07_Extending Workforce Management_Verizon (3)dp
- 1. 1 of Extending workforce management support to the back office Debra Philips Verizon #NICEi2016
- 2. 2 Verizon Enterprise Solutions Divisions include – Global Networking & Security Business Communications IT Solutions Managed Services Functions include – Order Management Provisioning Service Delivery & Assurance Billing Currently - VRM built for Americas, EMEA , India locations Verizon Employees and Contractors +4400 Resources Deliver the Connected World. Simply. Reliably. Securely. #NICEi2016
- 3. 3 Resource Management – (Vision) 3 Agent & Admin Tools VECNotification Engine Fax Email Online • Billing Inquiry • Incidents • Change Requests • Provisioning • Ordering Screener Customer AIMS PhoneChat Customer Facing VECRM Internal Portal 360 Customer View Case Management (Ticket Initiation) VAD Agent Desktop ACD Resource Management Work Horses ETMS / WOW RT Dashboard Intra-day Mgmt. Work Dist. Metrics Feed iCI RT Dashboard Intra-day Mgmt. Work Dist. Metrics Feed UOTM RT Dashboard Intra-day Mgmt. Work Dist. Metrics Feed ACD Dashboard Chat Dashboard Data Data Data IEX Analytics HELM / PMRA MYINFO / DRIVE • Shrink Management • OT Management • Short-Term Forecasting • Schedule Optimization • Center Level Reporting • Agent Perf. Reporting • Coaching Log in/out data Metrics Metrics Metrics Metrics Agent Skills, functions Multi-Gen System Integration Project Focused on VES Workforce Performance & Measurement Long-Term High-Level Architecture #NICEi2016
- 4. 4 Implementing the Vision with WFM (NICE) 4 PHASE 1 Implement Common Interface based on Inbound ACD format. • Historical 30-minute interval queue statistics PHASE 2 Implement agent-level data (more complex and limited based on work horse system design). • Historical agent queue statistics • Historical agent system statistics • Historical agent activity states PHASE 3 Automate file delivery based on custom interface integration for each system. PHASE 4 Integrate Verizon Agent Desktop (VAD) to workhorse data streams for additional timestamps for activities. What DATA can we get from our Work Horse Systems and How? #NICEi2016
- 5. 5 Implementing the Vision with WFM (NICE) 1. Integrations of three Work Horse / Back Office systems • Ticket/Task feed for Trouble Ticket Management • Chat feed • Integrated billing system / task feed 2. Fourth Work Horse / Back Office system in development for Order Management PROGRESS 1. What data can we get? 2. How do we handle concurrent data streams? 3. How do we extract data from system to measure desired KPI’s? 4. Limitations of system (application vs webpage design) ISSUES #NICEi2016
- 6. 6 Back Office Systems – Data Available 6 Agent Activity Agent Detail What events are available or already built into the application / webpage? Do we have time stamps available? How can the data groups be structured ? a) Work Groups b) Function c) Location What DATA can we get? #NICEi2016
- 7. 77 The Data – Event Sets Chat System - limited Events based on binary structure #NICEi2016
- 8. 8 The Data – Event Sets 8 Ticket System – basic States and adopted Reason codes #NICEi2016
- 9. 99 The Data - Agent Activity (Multiple Streams) 10 – ACD feed 20 – Ticketing System 21 – Chat System #NICEi2016
- 10. 1010 The Data - Agent Detail (Multiple Workgroups) 20 – Ticketing System ( 200+ function/locations) 21 – Chat System ( 40 locations) #NICEi2016
- 11. 11 Back Office Systems – Data Available 11 Chat Ticket Billing Inquiry Ticket • Count of chats and length (Open to Close window) • Immediate response • Chat Groups, center location, subject • Deferred response with backlog • Tasks associated with Trouble Tickets • System Time – Login to Logout time stamps • Deferred response with backlog • Tasks associated with Billing/Orders Tickets • NO System Time – Webpage based ** (ISSUE) (continue integration with Agent Desktop screen capture) Queue Data #NICEi2016
- 12. 12 How to Use the Data? And Issues 12 Baseline Data – What is it telling us? Key Observations • Large performance variations tied to system, process and reporting challenges • Continued human dependency to measure accurately KPI Calculations • Average Handle Time – (Sum(Task)(Sec)) / # Tasks • Lost Time - (SignOnTime – (Available Time + Handle Time)) / SignOnTime • Shrinkage - Sum of Time spent ( Meetings, Lunch, Doing Other Work) • Occupancy % - (SUM(Task) + Sum(ATW)) / (TIME Available) ** ISSUE - How can we extract concurrent data streams? Limitation of WFM reports primary or merged agent activity • SmartSync – Actual Activity Detail and Summary • (Internal) WFM Reporting Center – allows users to pull data by feed #NICEi2016
- 13. 13 VRM Initial Baseline Plan 13 System Compliance Improvement VRM Improvement Process • Abandoned Task Cap (90 min) • Tasking Compliance (Start/Stop Task) • Log In / Log Off • Appropriate Code Usage • Clean Up of Legacy Workflows • Expand Measurable Workflows • Daily Four KPI Reports • Report & Shrink Checkbook Delivery • Weekly Performance Review by Director • Detailed Rollout Package • New 30 Day Baseline #NICEi2016
- 14. 14 VRM KPIs Initial Baseline (sample report) 14 Systems, Workflow & VRM Process Enables Annualized Benefits ($11.8M) 7 Day KPI Report KPI 1- Mar 2- Mar 3- Mar 4- Mar 5- Mar 6- Mar 7- Mar 8- Mar 9- Mar 10- Mar 11- Mar 12- Mar 13- Mar 14- Mar 15- Mar 16- Mar 17- Mar 18- Mar 19- Mar 20- Mar 21- Mar 22- Mar 23- Mar 24- Mar 25- Mar 26- Mar 27- Mar 28- Mar 29- Mar 30- Mar 31- Mar AHT (sec) 4253 1242 1061 77 117 98 122 136 94 84 123 161 142 135 159 115 105 117 111 105 217 313 253 259 222 241 206 219 265 221 230 Lost time (hrs) 154 489 811 842 856 694 299 174 591 922 895 947 801 289 157 339 990 837 736 891 355 222 600 772 594 860 704 338 190 410 541 Shrinkage % - 159. 6 -3.6 - 156. 6 - 162. 3 - 116.8 -78.3 - 359.2 -46.5 -0.18 -87.5 -30.9 -48.9 -32.1 -84.9 -50.9 11.9 -26.7 -43.5 -5.25 -58.4 - 222.3 - 264.4 16.5 -38.6 6.5 -5.7 -15.7 -72.2 -45.9 14.8 1.3 Occupancy % KPI Calculations • Average Handle Time = ( Sum(Task)(Sec)) / # Tasks • Lost Time = (SignOnTime-(AvailableTime+HandleTime))/SignOnTIme • Shrinkage = Sum of Time spent (Meetings, Lunch, Doing other work) • Occupancy % = ( SUM(Task) + Sum(ATW)) / ( TIME AVAILABLE) Key Observations: • Large performance variations tied to system, process and reporting challenges • Continued human dependency to measure accurately System Compliance Improvement Abandoned Task Cap (90 min) IT Tasking Compliance (start/stop task) IT / VRM In Progress Log In / Log Off IT / VRM In Progress Appropriate Code Usage IT / VRM In Progress Clean Up of Legacy Workflows IT In Progress Expand Measurable Workflows IT April VRM Improvement Process Daily Four KPI Reports VRM Report & Shrink Checkbook Delivery VRM Weekly Performance Review by Director VRM / Field Detailed Rollout Package VRM / Field In Progress New 30 Day Baseline VRM April #NICEi2016
- 15. 15 AHT by Skill Groups AHT by Skill Groups – Top 50% Outliers Agent Behavior Report Agent Behavior Report – Top 50% Outliers KPI Summary Reports, Trending Graphs and Sub Measurements VRM KPIs – Sample Reports 15 KPI Reports Data complied from WFM reports such as Time Utilization, Agent Detail and Agent Actual Activity through WebStation reports or SmartSync Pivot tables easily format reporting for roll up of data from agent to Supervisor/ Manager/ Director/ VP #NICEi2016
- 16. 16 KPI Cadence (sample report) 16 • Organized by Director Groups • AHT • Shrinkage (Good) • Lost Shrinkage (Bad) • Occupancy #NICEi2016
- 17. 17 VRM - Week Over Week KPI Performance 17#NICEi2016
- 18. 18 VRM - April KPI Sub Measurements 18 0 20 40 60 80 100 0 1000 2000 3000 4000 5000 Tasks with Zero AHT- May/June 0 10 20 30 40 50 60 0 50 100 150 200 250 300 350 Count of Lost Time > 120min - May/June 0 0.2 0.4 0.6 0.8 1 0 0.2 0.4 0.6 0.8 1 Logout Event in Hours - May/June Sub Measurement Process Continues to Drive Improvement in Four Core KPIs #NICEi2016
- 19. 19 Execution of the Vision w/Integrating Back Office Systems 19 69.0% 65.3% 68.2% 72.8% 79.1% 63.0% 78.3% 79.6% 81.2% 78.1% 50% 60% 70% 80% 90% Jun Jul Aug Sep Oct Abraldes Donovan 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 0.0 10.0 20.0 30.0 40.0 50.0 May Jun Jul Aug Sep Oct Lost Time Shrink RESULTS - KPI measurements Service Level Improvements – 5 month period • Abraldes Group - 63% to 79.1% • Donovan Group - 69.0% to 78.1% Lost Time Improvements – 5 month period • Avg 42 hrs per rep per month to 22 hrs Shrinkage Improvements – 5 month period • Avg 17 % per month to 35 % +25% +13% +50% +50% #NICEi2016
- 20. 2020 Execution of the Vision w/Integrating Back Office Systems EXECUTION – VRM Processes & Communication Service Level Management Daily Command Center calls Weekly outlook meetings Field Engagement KPI meetings Centralized / Offshore support model (VRM functions) Command Center Implementation Streamlined communication with CC 800# and consolidated email box IEX project - continued integration with VAD (Agent Desktop) to improve task model-based tools #NICEi2016
- 21. 2121 Execution of the Vision w/Integrating Back Office Systems PLANNING – Forecasting & Scheduling FTL ( Force to Load) • Pipeline reduction plan outlined for OM • Gathered revenue plan by circuit • Vendor FTL meetings • Revised plan incorporated Scheduling • Arrival pattern analysis • Vacation bid Field Engagement • Skill group alignment • Vendor hiring recommendation #NICEi2016
- 22. 22 • Review BO system design with IT Developers, End Users, and WFM • Discuss how widgets are counted and does it make sense to count or is there another way • Discuss with IT their method for counting and ability to change • Phased approach on system integration and population of users to measure for a baseline Recommendations Do’s • Don’t be limited by current reporting methods or structure • Don’t assume users are following the same process – they always find the shortcuts or work around • Don’t ignore outlier data – review for potential system design issues or process changes. Don’ts 22
- 24. 24 Biography – Debra Phillips Debra Phillips is currently an IT Systems Engineer supporting the NICE IEX WFM software platform for Verizon’s Wireline and Enterprise Solutions Organizations. This includes implementation, design and build, user acceptance testing, training, and tier 2 support of software/hardware issues. Debra has over 20 years experience in Workforce Management and Contact Centers that include Sales, Customer Service, and Outsourcing supporting Telecom/Cable, Healthcare, Retail, Catalog, and Government Industries. She has extensive experience in strategic and operational functions of Workforce Management in the Contact Center environment, covering scheduling, forecasting, budgeting, and intraday management process design, implementation, and operations. Design and operational experience in multi-contact type and multi-skilled agent environments. #NICEi2016
- 25. 25 Appendix 25 • Sample Reports • AHT by Skill and Rep • Zero AHT by Skill Outliers - System Limitation /Design • Agent Behavior Report - Schedule and System Activity Summary • Agent Behavior Report Outliers – System States or Lost Time
- 26. 26 AHT by Skill Report (Tickets) 26 AHT Report • The AHT Report provides an AHT breakout by Skill with a month to date view, as well as the capability to view by day. • Rep AHT by skill provides a summary of the AHT by skill for Director, Manager and Agent with a month to date view, as well as the capability to select by day. • Currently available for agents in ETMS pilot. #NICEi2016
- 27. 27 AHT by Skill Report (Tickets) – Outliers 27#NICEi2016
- 28. 28 Agent Behavior Report 28 Metric Definition Calculation Lost Time / MTD % of time signed in, not associated with inbound calls (SignOnTime- (AvailableTime+IBHandleTime))/SignOnTIme Agent Behavior Report • Agent Behavior Report captures Lost Time and Lost Shrinkage • Will provide a detailed view of lost time by Director, Manager and Agent • Provides the ability to view the time agents are spending on each status and the percentage deviated from the original schedule in IEX • Compiled from Schedule Activity and Actual Events from phone & BO systems #NICEi2016
- 29. 29 Agent Behavior Report - Outliers 29 • Line of Sight to recorded activity based on events states from BO System. • Large data points led to investigation • Enhance System processes / expanded reason codes • Reclassify production / unproductive codes #NICEi2016
- 30. 30 Share your thoughts with #NICEi2016 and your feedback using the NICE app