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

WGAC-MIT-MICCB-WFS

Mitel

Description

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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).

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