Technology and Systems

1. Technology and Systems eWFM • Checklist • EWFM Housekeeping • Running Budget Forecast for Requirements • Running a Call Volume Forecast Essbase • What is Essbase • Connecting • Setting up a pull sheet RPS • Navigating through RPS • Viewing Reports • Adding a class Project Management • Creating Views • Exporting • Sorting • Last 7 Day View

2. Technology and Systems - eWFM eWFM What is eWFM? eWFM is a comprehensive resource planning and staff management system that provides the tools needed to achieve contact-center sales and service goals at the lowest cost. The software can be described as serving three main application areas: forecasting, scheduling, and tracking.

3. Technology and Systems - eWFM eWFM Checklist

4. Technology and Systems - eWFM eWFM Housekeeping Housekeeping checklist for SFE’s: • Trial Schedules: • Delete all old trial schedule sets that are no longer used • Maintain trial schedules by only keeping trial sets that are needed • Delete old shift bids 90 days after effective date Schedule\Forecast Runs • Delete old schedule\forecast runs- retention period is 14 months. The SFEs should NOT delete any forecast or schedule runs that were created by the Capacity Planning team. • Delete Forecast Scenarios that are not being used • HISTORICAL DATA, including nco\aht patterns, aht sets, shrinkage sets, special nco\aht patterns should NOT be deleted.

5. Technology and Systems - eWFM eWFM Housekeeping Housekeeping checklist for eWfm Administration Team

6. Technology and Systems - eWFM Staffing Requirements What are Staffing Requirements? • The number of people – bodies in chairs – required to accomplish the forecast volume of work within the desired amount of time. How are Staffing Requirements calculated? • eWFM is utilized to determine staff requirements by running a budget forecast. • The forecast determines requirements based on volume, productivity and other business assumptions input into the system. • The system then utilizes interval call data for each day, and refers to the historical trends to determine the staff needed by interval, then aggregates the daily FTE for each week, to determine an FTE requirement for a month.

7. Technology and Systems - eWFM Creating a Budget Forecast Before Beginning: • Monthly Historical Updates • Intra-Day Patterns Updated • Growth Rate, Day of week factors correct • Normal hours of operation are set • Identify or update Daily AHT sets that will be used • Forecasting Scenarios created • Confirm Service Level Accuracy • Update Shrinkage Sets • Update Occupancy Percents • Create forecast

8. Technology and Systems - eWFM Monthly Updates • Listed under Forecasting module • Select Forecast Group, Historical Patterns, Monthly Updates • Select Forecast Group • Verify the most recent month has been updated

9. Technology and Systems - eWFM Intra-Day Updates • Listed under Forecasting module • Select Forecast Group, Historical Patterns, Normal NCO • Select Forecast Group • Verify the default patterns has been updated • Also verify AHT Intra-Day patterns by selecting Normal AHT

10. Technology and Systems - eWFM Operating Hours • Listed under Forecasting module • Select Forecast Group, Historical Patterns, Normal Operating Hours

11. Technology and Systems - eWFM Operating Hours • Hours of operation should be set up under the Forecast Groups, Historical patterns, Normal Operating Hours tab • If 24x7 operation, one set can be set up with hours set from Sunday midnight to Sunday midnight • Operation hours that differ by day, need to be set up separately • Special operating hours can be set up in the Special Operating Hours tab for “What if” scenarios or holiday reduced hours • Staff group Normal hours of operation should be set 24x7

12. Technology and Systems - eWFM Growth Rate and Day of Week Factors • Listed under Forecasting module • Select Forecast Group, Historical Patterns, Monthly Updates • Select most recent month, right click, and choose edit. • On the general tab, confirm forecast group. • Review that Growth Rate, and New day of week factors are in line.

13. Technology and Systems - eWFM Growth Rate and Seasonal Factors • Listed under Configuration module • Select Forecasting, Forecast Groups • Select the forecast group, right click, and select edit.

14. Technology and Systems - eWFM Growth Rate and Seasonal Factors • On the general tab, you can verify the forecast group, work code, and the time zone that the group is set up in. • The Historical tab reflects the average daily volume, annual growth rate, and monthly seasonal factors

15. Technology and Systems - eWFM Daily Handle Time Sets • Handle Time sets are created and assigned to forecast scenarios • Handle Time along with volume, availability and occupancy is used to calculate requirements • AHT is measured in seconds

16. Technology and Systems - eWFM Updating Daily AHT Sets • Listed under Forecasting module • Select Forecast Group, Historical Patterns, Daily AHT Sets • Validate Handletimes are listed • If not listed, right click and select add

17. Technology and Systems - eWFM Updating Daily AHT Sets • Select the forecast group • Name your set in the “code” field • Input description • Input your monthly AHT in each daily box • Save and close • A set has to be input for each different AHT used throughout the year • AHT sets are assigned in the forecast scenario

18. Technology and Systems - eWFM Forecasting Scenarios • NMISFI – Financial spread updated by the Cap Planner and entered as a monthly number • NMISCA – Set up by SFE. Updated monthly with daily spread of cap volume prior to the start of a new month. Should not make adjustments to this scenario • NMISOP – Set up by SFE. Updated with operational changes made throughout the month. Should be set as default • Cappublish – Set up by Cap Planners and used to update requirements • WhatifCap – Set up by Cap Planners and used for what if scenarios • Located under the forecasting tab • Select Forecast Group • Choose Add

19. Technology and Systems - eWFM Forecasting Scenarios • Historical Growth Rate – This growth rate is based on historical data that your business has developed over time. To use this type of forecasting scenario it is important that all historical updates and trends are kept up-to-date. • Historical Growth Rate with adjustments – Select this option if you want to increase or decrease volume for specific periods because of unusual circumstances. • User-Supplied Growth Rate – Select this option if you want to specify a growth rate rather than use the systemically calculated growth rate. • User-Supplied Growth Rate with Adjustments – Used to specify a growth rate and make volume adjustments • User-Supplied Fiscal Volume – Used to supply forecast volumes by fiscal period rather than have them systemically generated. Aspect uses day-of-week factors associated with the forecast group when generating a forecast • User-Supplied Daily Volume – Specify specific daily volumes by date rather than have Aspect generate them. You can supply a daily volume for any span of days.

20. Technology and Systems - eWFM Forecasting Scenarios • NMISFI – Set up as User-supplied fiscal volume • NMISCA – Set up as User-supplied daily volume • NMISOP – Set up as User-supplied daily volume or growth rate • Staffing basis is usually Service Level • Fiscal Calendar is usually MNTHLY

21. Technology and Systems - eWFM Forecast Scenarios • General tab includes Forecast group, name of scenario, and description • Multiple scenarios can be created but at least 1 scenario must be set as default. This will be the scenario IDP’s are created from. • “What if” scenarios can be created for volume, service level assumptions, longer operating hours etc.

22. Technology and Systems - eWFM Updating Volume • Fiscal tab includes monthly volumes. • To update, select the Forecast Scenario, right click, and edit. • On the fiscal tab, select Add • Select the month you want to update. • Input the volume, and select OK

23. Technology and Systems - eWFM Updating Handletime • Intra-Day tab used to assign special distributions. Use default or select from drop down of created distributions • Assign special AHT distributions as well as volume

24. Technology and Systems - eWFM Updating Handletime • Assign Daily AHT sets. • Use default-the AHT set assigned as your default under daily AHT sets in historical patterns. • Assign a special set created

25. Technology and Systems - eWFM Updating Service Level • Used to assign service level requirements • Specific to business • 80% of calls to be answered in 20 seconds or less

26. Technology and Systems - eWFM Shrinkage Sets What is shrinkage? • The amount of time staff is doing something other than handling contacts, for example breaks, training, meetings or some other unproductive activity. What are shrinkage sets? • A shrinkage set contains percentages for each shrinkage category by day of week. • eWFM considers shrinkage when calculating requirements. • Multiple sets can created and used to reflect different operating conditions.

27. Technology and Systems - eWFM Shrinkage Sets • To define shrinkage sets, in the Forecasting module, select Staff Group, then Historical Patterns, and Staff Shrinkage • Select the appropriate staff group • Select a scenario already created, or set up a new one.

28. Technology and Systems - eWFM Shrinkage Sets • To set up a new one, click Add. • On the General tab, select the appropriate staff group. • Input a code and description. • Select the Misc tab. • Enter shrinkage percentages for each day of the week. • Different percentages can be used per interval also.

29. Technology and Systems - eWFM Staffing Scenarios • A Staffing Scenario tells eWFM what your objectives and assumptions are in calculating staffing requirements. • In the Forecasting Module, drill down under Staff Group, then Staffing Scenarios. • Select the staff group from the list. Select the scenario you need to use, or create a new one.

30. Technology and Systems - eWFM Adding Staffing Scenarios • To add a new scenario, right click in the staff group, and select add • On the General tab, select the staff group from the drop down box • Input Code, and Description • Code should be named consistently with the Forecast Scenario it is associated with, so this could be named Cappublish with a description of Scenario/Published Cap Plans • If creating What if scenarios, update the memo field with the reason for the scenario, such as comparing occupancy 90% and 100%

31. Technology and Systems - eWFM Adding Staffing Scenarios • On the Occupancy tab, input the desired occupancy by day.

32. Technology and Systems - eWFM Adding Staffing Scenarios • On the Shrinkage tab, assign the shrinkage set you want to use • Select the “Enter Range” box, input the date range. • Select the shrinkage set to use from the drop down box

33. Technology and Systems - eWFM Budget Forecast What is a Budget Forecast? • A budget forecast provides forecast volumes for each fiscal period, and based on historical patterns and scenario assumptions, the following budget information for each period: • Volume • Abandon contact cost • Net revenue • Base hours • Base FTE • Total FTE • Total hours • Holiday hours • Peak positions

34. Technology and Systems - eWFM Creating a forecast using the Forecast Wizard • Using the Forecast Wizard will walk you through creating a budget forecast. • Under the Forecasting module, select Routing Set • Select Forecasting Wizard, then “Open” in the right hand box

35. Technology and Systems - eWFM Creating a forecast using the Forecast Wizard • Select the type of Forecast, in this case Budget • Select “Next”

36. Technology and Systems - eWFM Creating a forecast using the Forecast Wizard • Under Routing Set, choose the correct group from the drop down box

37. Technology and Systems - eWFM Creating a forecast using the Forecast Wizard • Select the Forecast group by choosing the “Options” button • Select the scenario in the drop down box

38. Technology and Systems - eWFM Creating a forecast using the Forecast Wizard • Select the Staff group, then the scenario by choosing “Options”

39. Technology and Systems - eWFM Creating a forecast using the Forecast Wizard • Select the date range for the forecast • Run name should be descriptive, and unique, so that you will be able to identify it • Verify time zone, the select “Finish” to run the forecast • The “Generating forecast” box appears

40. Technology and Systems - eWFM Viewing Budget Forecast Results • There are several print options to choose, Preview, Print, or Export • On the Options tab, choose “MNTHLY”, display date range. You can also include assumptions.

41. Technology and Systems - eWFM Viewing Budget Forecast Results • Base Hours – Required Staff hours without shrinkage • Base FTE – Required Staff hours without shrinkage, converted to FTE • Total Hours – Required Staff hours including shrinkage assumptions • Total FTE – Required Staff hours including shrinkage assumptions, converted to FTE (This is the number used in the cap plan.) • Holiday Hours – Required Staff hours need on holidays designated as “Legal Holiday” in the Holiday Factors • Peak Positions - The maximum number of staff required in any half hour within a given date range.

42. Technology and Systems - eWFM Creating a Volume Forecast A volume forecast can be created using the Forecasting Wizard. Volume forecasts can be created as a checkpoint to verify that Day of Week factors are correct.

43. Technology and Systems - eWFM Creating a volume forecast in eWfm • Forecasting tab • Drill down under Routing Set • Select the Forecasting Wizard • Select Open • The forecasting Wizard walks through all of the information needed

44. Technology and Systems - eWFM Creating a forecast in eWfm • Creating a daily spread, based on a monthly number that is already established in a scenario • For this exercise, select a contact volume forecast • This type of forecast run will spread volume to a daily or intra-day spread • Select “Next”

45. Technology and Systems - eWFM Creating a forecast in eWfm • Select “Include daily totals only” • Select “Next”

46. Technology and Systems - eWFM Creating a forecast in eWfm • Select the “Routing Set” drop down box • Choose the appropriate routing set for the forecast group, and select “OK” • The Routing set box will auto populate

47. Technology and Systems - eWFM Creating a forecast in eWfm • Select the Options box to change the scenario

48. Technology and Systems - eWFM Creating a forecast in eWfm • Choose the scenario containing the monthly volume needed to spread • The NMISFI scenario will be used for this exercise. • Select OK

49. Technology and Systems - eWFM Creating a forecast in eWfm • The date range will be the month the forecast is for. Make sure the same date range is in the forecast scenario, unless a growth rate scenario is being used

50. Technology and Systems - eWFM Creating a forecast in eWfm • The run name should be something descriptive such as the Month and year. The run name has to be unique.