GB
/
GBP
/
EN

Shaping the future of IT skills

Maximising IT performance through learning

MiContact Centre Workforce Scheduling Configuration & System Administration - MICCB-WFS

WGAC-MIT-MICCB-WFS

Mitel

Description

Show Tabs
Introduction

Mitel Workforce Scheduling (WFS) is an optional application that works in conjunction with Mitel Contact Centre Management enabling schedulers to create intelligent work schedules based on employee availability, forecasted demand, and service level objectives.

This course covers the fundamental tasks required to configure Mitel Workforce Scheduling including understanding how schedules are configured and built, what to take in to account when planning schedules, e.g. country labour laws.

We recommend each customer sends a minimum of 2 participants.

Prerequisites & Audience

MiCC CCM System Administration Leader-Led EMEA - WGAC-MIT-MICCB-SYSADMIN

Course Benefits
Course Topics

Topics covered are based on a ‘real’ customer scenario

  • Introduction and planning
  • Overview of YourSite Explorer (YSE); YSE is the application used to do the initial configuration of WFS before progressing to build schedules
  • Configuration of Workforce Scheduling including setting up skills, time off, breaks, jobs, overtime and holidays
  • Building and modifying a schedule, manually and using the schedule building wizard, taking in to account things like business hours, shifts, breaks, etc
  • Modifying user preferences for schedule building
  • Configuration of Schedule Adherence and discussion regarding adherence/out of adherence. Viewing adherence monitors and setting alarms to alert supervisors if an employee is ‘out of adherence’
  • Setup and use of Employee Portal to enable employees to view their schedule, offer/trade shifts, request time off, etc.
  • Run and schedule Workforce Scheduling, Scheduling Adherence and Employee Portal reports
  • Following the course, participants will be able commence planning & configuring WFS in their own organisations (see below for Additional Training & Consultancy Support)

    Related Courses

    Customers have the option to purchase additional on-site consultancy days (minimum 2 consecutive days) which are designed to advise customers in the resolution of any configuration issues during the programming and building their own WFS schedules. We recommend consultancy days take place within 8 weeks of attending the leader led WFS course.

    Note that for the consultancy days to be effective the customer should have configured a majority of the system therefore enabling the consultant to facilitate the implementation of different aspects of the system (the customer is responsible for configuring & programming).

    Mitel courses


    MiVoice Office 400 Core I+M Remote LeaderLed Remote - MIVO-400INSTALL-RMT
    CODE: WGAC-MIT-MIVO-400INSTALL-RMT
    Mitel MiCollab Installation and Maintenance Workshop for MiVoice Business - 53004335
    CODE: WGAC-MIT-MICOL-WORKSHOP
    MiVoice Office 250 6900 & Call Reporter I&M Workshop - MIVO-250APPCR-WORKSH
    CODE: WGAC-MIT-MIVO-250APPCR-WORKSHOP
    MiVoice Office Call Reporter System Administration Remote Leaderled Remote - MIVO-CRSYSADMIN-RMT
    CODE: WGAC-MIT-MIVO-CRSYSADMIN-RMT
    MiContact Center Business for MiVoice Connect I+M - 53004334
    CODE: WGAC-MIT-MICONTACTCENTER-MIVOICECONNECT
    MiVoice Business Core Installation & Maintenance - 53002972
    CODE: WGAC-MIT-MIVB-CORE
    MiVoice Office 250 Applications Suite & 6900 Release 5.1 Installation & Maintenance Workshop - MIVO-250APPSTE-WORKS
    CODE: WGAC-MIT-MIVO-250APPSTE-WORKSHOP
    NuPoint Unified Messaging Rel 9.0 Installation & Maintenance LeaderLed - NUPT-MSGR
    CODE: WGAC-MIT-NUPT-MSGR
    MiVoice Business Release 9.0 Networking, Clustering, and Resiliency Installation & Maintenance Remote - MIVB-NETWORK-RMT
    CODE: WGAC-MIT-MIVB-NETWORK-RMT
    NuPoint Unified Messaging Rel 9.0 Installation & Maintenance Remote LeaderLed - NUPT-MSGR-RMT
    CODE: WGAC-MIT-NUPT-MSGR-RMT
    MiContact Center Office including Business Dashboard Release 6.2 Installation & Maintenance - MICCO-INSTALL
    CODE: WGAC-MIT-MICCO-INSTALL
    MiContact Centre Workforce Scheduling Configuration & System Administration - MICCB-WFS
    CODE: WGAC-MIT-MICCB-WFS
    MiCC Business IVR System Admin LeaderLed - MICCBI-SYSADMIN
    CODE: WGAC-MIT-MICCBI-SYSADMIN
    MiVoice Business & UC MiCollab System Administration Leaderled - MIVBUC-SYSADMIN
    CODE: WGAC-MIT-MIVBUC-SYSADMIN
    Mitel MiContact Center – Contact Center Management CCM System Administration - MICCB-SYSADMIN
    CODE: WGAC-MIT-MICCB-SYSADMIN
    MiVoice Office 400 Core I+M LeaderLed - MIVO-400INSTALL
    CODE: WGAC-MIT-MIVO-400INSTALL
    MiCC Business Release 9.1 Installation and Maintenance - MICCB-INSTALL
    CODE: WGAC-MIT-MICCB-INSTALL
    MiContact Center Business Solution Design Workshop - MICCB-SD
    CODE: WGAC-MIT-MICCB-SD
    MiVoice Call Recording Installation and Maintenance LeaderLed - MIVCR-INSTALL
    CODE: WGAC-MIT-MIVCR-INSTALL
    MiVoice Office 250 Release 6.3 Installation & Maintenance Remote - MIVO-250INSTALL-RMT
    CODE: WGAC-MIT-MIVO-250INSTALL-RMT
    MiCC Business Release 9.1 Installation and Maintenance Remote - MICCB-INSTALL-RMT
    CODE: WGAC-MIT-MICCB-INSTALL-RMT
    MiCloud Management Portal MMP Rel 6.1 System Management Remote LeaderLed - MICMP-SYSMGMT-RMT
    CODE: WGAC-MIT-MICMP-SYSMGMT-RMT
    MiVoice Office 400 Release 6.1 Entry
    CODE: WGAC-MIT-WORKSHOP
    MiVoice Call Recording Installation and Maintenance Remote LeaderLed - MIVCR-INSTALL-RMT
    CODE: WGAC-MIT-MIVCR-INSTALL-RMT
    MiVoice Business Release 9.0 Networking, Clustering, and Resiliency Installation & Maintenance - MIVB-NETWORK
    CODE: WGAC-MIT-MIVB-NETWORK
    MiVoice Business Core Installation & Maintenance Remote - 53003040
    CODE: WGAC-MIT-MIVB-CORE-RMT
    MiVoice Office 250 Release 6.3 Installation & Maintenance - MIVO-250INSTALL
    CODE: WGAC-MIT-MIVO-250INSTALL
    We use cookies to understand how you use our site and to improve your experience. To learn more, click here. Read our revised Privacy Policy and Terms and Conditions.