Embed Size (px)
Citation preview
1
of
Extending workforce management support tothe back officeDebra Philips Verizon
#NICEi2016
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
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)
VADAgent Desktop
ACD
ResourceManagement
Work Horses
ETMS / WOW
RT Dashboard
Intra-dayMgmt.
Work Dist.
Metrics Feed
iCI
RT Dashboard
Intra-dayMgmt.
Work Dist.
Metrics Feed
UOTM
RT Dashboard
Intra-dayMgmt.
Work Dist.
Metrics Feed
ACDDashboard
ChatDashboard
Data Data Data
IEXAnalytics
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
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
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
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
77
The Data – Event SetsChat System - limited Events based on binary structure
#NICEi2016
8
The Data – Event Sets
8
Ticket System – basic States and adopted Reason codes
#NICEi2016
99
The Data - Agent Activity (Multiple Streams)
10 – ACD feed20 – Ticketing System21 – Chat System
#NICEi2016
1010
The Data - Agent Detail (Multiple Workgroups)
20 – Ticketing System ( 200+ function/locations)21 – Chat System ( \40 locations)
#NICEi2016
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
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
VRM Initial Baseline Plan
13
System Compliance Improvement
VRM ImprovementProcess
• 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
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 ImprovementAbandoned 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 ProcessDaily 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
AHT by Skill Groups AHT by Skill Groups – Top 50% Outliers
Agent Behavior ReportAgent 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
KPI Cadence (sample report)
16
• Organized by Director Groups• AHT• Shrinkage (Good)• Lost Shrinkage (Bad)• Occupancy
#NICEi2016
17
VRM - Week Over Week KPI Performance
17#NICEi2016
18
VRM - April KPI Sub Measurements
18
5/1/20
15
5/4/20
15
5/7/20
15
5/10/2
015
5/13/2
015
5/16/2
015
5/19/2
015
5/22/2
015
5/25/2
015
5/28/2
015
5/31/2
015
6/3/20
15
6/6/20
15
6/9/20
15
6/12/2
015
6/15/2
015
6/18/2
015
6/21/2
015
6/24/2
015
0
1000
2000
3000
4000
5000
0
20
40
60
80
100Tasks with Zero AHT- May/June
050
100150200250300350
0102030405060
Count of Lost Time > 120min - May/June5/1
/2015
5/4/20
15
5/7/20
15
5/10/2
015
5/13/2
015
5/16/2
015
5/19/2
015
5/22/2
015
5/25/2
015
5/28/2
015
5/31/2
015
6/2/20
15
6/5/20
15
6/8/20
15
6/11/2
015
6/14/2
015
6/17/2
015
6/20/2
015
6/23/2
015
6/26/2
015
6/29/2
015
0
0.2
0.4
0.6
0.8
1
0
0.2
0.4
0.6
0.8
1Logout Event in Hours - May/June
Sub Measurement Process Continues to Drive Improvement in Four Core KPIs
#NICEi2016
19
Execution of the Vision w/Integrating Back Office Systems
19
Jun Jul Aug Sep Oct50%
55%
60%
65%
70%
75%
80%
85%
90%
69.0%
65.3%68.2%
72.8%
79.1%
63.0%
78.3%79.6%
81.2%
78.1%
Abraldes Donovan
May Jun Jul Aug Sep Oct0.0
10.0
20.0
30.0
40.0
50.0
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
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
2020
Execution of the Vision w/Integrating Back Office SystemsEXECUTION – VRM Processes & Communication
Service Level Management Daily Command Center calls Weekly outlook meetings
Field EngagementKPI meetings Centralized / Offshore support model (VRM functions)
Command Center ImplementationStreamlined communication with CC 800# and consolidated email boxIEX project - continued integration with VAD (Agent Desktop) to improve task model-based tools
#NICEi2016
2121
Execution of the Vision w/Integrating Back Office SystemsPLANNING – 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
• 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
23
Q & A
logo#NICEi2016
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
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
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
AHT by Skill Report (Tickets) – Outliers
27#NICEi2016
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
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
Share your thoughts with #NICEi2016 and your feedback using the NICE app
