1 LONG ISLAND PSEG – LONG ISLAND LONG ISLAND Upgrade to NICE IEX 6.3 PRESENTED BY MARILEE MARIN AND RACHEL KASTELAN WFM SENIOR ANALYSTS

2 LONG ISLAND PSEG Long Island Background Electric utility serving Long Island – under contract to Long Island Power Authority (New York State owned entity) Formerly part of another utility using NICE IEX agents currently maintained with an additional 101 to be added in the near future. 6 Management Units, 5 CTs, 20 Queues Considered new customer as we transitioned from other company to PSEG Long Island

3 LONG ISLAND Preparation In preparation for our upgrade to v6.3 we needed to gather the following information. Contact Center Diagram CTs Queues ACD Parameters Agents including ACD logon ID, Supervisor, Seniority Date Thirteen weeks of interval data Two years of monthly totals – needed for seasonality factors Work Rules Activity Codes Reason Codes Lesson Assignments

4 LONG ISLAND Contact Center Diagram Six “Scheduling Groups” with four CTs. The below diagram represents which scheduling Groups handle specific CTs. Under normal operation PSEG CAC and PSEG AP handle the four CTs. During emergencies (large storms) all groups handle calls.

5 LONG ISLAND CTs and Queues As we could not convert the old database to the PSEG Long Island v6 (due to legal reasons), we had the opportunity to take a look at our CTs and make any changes we felt necessary to better serve the business. We also converted from Avaya to Cisco at the same time, so again, we were given the opportunity to make the queue changes we needed and build them into IEX WFM.

6 LONG ISLAND Agents Gathering agent data by MU Name Employee number Supervisor Seniority Date and extension Skill Assignments Tip – Build your Time Off Groups before you enter your agents in the “Agent Definition” screen. If you enter the agents first, the “Time Off Group” selection box will not appear on the “Agent Definition screen”.

7 LONG ISLAND Agents cont’d If you are configuring your database manually, there are two options when entering schedules. 1.Enter each agent’s schedule into the Pattern Management screen manually. 2.Generate a new pattern. You can specify the numbers of each start time you would need in the Pattern variables screen. However, you would then need to go the patterns and adjust breaks and lunches if your agents have set schedules.

8 LONG ISLAND History – Contacts and Average Handle Time History can be copied by CT or by Queue. We copied by CT as queue history is not available in v3.12. We used the most recent thirteen weeks of history available. Two years of monthly totals are required for the seasonality factor to work correctly.

9 LONG ISLAND ACD Parameters Be prepared to supply the following information ACD/Server name Maximum Inbound Trunks Update Interval Determine the setting for the following – should mirror your ACD as closely as possible so that IEX can give you the most accurate requirements. Most Available Agent Agent Selection Call Selection

10 LONG ISLAND Work Rules Tour Templates are now Daily Work Rules Tour Groups are now Weekly Work Rules Tip – Try to limit the amount of Daily and Weekly Work Rules. Keep them as flexible as you can. When creating new patterns it helps to have as much flexibility as possible.

11 LONG ISLAND Activity Codes There are many steps to creating Activity Codes. The number one rule when creating your activity codes is to have fun! Activity Codes must be defined, determined whether the code is “open” or “closed”, and how the activity code will behave with a schedule trade. Attributes must be assigned Groupings must be determined followed by assigning each activity code to a grouping.

12 LONG ISLAND Reason Codes Reason codes or AUX codes must be determined. Below is an example of some of PSEGLI’s reason codes. Code #Description 1Break 2Meal 3Personal 4Training / Meeting 5Clerical 7Back Office 9Technical Issue

13 LONG ISLAND A Few of our Favorite Things Refresh button Activity Notes Screens can be detached Personnel Planner Move Agents – Future dates and click and dag Search Feature in Schedule Management Help Feature Queue History vs CT History Same day Agent Activity Wait List appears on Agent Summary screen

14 LONG ISLAND Conclusion Prep, prep, prep! Our system went live before we had our training on the new version. Being well versed in v3.12 we were able to get our database configured in the new version in time. It was a matter of finding where everything now resides. Version 6.3 is so well put together that we had no trouble finding anything! We cannot say enough about NICE’s trainers. They are knowledgeable and always available for questions.

15 LONG ISLAND Questions