Verint forecasting and scheduling manual

for forecasting and scheduling. • Provides simpler, more efficient scheduling models. • Enables schedules to be easily modified to close coverage gaps. 22 Verint Systems nc. All marks reference herein are traemarks, registere or otherise, of Verint Systems nc. (Verint), its susiiaries, or its respective licensor oners. The capabilities of the broader Verint platform tie in nicely with Verint Workforce Management, so we can use DPA, My Time, Scorecard, and Forecasting and Scheduling to manage operations from front to back. User experiences and access can be tailored depending on the roles of the employees so as not to overwhelm someone with too many tools. Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to enterprise organizations. Google is looking to use the Verint solution to help, plan, and manage our workforce which is distributed across the globe. Google is a large company. We are now supporting $160 billion plus revenue, and this workforce is located in 50 plus locations around the world. For us to better plan and forecast …. The paper reviews the manual forecasting and scheduling process, identifies execution-oriented problems associated with using spreadsheets for this process, and explains how a robust workforce management (WFM) solution can be particularly helpful to small and medium centers. About Verint Witness Actionable Solutions The innovative, streamlined forecasting and scheduling solution enables the contact center to effectively plan and manage its inlux of new resources to address sharp rises in call volumes across the services it operates. Verint Workforce Management is now used to schedule more than 1,000 resources across ive sites in ive countries. The These solutions provide software robots that can completely replace the need for manual processing of specific tasks or entire multi-step processes, automating and executing them around the clock. RPA increases employee capacity and processing speed by freeing them up for higher value activities. Our team can help you: Review agent guidance needs User Review of Verint Workforce Management: 'Our organization uses Verint Workfroce Management's Quality Monitoring, DPA, Forecasting and Scheduling, and Scorecards. These products help our organization monitor customer interactions and accurately staff all channels of phone, chat, email and social media on an interval basis in order to achieve our average speed of answer goals. By being able Verint Impact 360 Training Manual Verint WFO Monitoring Adherence - Agent Utilization, Scheduling, Resourcing & Capacity Forecasting MTD Modernizes Scheduling with Verint Workforce Management in the Cloud2007 09 20 14 07 Impact 360 Enterprise Workforce Optimisation for Back Office Operations Improving Verint First call resolution demo As part of the Verint Workforce Optimization™ suite, Verint Back-Office Workforce Optimization includes unified functionality for forecasting workload and scheduling staff, performing quality management, and analyzing and managing employee performance, productivity, and training. Because this functionality can all work together, the The scheduling engine determines how much time to spend on each activity, and when these activities should occur in the schedule. linked queue forecasting, with a graphical work flow queue editor, uses historical production data to forecast the allocation of work streams into their respective channels, and easily maps complex work Verint®Workforce Management™ Region South Africa Results • Reduced time branch managers devote daily to scheduling and forecasting from 5 hours to 10 minutes • Increased customer satisfaction by automating routine administrative tasks • Improved staff engagement by providing employees with the schedules they prefer Verint®Workforce Management™ Region South Africa Results • Reduced time branch managers devote daily to scheduling and forecasting from 5 hours to 10 minutes • Increased customer satisfaction by automating routine administrative tasks • Improved staff engagement by providing employees with the schedules they prefer