WFM: A Power Tool for Retaining Top Talent Presented by: Dick Bensinger Senior Education Specialist, Application Delivery NICE Systems To contact Dick Bensinger: Office: (205) Mobile: (469)

TopicTimeSolution Rappahannock Electric Cooperative: How We Benefit from WFM Version 6 1 pm ET, January 26WFM Orlando Chapter Meeting, Hosted by Walgreens 2 pm ET, February 11All NICE solutions Unlocking the Wonders of WebStation 1 pm ET, February 16WFM Columbus Chapter Meeting, Hosted by Grange Insurance 2 pm ET, February 19All NICE Solutions NICE User Conference, OrlandoMay 23-26WFM

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WFM: A Power Tool for Retaining Top Talent

Generating Schedules (AAA) Automatic Agent Assignment (AAA) supports fixed and flexible scheduling, and considers an agent's Skills during generation. Benefits: For WFM: Fewer processes to run (Optimize, Simulate). For the Company: Increased efficiency (flexible Skills based scheduling). For the Agents: Potentially higher pay.

Creating Schedules (Schedule Bidding) Schedule Bidding supports fixed scheduling only. It does not consider an agent's Skills during schedule creation. Benefits for the Agents: It gives them input into the scheduling process. Allows agents to see the types of schedules prior to assignment. Schedules are set for the bidding period. Agents can bid in Agent WebStation. “We care about our customers…but we really care about our agents!”

Creating Schedules (Automatic Pattern Assignment) Automatic Pattern Assignment supports fixed and flexible scheduling. It does not consider an agent's Skills during schedule creation. Benefits for the Agents: It gives them input into the scheduling process via Schedule Preferences. Agents can submit preferences for schedules in Agent WebStation. Preferences can be “date ranged” (i.e., planned ahead).

Creating “Hybrid” Schedules Generating “Skill-specific” Schedule Pattern Sets. Benefits for the Agents: It gives agents input into the scheduling process. Allows agents to see the types of schedules prior to assignment. Schedules are filtered using Agent Data Group “general Skill groups”. Schedules are set for the bidding period. Agents can bid in Agent WebStation.

Scheduling Considerations Availability Points Benefits for the Agents: Allows agents to enter and manage their own Availability in Agent WebStation. May include both the Default and Date Range Availability. Supervisors define rules and Availability Points for agents entering their Availability. Agents are partners with supervisors in setting up their own Availability.

Scheduling Considerations Schedule Preferences for Agents Benefits for the Agents: Allows agents to enter and manage their own Schedule Preferences in Agent WebStation. May include both the Default and Date Range Schedule Preferences as well as Weekly Rule Preferences. Supervisors define the specific types of Schedule Preferences agents may enter. MU Preferences determine which of the Agent Schedule Preferences will be used during Scheduling.

Scheduling Considerations Time Off Manager Benefits for the Agents: Allows agents to add, edit or cancel their own Time Off selections in Agent WebStation. Agents may also be allowed to designate their Holiday Preferences, as well as view their group’s Time Off Allotments. Agents may be allowed to bid on time off in order of seniority or ranking (which can be a motivating factor!).

Scheduling Considerations Daily Rules – Split Shifts & Absolute Break Timing Method Benefits for the Agents: Split Shifts allow additional flexibility choices for agents as a part of the Weekly Rule Preferences. Anecdotal – “Some agents really love split shifts.” “Absolute” Break timing method interprets Activity start times as “clock times”. Provides set times for Breaks and Lunch for agents with special needs (temporary or permanent).

Adjusting Schedules Schedule Change Requests Benefits for the Agents: The WebStation Schedule Changes feature allows agents to submit a change to a schedule. Provides a structured schedule change request format for the agents to follow. May work in conjunction with Schedule Change Policies which can automate the approval or denial of the request so that the agent gets quick feedback. SCHEDULE

Adjusting Schedules Time Board Benefits for the Agents: The WebStation Time Board feature allows agents to view and request supervisor defined Time Board Slots available for working extra hours or for working less than the scheduled hours (examples). Provides a supervisor initiated schedule change request format for the agents to follow. May work in conjunction with Schedule Change Policies which can automate the approval or denial of the request so that the agent gets quick feedback.

Adjusting Schedules Schedule Trade Requests Benefits for the Agents: The WebStation Schedule Trades feature allows agents to request trades with other agents using My Trades page in WebStation. [Agent WebStation] Lets agents self-administer trade requests and trade processing. Agents may:  Initiate a Schedule Trade (“Open” or “Closed”)  View status of their trades and approve trades pending approval  Browse the Trade Board  Accept a posted trade

Provides tools for Workforce Management teams, Operations teams, and Managers / Supervisors to proactively monitor and automate the optimization of staffing and performance.  Automates staffing actions by analyzing interval-specific staffing requirements (based on constantly changing forecasted requirements and scheduled open data) and applying user-defined business rules to process the assignment of additional hours or removal of hours on employee schedules.  Selects the optimal employees for additional hours or removal of hours by considering employee provided preferences, total work hours, performance and other criteria.  Automates mandatory overtime assignments based on business need and employee schedules and preferences.  Provides actionable real-time alerts to Management, WFM Staff, Intraday Analysts, Supervisors, and Employees.  Includes an Intraday Analyst Dashboard, which is a browser-based portal providing information needed to make intelligent staffing decisions.  Includes a Supervisor Dashboard, which is a browser-based portal providing the ability to view and act upon real-time operational KPIs related to a team of employees (includes real-time messaging, viewing team schedules, and monitoring team member schedule change requests). 19 Employee Engagement Manager overview

Employee Engagement Manager automated staffing management use case Rule Activated: Auto find optimal employees available for OT or extended shift Schedule Overtime or Extend shifts WFM: Schedules automatically updated Dashboard: Spike in contacts or employee deficit from 11:30AM -12:30 PM Intraday Analyst / Supervisor: Presented with employee list and/or alerted of shift change(s) Employee: Notified via desktop, SMS, , voic , smartphone - accepts / confirms schedule change Alerts: Employee alerted to schedule change, and reminded at start time

Thank you for attending! Join us next month for “Unlocking the Wonders of WebStation” Tuesday, February 16 at 1:00pm EST Topic: Workforce Management To contact Dick Bensinger: Office: (205) Mobile: (469)