS_PER_PRDCTV_HOUR<br />
CONTACTS_PER_SCHEDULED_HOUR<br />
LOGON_OCCUPANCY<br />
NRMLZD NRMLZD_CONTACTS_X_LOGINHR<br />
CONTACTS X LOGINHR<br />
NRMLZD_CONTACTS_X_SCHED_HOUR<br />
NRMLZD_CONTACTS_X_PRODCTV_HR<br />
TALK_PCT_OF_LOG0N_TIME<br />
TALK_PCT_OF_SCHED_TIME<br />
WORK_PCT_OF_LOGON_TIME<br />
WORK_PCT_OF_SCHED_TIME<br />
AGENT_AHT_FACTOR<br />
AGENT_LOADED_AHT_FACTOR<br />
AGENT_AHT<br />
AGENT AGENT_AHT_GOAL<br />
AHT GOAL<br />
AGENT_UNAVAIL_PCT<br />
AGENT_AVERAGE_TALK_TIME<br />
AGENT_AVERAGE_WORK_TIME<br />
AGENT_AVERAGE_OUT_TIME<br />
AGENT_OUT_TM_CTCT_HANDLED_RATIO<br />
AGENT_TALK_PCTG_OF_AHT<br />
AGENT_WORK_PCTG_OF_AHT<br />
AGENT_AWOL_PCTG<br />
AGENT_SHORT_PCTG<br />
AGENT_LATE_PCTG<br />
_ _<br />
NN_AGENT_AWOL<br />
NN_AGENT_SHORT<br />
NN_AGENT_LATE<br />
AGENT_SUM_CONTACTS_HANDLED<br />
AGENT_AVG_CONTACTS_HANDLED<br />
AGENT_ATTENDANCE<br />
Adherence by Attribute A2<br />
Adherence by Attribute A3<br />
Adherence by Attribute A4<br />
Adherence by Attribute A5<br />
Agent Late Occurrences<br />
Agent Late Time<br />
Agent Adherence for A1<br />
Agent Sick Occurrences<br />
Agent Productivity<br />
Name: Agent Attendance %<br />
Description: Displays attendance percentage<br />
Formula: Scheduled - Unplanned / Scheduled
Select from a list of standard metrics<br />
AGENT_ADHERENCE<br />
AGENT_CONFORMANCE<br />
AGENT_UNPLND_VS_SCHED_PCTG<br />
NN_AGENT_TOTAL_SCHED<br />
NN_AGENT_TOTAL_UNPLND<br />
CONTACTS_PER_LOGON_HOUR<br />
CONTACTS_PER_PRDCTV_HOUR<br />
CONTACTS_PER_SCHEDULED_HOUR<br />
LOGON_OCCUPANCY<br />
NRMLZD_CONTACTS_X_LOGINHR<br />
NRMLZD_CONTACTS_X_SCHED_HOUR<br />
NRMLZD_CONTACTS_X_PRODCTV_HR<br />
TALK_PCT_OF_LOG0N_TIME<br />
TALK_PCT_OF_SCHED_TIME<br />
WORK_PCT_OF_LOGON_TIME<br />
WORK_PCT_OF_SCHED_TIME<br />
AGENT_AHT_FACTOR<br />
AGENT_LOADED_AHT_FACTOR<br />
AGENT_AHT<br />
AGENT AGENT_AHT_GOAL<br />
AHT GOAL<br />
AGENT_UNAVAIL_PCT<br />
AGENT_AVERAGE_TALK_TIME<br />
AGENT_AVERAGE_WORK_TIME<br />
AGENT_AVERAGE_OUT_TIME<br />
AGENT_OUT_TM_CTCT_HANDLED_RATIO<br />
AGENT_TALK_PCTG_OF_AHT<br />
AGENT_WORK_PCTG_OF_AHT<br />
AGENT_AWOL_PCTG<br />
AGENT_SHORT_PCTG<br />
AGENT_LATE_PCTG<br />
_ _<br />
NN_AGENT_AWOL<br />
NN_AGENT_SHORT<br />
NN_AGENT_LATE<br />
AGENT_SUM_CONTACTS_HANDLED<br />
AGENT_AVG_CONTACTS_HANDLED<br />
AGENT_ATTENDANCE<br />
Adherence by Attribute A2<br />
Adherence by Attribute A3<br />
Adherence by Attribute A4<br />
Adherence by Attribute A5<br />
Agent Late Occurrences<br />
Agent Late Time<br />
Agent Adherence for A1<br />
Agent Sick Occurrences<br />
Agent Productivity<br />
Sample Metrics<br />
NRMLZD CONTACTS X LOGINHR Name: Agent Late Occurrences<br />
Description:<br />
FFormula: l<br />
Count of Late Exceptions from the Agent Schedule<br />
Summary export<br />
Count of Late Exceptions p exist ( (Late = 1<br />
occurrence)
Select from a list of standard metrics<br />
AGENT_ADHERENCE<br />
AGENT_CONFORMANCE<br />
AGENT_UNPLND_VS_SCHED_PCTG<br />
NN_AGENT_TOTAL_SCHED<br />
NN_AGENT_TOTAL_UNPLND<br />
CONTACTS_PER_LOGON_HOUR<br />
CONTACTS_PER_PRDCTV_HOUR<br />
CONTACTS_PER_SCHEDULED_HOUR<br />
LOGON_OCCUPANCY<br />
NRMLZD NRMLZD_CONTACTS_X_LOGINHR<br />
CONTACTS X LOGINHR<br />
NRMLZD_CONTACTS_X_SCHED_HOUR<br />
NRMLZD_CONTACTS_X_PRODCTV_HR<br />
TALK_PCT_OF_LOG0N_TIME<br />
TALK_PCT_OF_SCHED_TIME<br />
WORK_PCT_OF_LOGON_TIME<br />
WORK_PCT_OF_SCHED_TIME<br />
AGENT_AHT_FACTOR<br />
AGENT_LOADED_AHT_FACTOR<br />
AGENT_AHT<br />
AGENT AGENT_AHT_GOAL<br />
AHT GOAL<br />
AGENT_UNAVAIL_PCT<br />
AGENT_AVERAGE_TALK_TIME<br />
AGENT_AVERAGE_WORK_TIME<br />
AGENT_AVERAGE_OUT_TIME<br />
AGENT_OUT_TM_CTCT_HANDLED_RATIO<br />
AGENT_TALK_PCTG_OF_AHT<br />
AGENT_WORK_PCTG_OF_AHT<br />
AGENT_AWOL_PCTG<br />
AGENT_SHORT_PCTG<br />
AGENT_LATE_PCTG<br />
_ _<br />
NN_AGENT_AWOL<br />
NN_AGENT_SHORT<br />
NN_AGENT_LATE<br />
AGENT_SUM_CONTACTS_HANDLED<br />
AGENT_AVG_CONTACTS_HANDLED<br />
AGENT_ATTENDANCE<br />
Adherence by Attribute A2<br />
Adherence by Attribute A3<br />
Adherence by Attribute A4<br />
Adherence by Attribute A5<br />
Agent Late Occurrences<br />
Agent Late Time<br />
Agent Adherence for A1<br />
Agent Sick Occurrences<br />
Agent Productivity<br />
Name: Agent AHT<br />
Sample Metrics<br />
Description: AHT results<br />
Formula: Talktime + Worktime / Contacts handled
15<br />
Adding data from other systems<br />
•Daily D il ddata t ffrom systems t such h as:<br />
• Sales, CRM, Email, HR / Payroll, etc.<br />
•The client provides the data file(s)<br />
• Import of up to 10 data items included in<br />
Basic Implementation Services fee<br />
• Additional data items can be purchased<br />
• Data items can come from single or multiple systems<br />
• <strong>IEX</strong> provides id the th flat-file fl t fil format f t definition d fi iti
16<br />
Demo of <strong>NICE</strong> <strong>IEX</strong> <strong>WFM</strong> <strong>Performance</strong> <strong>Manager</strong><br />
• DDay iin th the lif life of f an AAgent t
17<br />
Custom reporting
<strong>Performance</strong> <strong>Manager</strong> Reporting<br />
BBest-In-Class t I Cl RReporting ti SSuite it<br />
• BBusinessObjects i Obj t CCrystal t l<br />
Reports for enterprise reporting<br />
• Create custom reports from<br />
a full spectrum of detailed and<br />
consolidated operational data<br />
• Choose from source system<br />
data or pre-calculated and<br />
aggregated performance<br />
information<br />
18<br />
Benefits<br />
• Not proprietary; highly flexible<br />
• Crystal Reports Server included<br />
• Crystal Reports Designer included<br />
• Use these tools to dig deeper into<br />
your data for “What-if,” root cause<br />
and trend analysis
<strong>Performance</strong> <strong>Manager</strong> Reporting<br />
WWorld-class ld l report t designer d i<br />
• GGraphical hi l UUser IInterface t f<br />
for report design and<br />
data definitions<br />
• Report templates for<br />
quick ad-hoc reporting<br />
• Enhanced SQL query<br />
tools for complex reports<br />
• Reports can be tabular tabular…<br />
… or graphical<br />
19
<strong>Performance</strong> <strong>Manager</strong> Reporting<br />
RReports t and d Dashboard D hb d Distribution<br />
Di t ib ti<br />
• UUsers hhave own IInbox, b<br />
public and private folders<br />
• Dynamic prompts and filters<br />
available for run-time<br />
• Reports can be scheduled<br />
or run on demand<br />
• Multiple outputs are<br />
supported<br />
20
The <strong>NICE</strong> <strong>Performance</strong> Management Difference<br />
21<br />
Fast to deploy and easy to maintain<br />
Pre Pre-built built metrics metrics, KPIs KPIs, dashboards dashboards, scorecards and reports<br />
Easy to make changes and additions<br />
Import data items for employees from other systems or sources<br />
Through standard file format connector<br />
Intelligent data warehouse<br />
Comprehensive Operational Data Store and <strong>Performance</strong> Data Mart<br />
Tracking of employee moves and multi multi-skill skill AHT goals<br />
Centered goals and individualized goals
The <strong>NICE</strong> <strong>IEX</strong> <strong>WFM</strong> <strong>Performance</strong> Management Difference<br />
22<br />
Industry-standard, open architecture<br />
For flexibility, scalability and ease of administration<br />
Best-in-class, custom reporting and analytics<br />
SmartCenter integration<br />
<strong>NICE</strong> <strong>IEX</strong> <strong>WFM</strong> and Quality Management customers get value from pre-defined<br />
ddashboards, hb d reports t and d metrics t i<br />
More tightly integrated with the other <strong>NICE</strong> SmartCenter products<br />
PProven consulting lti expertise ti and d iimplementation l t ti methodology th d l<br />
Recognized pioneer in contact center and back office performance management<br />
Best practices derived from implementations in all industries, including multi-skill,<br />
multi multi-site site and multi-supervisors multi supervisors per team<br />
Global service and support
23<br />
Tea Break & Demo Vie Viewing ing<br />
At Ballroom Foyer , Level 1<br />
30mins
We Value Your Feedback!<br />
Ki Kindly dl fill up th the BBreakout k t TTrack k SSurveys
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