1. Workforce Management Team Overview Prepared by Tiffany Davis, Workforce Analyst

2. Workforce Basics Real Time Scheduling Reporting 2

3.  Aux states and adherence are heavily monitored throughout the day.  Cisco Supervisor  Cisco Unified Information Center (CUIC)  Verint Real Time 3

4. Cisco Supervisor Real Time cont’d 4

5. Cisco Unified Information Center (CUIC) Real Time cont’d 5

6. Verint Real Time cont’d 6

7. Scheduling 7

8. Reporting 8

9. 9

10. Workforce Basics Recap The CharMeck 311 Workforce Management Team focuses on Real Time, Scheduling, and Reporting in efforts to support and meet business objectives. 10

11. Thank you Tiffany Davis Workforce Analyst, CharMeck 311 11