Agents, Shifts and Business Rules

Similarly to OneSupervisor, the OneBackOffice is OneContact WFO’s kryptonite. In this module you are allowed to define which contact centres’ runtime data will be gathered and manage teams, agents, services, shifts, skills, holidays, absences, business rules and ultimately define the reporting procedures.

Using the Entities View it’s possible to manage all WFM entities (Agents, Teams, Services, Shifts, Supervisors) and their relations. For each entity, all the relations are immediately displayed on the same view and they can be created or destroyed using the mouse with a drag and drop approach.In the Shifts entity it’s possible to define the allowed schedules (shifts) including rotation shifts that are normally used for night schedules. The shifts can be defined statically (08:00 to 16:00) or dynamically (08:00 to 24:00 with an 8 hour period).

In the Business Rules view it’s possible to configure the rules that will be used by the schedule generator. Often, companies have sets of internal rules defined that will also affect the computation and planning of the shifts. One example is the maximum working hours per day which limits the amount of working time per day for an agent. It’s possible to define different sets of rules per agent, team or service. Some of the rules that can be defined are:

 

Different Rule Types:
  • Breaks – The schedules and amount of break time that an agent can use, for example, for meals;
  • Holidays – The country and company defined holidays;
  • Maximum Work Time Per Day – Indicates, in minutes, the maximum allowed work time for an agent in one day;
  • Minimum Consecutive Leaves – Indicates the minimum consecutive leave days for an agent;
  • Maximum Shifts Per Day – Indicates the maximum number of shifts per day for an agent;
  • Minimum Time Between Shifts – Indicates, in minutes, the minimum interval between shifts for an agent;
  • Maximum Consecutive Working Days – Indicates the maximum consecutive working days for an agent;
  • Minimum Free Weekends Per Month – Indicates the minimum free weekends for an agent per month;
  • Maximum Assigned Days Equals Number of Work Days – In a month, an agent cannot work more than the number of work days in that month;
  • Count Work On Holidays As Extra Day – If the agents is scheduled to work in an holiday it is considered an extra day.

 

 

Technology

OneContact WFO already integrates with the leading contact center systems in the world: Collab’s OneContact, Nortel Symposium, Cisco IPCC, Avaya, etc. It can easily integrate with any other solutions.
The import of external data into the OneContact WFO’s database is made through a Sync Web Service.

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For each external system (OneContact, Symposium, other) there will be a custom built synchronisation Web Service whose purpose is to allow OneContact WFO to get the provisioning, history and runtime data it needs.
The import can be triggered by request using the back-office web application or automatically via timers that are triggered by the OneContact WFO Server and configured using the OneBackoffice web application. The provisioning data (agents, teams and services) is not imported directly into the WFM’s database. Instead, it is imported to an integration database where it can be manipulated, visualized and checked before the final import into the OneContact WFO’s database. At this stage, if needed, the agents, services and teams of the contact center can be remapped to other agents, services and teams in the OneContact WFO system. This is particularly useful when the same agent has multiple logins in the contact center, allowing to analyse and view the agent’s performance data in an integrated way.

The history and runtime data (agent interactions, queue interactions and agent’s state log) is directly imported to the OneContact WFO’s database. In the integration with Collab’s OneContact system, the data is imported in real time instead of aggregated in 15/30 minutes intervals.
The Sync Web Service acts as a driver/plugin to get the needed data from external systems. There is one specific Sync Web Service for each external system from where the OneContact WFO system needs to import data. Each Sync Web Service responds to a predefined interface and acts, therefore, as a black box where all the details and structure of the external system’s data as well as its mappings to the OneContact WFO’s data structure are hidden behind that interface. To integrate with an external contact center system the only task needed is to build the sync web service.collab_wfo_diagram

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