WFO Live Quick Start Guide
Follow the steps below in the order provided to get started with Monet WFO Live.
1. Create a New Workgroup
Go to Setup > Workgroups. Create new workgroups for all of your independent workgroups. As you create each, use the Sites tab to select the primary site and any additional sites associated with the workgroup.
2. Create Sites and select the correct time zone
Go to Setup > Workgroups > Sites tab. Create the appropriate site for the workgroup. Add any additional sites that your contact center uses.
Operation tab, enter the time increments used, hours of operation, and select the day on which your business week concludes.
3. Setting Up Hours of Operation
Go to Setup Workgroups > Hours of Operation to set up the hours that your contact center is open.
4. Create Skills
Go to Setup > Workgroups > Skills tab. Create and configure each of the skills in your center.
5. Set Skill Types
Go to Setup > Workgroups > Skill tab. Select the skill types that an agent can be assigned.
6. Apply Service Levels
Go to Setup > Workgroups > Service Levels tab. For each workgroup that you have created, set the service level and abandon goals on all skills.
7. Create Skill Teams
Go to Setup > Workgroups > Skill Teams tab. Add a new row for each combination of skills at use in your center, giving each combination a name and selecting the appropriate skills. If preferred, this step can be skipped and done on-the-fly when adding agents.
8. Set Up Shrinkage
Go to Setup > Workgroups >Shrinkage tab. Enter Shrinkage parameters.
9. Set up Non-Call Activities
Go to Setup > Workgroups >Non-Call tab. Create non-call codes.
10. Set Up Personal Hours Pools
Go to Setup > Workgroups >Personal Hours Pool tab. Create personal hours pools.
11. Set Up Exceptions
Go to Setup > Workgroups >Exceptions tab. Set up exception codes.
12. Set Up Forecasting
Go to Setup > Workgroups >Forecasting tab. Set up forecasting parameters.
13. Set Shift Rules
Go to Setup > Workgroups >Shift Rules tab. Set the shift rules.
14. Set Up RTA
Go to Setup > RTA Configuration. Map ACD statuses to Monet Statuses.
15. Set Global Options
Go to Setup > Global Options. Set global options.
16. Set Up Breaks
Go to Setup > Break Settings. Edit the standard break settings table.
17. Create Shift Profiles
Go to Setup > Shift Profiles. Create a shift profile that contains every shift that can be worked at your center.
18. Create Employee Templates
Go to Employees > Employee Templates. Create employee templates.
19. Set Up Employees
Go to Employees > Employee List. Add or import your agents.
20. Import Call History
Go to Work History. Use either the Generate History, or Import History features to create or import historical call volume and related data into Monet. (The Monet Data Collector is an optional add-on that will import your historical data automatically, so you may be able to bypass this step.)
21. Set Up Anywhere Options
Go to Setup > Anywhere Options. Set Anywhere options.
Get started!
You are now ready to begin using Monet to create forecasts and rosters for your contact center!