Maintain Employee List

WFO Live maintains an extensive and informative employee list database. The database handles various information details of an employee that can affect the contact center operations.

This option allows you to enter and access all relevant information about your employees (including the availability hours and preferences of each employee, along with their availability for non-call work).

NOTE: Most features found in the staffing module are only functional after the employee list has been populated.

The Employee List screen consists of the following sections:

  • Employee Maintenance: This section contains employee information such as name, rank, team, login information (Username and password, and login ID). The Employee Details button allows you to enter additional information for an employee such as address, phone number, e-mail, and other information.
  • Availability: This table contains a daily breakdown of the employee's availability in terms of minimum and maximum hours available, possible start times, and exceptions.
  • Preferences: This section contains the employee's preferences, including preferred start and lunch times, and any fixed shifts the employee has been given.
  • Skill Type: This area contains the employee's skill information. The table contains the skill and date from which that employee can work on that skill.     

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

Edit Employee Details

This option allows you to add personal information pertaining to an employee of the contact center. 

  1. Select Employee List from the Employees left-navigation menu.
  2. Select an employee from the Employee List.
  3. Select Edit.

  1. Modify the employee's information as required.
NOTE: The Available for Non-Call check box must be selected to allow the agent to be scheduled for Non-Call activity.
  1. Select Save.

Employee Details Fields

Employee Details Fields Description

Full Name

 The Agent's full name
Scroll to the next or previous Agent profile
New Create a new Agent profile
Deactivate Deactivate the Agent
First Name Agent's first name
Last Name Agent's last name
Site Site where the agent is assigned
Rank The Agent's rank status
Agent ID The Agent ID identification number
Emp Team The team number of the employee
User Name The Agent's login name
Password The Agent's password (the minimum length is 6 to 50 characters along with whatever rules the Administrator has set for the password format)
Access Level Administrator, Supervisor, Agent, Supervisor (limited)
Hourly Rate  
Available for Non-call checkbox When checked the Agent can perform non-call activities
Start Date checkbox Activates the calendar picker
Start Date drop-down Displays the calendar picker to enter the Agent start date
Metrics Role Administrator or Agent

Deactivate Employee

NOTE: Employees can be deactivated from either the Employee List, or the Edit Employee window.

Deactivate from Employee List

  1. Select Employee List from the Employees left-navigation menu.
  2. Select an employee from the Employee List.
  3. Select Deactivate.
  4. Choose the Inactive date.
  5. Select OK to confirm the deactivation.
  6. Click Save.
  7. The agent disappears from the list.

Deactivate from the Edit Employee Window

  1. Select the employee to deactivate from the Full Name drop-down menu.
  2. Select Deactivate to deactivate an existing employee.

A deactivate date window is displayed.

  1. Select the date the deactivation is in effect.
  2. Select OK to confirm deactivation.
  3. Click Save.

Enter Employee Availability Details

Availability details include the daily/weekly work times and weekly-off details of the employee(s).

  1. Select Employee List from the Employees left-navigation menu.
  2. Select an Employee from the Employee List and select Edit.
  3. Select Availability / Preferences.
  4. Enter the Employees availability for each day.
  5. Enter the minimum and maximum number of target hours per week for this employee in the Target/Week and Target/Month columns.
  6. Select Save.
NOTE: The last 2 column represents the target/week and target/month hours for the contact center employee. The minimum and maximum can be the same or can be expressed by a range of hours (e.g., 20 30).  Maximum hours must be equal to or greater than the minimum hours. During the staffing routine, the program will use the minimum and the maximum hours per day and the target for the week / month to staff employees. The weekly and daily maximum number of hours will never be exceeded. However, there may be instances when employees will be scheduled under the minimum number of hours. Usually this is the result of not finding a shift within the span of acceptable start times for this employee. The target for the month is only used for monthly rosters.

Enter Preference Details

Preference details include information about an employees scheduling preferences.  

NOTE: Variance and Lunch Start are not used in the Roster generation process.
  1. Enter the employee's preferences as required.
  2. Select Save.
NOTE: All fields except Shift Profile and Fixed Shift ID are required. After you enter all the required fields for the employee, select Save to save the details of the new employee in the database.

Defining Skill Levels

To define the skill set of an employee, you need to specify the skill level of each skill supported by the workgroup.  You also have the option to select a predefined skill team.  The skill levels for each skill can be any one of the following:

  • Excellent
  • Good
  • Fair
  • None (choose None if the employee does not possess the particular skill)

To define an employee's skill level:

  1. Select a Skill Team to assign the employee to from the drop-down menu (Optional).

  2. Enter the employees skill level by clicking in the cell, and then selecting the skill level from the drop-down menu.
  3. Enter the Start Date that the skill was acquired.
  4. Select Save.
NOTE: The Start Date is the date after which the employee would be considered available for the skill. You could have different starting dates for each skill depending on your training process.

Fixed Shift Selection

Fixed shift selection allows you to always give a certain employee a specific shift on a given day of the week.  WFO Live will still perform automatic break and lunch placement, and adjust the rest of the days schedules to take into account fixed shifts. The following shows the Special Shift Selection window used for assigning fixed shifts.

  1. Select Employee List from the Employees left-navigation menu.
  2. Select Availability / Preference.
  3. From the Preference section, select the Fixed Shift Selection screen cell.
    The Fixed Shift Selection window is displayed:

  1. Select a shift in the Shift Window by clicking it once to highlight it.
  2. Select Select Shift.
    Shift Profile and Fixed Shift ID are populated.
NOTE: If you select a fixed shift for a day on which a fixed shift has already been assigned, the system will overwrite the existing assignment.
  1. Select Clear Shift to remove a fixed shift that has been assigned.
  2. Select Save.

Exceptions

See Set Exception Codes.

Changing Employee Rank

This option allows you to change the rank of an employee.

Access Change Rank tab:

  1. Select Employee List from the Employees left-navigation menu.
  2. Select Change Rank.

  1. Highlight the appropriate rank from the list.
  2. Select Done.
  3. A confirmation window is displayed:
    1. Select OK to change the rank of the selected employee.
    2. Select Cancel to cancel the process.

Notes

See Maintaining Notes.

Non-Call

Agents can be assigned a minimum and maximum amount of specified non-call activities. The Non-call activity can be assigned at the beginning or end of a shift.

NOTE: Be careful when assigning minimum numbers of non-call hours, as call service levels may be significantly impacted. The Available for Non-Call check box must be selected in the Employee Details window to allow the agent to be scheduled for Non-Call activity.

  1. Select the Non-Call tab.
  1. Select the check box(es) of the non-call activity to assign to an agent.
  2. Enter the appropriate Min / Max # of Hours for each day to assign to non-call activity in the Non-Call Availability section.
  3. Select the Activity at Start from the drop-down menu to assign a specific non-call activity at the start of a shift as desired.
  4. Enter the Min / Max # of Hours for the Activity at Start and Activity at End to assign a specific non-call activity.
  5. Select Save.
NOTE: The hours assigned for activities at Activity at Start and Activity at End cannot exceed the hours entered in the Non-Call Availability section. If the hours specified in the Non-call at Start/End of Shift section are less than the hours specified in the Non-Call Availability section, Monet will assign the balance of non-call activities to times other than the beginning or end of a shift.

Add Employee Details

This tab allows you to enter additional personal information pertaining to an employee of the contact center. 

  1. Select Employee Details.

  2. Enter the Employee Detail information as desired.
  3. Select the User must change password on next login check box to force the user to create a new password.
  4. Select Save.

Integration Table

The integration table displays a list of available data collectors that have been configured using RTA Configuration. Multiple data collectors can be added to the employee details to provide status data for the agent, and will be consolidated from multiple streams into a single status.

NOTE: The Integration ID is editable when the Use Agent ID as Integration ID is unchecked.

Monet Record

See Monet Record.

 

Back to Top