1 technology and systemsewfm checklist ewfm housekeeping running budget forecast for requirements...

1

Technology and Systems

eWFMeWFM ChecklistChecklist EWFM HousekeepingEWFM Housekeeping Running Budget Forecast for RequirementsRunning Budget Forecast for Requirements Running a Call Volume ForecastRunning a Call Volume Forecast

EssbaseEssbase What is EssbaseWhat is Essbase ConnectingConnecting Setting up a pull sheetSetting up a pull sheet

RPSRPS Navigating through RPSNavigating through RPS Viewing ReportsViewing Reports Adding a classAdding a class

Project ManagementProject Management Creating ViewsCreating Views ExportingExporting SortingSorting Last 7 Day ViewLast 7 Day View

2

Technology and Systems - eWFM

What is eWFM? What is eWFM?

eWFM is a comprehensive resource planning and eWFM is a comprehensive resource planning and staff management system that provides the tools staff management system that provides the tools needed to achieve contact-center sales and service needed to achieve contact-center sales and service goals at the lowest cost. goals at the lowest cost.

The software can be described as serving three main The software can be described as serving three main application areas: forecasting, scheduling, and application areas: forecasting, scheduling, and tracking. tracking.

eWFMeWFM

3


eWFM ChecklisteWFM Checklist

4


eWFM HousekeepingeWFM Housekeeping

Housekeeping checklist for SFE’s:Housekeeping checklist for SFE’s:

Trial Schedules:Trial Schedules:

Delete all old trial schedule sets that are no longer usedDelete all old trial schedule sets that are no longer used

Maintain trial schedules by only keeping trial sets that are neededMaintain trial schedules by only keeping trial sets that are needed

Delete old shift bids 90 days after effective dateDelete old shift bids 90 days after effective date

Schedule\Forecast RunsSchedule\Forecast Runs

Delete old schedule\forecast runs- retention period is 14 months. The SFEs Delete old schedule\forecast runs- retention period is 14 months. The SFEs should NOT delete any forecast or schedule runs that were created by the should NOT delete any forecast or schedule runs that were created by the Capacity Planning team.Capacity Planning team.

Delete Forecast Scenarios that are not being usedDelete Forecast Scenarios that are not being used

HISTORICAL DATA, including nco\aht patterns, aht sets, shrinkage sets, HISTORICAL DATA, including nco\aht patterns, aht sets, shrinkage sets, special nco\aht patterns should NOT be deleted.special nco\aht patterns should NOT be deleted.

5


eWFM HousekeepingeWFM Housekeeping

Housekeeping checklist for eWfm Administration TeamHousekeeping checklist for eWfm Administration Team

6


Staffing RequirementsStaffing Requirements

What are Staffing Requirements?What are Staffing Requirements?• The number of people – bodies in chairs – required to accomplish the The number of people – bodies in chairs – required to accomplish the forecast volume of work within the desired amount of time. forecast volume of work within the desired amount of time.

How are Staffing Requirements calculated?How are Staffing Requirements calculated?• eWFM is utilized to determine staff requirements by running a budget eWFM is utilized to determine staff requirements by running a budget forecast. forecast.

• The forecast determines requirements based on volume, productivity and The forecast determines requirements based on volume, productivity and other business assumptions input into the system.other business assumptions input into the system.

• The system then utilizes interval call data for each day, and refers to the The system then utilizes interval call data for each day, and refers to the historical trends to determine the staff needed by interval, then aggregates historical trends to determine the staff needed by interval, then aggregates the daily FTE for each week, to determine an FTE requirement for a month.the daily FTE for each week, to determine an FTE requirement for a month.

7


Creating a Budget Forecast Creating a Budget Forecast

Before BeginningBefore Beginning: : • Monthly Historical UpdatesMonthly Historical Updates

• Intra-Day Patterns UpdatedIntra-Day Patterns Updated

• Growth Rate, Day of week factors correctGrowth Rate, Day of week factors correct

• Normal hours of operation are setNormal hours of operation are set

• Identify or update Daily AHT sets that will be usedIdentify or update Daily AHT sets that will be used

• Forecasting Scenarios createdForecasting Scenarios created

• Confirm Service Level AccuracyConfirm Service Level Accuracy

• Update Shrinkage SetsUpdate Shrinkage Sets

• Update Occupancy PercentsUpdate Occupancy Percents

• Create forecastCreate forecast

8

Monthly Updates Monthly Updates

Listed under Listed under Forecasting moduleForecasting module

Select Forecast Select Forecast Group, Historical Group, Historical Patterns, Monthly Patterns, Monthly UpdatesUpdates

Select Forecast Select Forecast GroupGroup

Verify the most Verify the most recent month has recent month has been updatedbeen updated


9

Intra-Day Updates Intra-Day Updates


Select Forecast Select Forecast Group, Historical Group, Historical Patterns, Normal Patterns, Normal NCONCO

Select Forecast Select Forecast GroupGroup

Verify the default Verify the default patterns has been patterns has been updatedupdated

Also verify AHT Also verify AHT Intra-Day patterns by Intra-Day patterns by selecting Normal AHTselecting Normal AHT


10

Operating Hours Operating Hours


Select Forecast Select Forecast Group, Historical Group, Historical Patterns, Normal Patterns, Normal Operating HoursOperating Hours


11


Operating Hours Operating Hours Hours of operation should be set Hours of operation should be set up under the Forecast Groups, up under the Forecast Groups, Historical patterns, Normal Historical patterns, Normal Operating Hours tabOperating Hours tab

If 24x7 operation, one set can If 24x7 operation, one set can be set up with hours set from be set up with hours set from Sunday midnight to Sunday Sunday midnight to Sunday midnightmidnight

Operation hours that differ by Operation hours that differ by day, need to be set up day, need to be set up separatelyseparately

Special operating hours can Special operating hours can be set up in the Special be set up in the Special Operating Hours tab for “What Operating Hours tab for “What if” scenarios or holiday reduced if” scenarios or holiday reduced hourshours

Staff group Normal hours of Staff group Normal hours of operation should be set 24x7operation should be set 24x7

12

Growth Rate and Day of Week Factors Growth Rate and Day of Week Factors


Select Forecast Select Forecast Group, Historical Group, Historical Patterns, Monthly Patterns, Monthly UpdatesUpdates

Select most recent Select most recent month, right click, and month, right click, and choose edit.choose edit.

On the general tab, On the general tab, confirm forecast confirm forecast group.group.

Review that Growth Review that Growth Rate, and New day of Rate, and New day of week factors are in week factors are in line.line.


13

Growth Rate and Seasonal Factors Growth Rate and Seasonal Factors

Listed under Listed under Configuration moduleConfiguration module

Select Forecasting, Select Forecasting, Forecast GroupsForecast Groups

Select the forecast Select the forecast group, right click, and group, right click, and select edit.select edit.


14

Growth Rate and Seasonal Factors Growth Rate and Seasonal Factors

On the general tab, you can On the general tab, you can verify the forecast group, work verify the forecast group, work code, and the time zone that code, and the time zone that the group is set up in.the group is set up in.


The Historical tab reflects the The Historical tab reflects the average daily volume, annual average daily volume, annual growth rate, and monthly growth rate, and monthly seasonal factorsseasonal factors

15


Daily Handle Time SetsDaily Handle Time Sets

Handle Time sets are created and assigned to forecast scenarios Handle Time sets are created and assigned to forecast scenarios

Handle Time along with volume, availability and occupancy is used to calculate Handle Time along with volume, availability and occupancy is used to calculate requirementsrequirements

AHT is measured in secondsAHT is measured in seconds

16

Updating Daily AHT Sets Updating Daily AHT Sets



Select Forecast Select Forecast Group, Historical Group, Historical Patterns, Daily AHT Patterns, Daily AHT SetsSets

Validate Validate Handletimes are listedHandletimes are listed

If not listed, right If not listed, right click and select addclick and select add

17

Updating Daily AHT Sets Updating Daily AHT Sets


Select the forecast groupSelect the forecast group

Name your set in the Name your set in the “code” field“code” field

Input descriptionInput description

Input your monthly AHT in Input your monthly AHT in each daily boxeach daily box

Save and closeSave and close

A set has to be input for A set has to be input for each different AHT used each different AHT used throughout the yearthroughout the year

AHT sets are assigned in AHT sets are assigned in the forecast scenariothe forecast scenario

18


Forecasting Scenarios Forecasting Scenarios

Located under the Located under the forecasting tabforecasting tab

Select Forecast GroupSelect Forecast Group

Choose AddChoose Add

NMISFI – Financial spread updated by the Cap Planner and entered as a monthly NMISFI – Financial spread updated by the Cap Planner and entered as a monthly numbernumber

NMISCA – Set up by SFE. Updated monthly with daily spread of cap volume prior NMISCA – Set up by SFE. Updated monthly with daily spread of cap volume prior to the start of a new month. Should not make adjustments to this scenarioto the start of a new month. Should not make adjustments to this scenario

NMISOP – Set up by SFE. Updated with operational changes made throughout NMISOP – Set up by SFE. Updated with operational changes made throughout the month. Should be set as defaultthe month. Should be set as default

Cappublish – Set up by Cap Planners and used to update requirementsCappublish – Set up by Cap Planners and used to update requirements

WhatifCap – Set up by Cap Planners and used for what if scenariosWhatifCap – Set up by Cap Planners and used for what if scenarios

19


Forecasting ScenariosForecasting Scenarios

Historical Growth Rate – This growth rate is based on historical data that your Historical Growth Rate – This growth rate is based on historical data that your business has developed over time. To use this type of forecasting scenario it is business has developed over time. To use this type of forecasting scenario it is important that all historical updates and trends are kept up-to-date.important that all historical updates and trends are kept up-to-date.

Historical Growth Rate with adjustments – Select this option if you want to Historical Growth Rate with adjustments – Select this option if you want to increase or decrease volume for specific periods because of unusual circumstances.increase or decrease volume for specific periods because of unusual circumstances.

User-Supplied Growth Rate – Select this option if you want to specify a growth User-Supplied Growth Rate – Select this option if you want to specify a growth rate rather than use the systemically calculated growth rate. rate rather than use the systemically calculated growth rate.

User-Supplied Growth Rate with Adjustments – Used to specify a growth rate and User-Supplied Growth Rate with Adjustments – Used to specify a growth rate and make volume adjustmentsmake volume adjustments

User-Supplied Fiscal Volume – Used to supply forecast volumes by fiscal period User-Supplied Fiscal Volume – Used to supply forecast volumes by fiscal period rather than have them systemically generated. Aspect uses day-of-week factors rather than have them systemically generated. Aspect uses day-of-week factors associated with the forecast group when generating a forecastassociated with the forecast group when generating a forecast

User-Supplied Daily Volume – Specify specific daily volumes by date rather than User-Supplied Daily Volume – Specify specific daily volumes by date rather than have Aspect generate them. You can supply a daily volume for any span of days.have Aspect generate them. You can supply a daily volume for any span of days.

20


Forecasting Scenarios Forecasting Scenarios

Staffing basis is usually Service LevelStaffing basis is usually Service Level

Fiscal Calendar is usually MNTHLY Fiscal Calendar is usually MNTHLY

NMISFI – Set up as User-supplied NMISFI – Set up as User-supplied fiscal volumefiscal volume

NMISCA – Set up as User-supplied NMISCA – Set up as User-supplied daily volumedaily volume

NMISOP – Set up as User-supplied NMISOP – Set up as User-supplied daily volume or growth ratedaily volume or growth rate

21


Forecast Scenarios Forecast Scenarios

General tab includes General tab includes Forecast group, name of Forecast group, name of scenario, and descriptionscenario, and description

Multiple scenarios can be created but at least 1 scenario must be set as Multiple scenarios can be created but at least 1 scenario must be set as default. This will be the scenario IDP’s are created from.default. This will be the scenario IDP’s are created from.

“ “What if” scenarios can be created for volume, service level assumptions, What if” scenarios can be created for volume, service level assumptions, longer operating hours etc.longer operating hours etc.

22


Updating VolumeUpdating Volume

Fiscal tab includes monthly Fiscal tab includes monthly volumes.volumes.

To update, select the To update, select the Forecast Scenario, right click, Forecast Scenario, right click, and edit.and edit.

On the fiscal tab, select On the fiscal tab, select AddAdd

Select the month you want Select the month you want to update. to update.

Input the volume, and Input the volume, and select OKselect OK

23


Updating Handletime Updating Handletime

Intra-Day tab used to assign special distributions. Use default or Intra-Day tab used to assign special distributions. Use default or select from drop down of created distributionsselect from drop down of created distributions

Assign special AHT distributions as well as volumeAssign special AHT distributions as well as volume

24


Updating Handletime Updating Handletime

Assign Daily Assign Daily AHT sets.AHT sets.

Use default-the Use default-the AHT set assigned AHT set assigned as your default as your default under daily AHT under daily AHT sets in historical sets in historical patterns.patterns.

Assign a Assign a special set special set createdcreated

25


Updating Service LevelUpdating Service Level

Used to assign Used to assign service level service level requirementsrequirements

Specific to Specific to businessbusiness

80% of calls to 80% of calls to be answered in 20 be answered in 20 seconds or lessseconds or less

26


Shrinkage SetsShrinkage Sets

What is shrinkage?What is shrinkage?• The amount of time staff is doing something other than handling contacts, The amount of time staff is doing something other than handling contacts, for example breaks, training, meetings or some other unproductive activity.for example breaks, training, meetings or some other unproductive activity.

What are shrinkage sets?What are shrinkage sets?• A shrinkage set contains percentages for each shrinkage category by day of A shrinkage set contains percentages for each shrinkage category by day of week. week.

• eWFM considers shrinkage when calculating requirements.eWFM considers shrinkage when calculating requirements.

• Multiple sets can created and used to reflect different operating conditions. Multiple sets can created and used to reflect different operating conditions.

27



To define To define shrinkage sets, in shrinkage sets, in the Forecasting the Forecasting module, select module, select Staff Group, then Staff Group, then Historical Historical Patterns, and Patterns, and Staff ShrinkageStaff Shrinkage

Select the Select the appropriate staff appropriate staff groupgroup

Select a Select a scenario already scenario already created, or set up created, or set up a new one.a new one.

28



To set up a new one, click Add.To set up a new one, click Add.

On the General tab, select the On the General tab, select the appropriate staff group.appropriate staff group.

Input a code and description.Input a code and description.

Select the Misc tab.Select the Misc tab.

Enter shrinkage percentages for Enter shrinkage percentages for each day of the week.each day of the week.

Different percentages can be used Different percentages can be used per interval also.per interval also.

29


Staffing Scenarios Staffing Scenarios

A Staffing Scenario tells eWFM what your objectives and assumptions are A Staffing Scenario tells eWFM what your objectives and assumptions are in calculating staffing requirements. in calculating staffing requirements.

In the Forecasting Module, drill down under Staff Group, then Staffing In the Forecasting Module, drill down under Staff Group, then Staffing Scenarios.Scenarios.

Select the staff group from the list. Select the scenario you need to use, or Select the staff group from the list. Select the scenario you need to use, or create a new one.create a new one.

30


Adding Staffing Scenarios Adding Staffing Scenarios

To add a new scenario, right click in the staff group, and select addTo add a new scenario, right click in the staff group, and select add

On the General tab, select the staff group from the drop down boxOn the General tab, select the staff group from the drop down box

Input Code, and DescriptionInput Code, and Description

Code should be named consistently with the Forecast Scenario it is Code should be named consistently with the Forecast Scenario it is associated with, so this could be named Cappublish with a description of associated with, so this could be named Cappublish with a description of Scenario/Published Cap PlansScenario/Published Cap Plans

If creating What if scenarios, update the memo field with the reason for the If creating What if scenarios, update the memo field with the reason for the scenario, such as comparing occupancy 90% and 100%scenario, such as comparing occupancy 90% and 100%

31



On the Occupancy tab, input the desired occupancy by day.On the Occupancy tab, input the desired occupancy by day.

32



On the Shrinkage tab, assign the shrinkage On the Shrinkage tab, assign the shrinkage set you want to useset you want to use

Select the “Enter Range” box, input the date Select the “Enter Range” box, input the date range.range.

Select the shrinkage set to use from the Select the shrinkage set to use from the drop down boxdrop down box

33


Budget ForecastBudget Forecast

What is a Budget Forecast?What is a Budget Forecast?• A budget forecast provides forecast volumes for each fiscal period, and A budget forecast provides forecast volumes for each fiscal period, and based on historical patterns and scenario assumptions, the following budget based on historical patterns and scenario assumptions, the following budget information for each period: information for each period:

• VolumeVolume

• Abandon contact costAbandon contact cost

• Net revenueNet revenue

• Base hoursBase hours

• Base FTEBase FTE

• Total FTETotal FTE

• Total hoursTotal hours

• Holiday hoursHoliday hours

• Peak positionsPeak positions

34


Creating a forecast using the Forecast WizardCreating a forecast using the Forecast Wizard

Using the Forecast Wizard will walk you through creating a budget Using the Forecast Wizard will walk you through creating a budget forecast.forecast.

Under the Forecasting module, select Routing SetUnder the Forecasting module, select Routing Set

Select Forecasting Wizard, then “Open” in the right hand boxSelect Forecasting Wizard, then “Open” in the right hand box

35



Select the type of Forecast, in this case BudgetSelect the type of Forecast, in this case Budget

Select “Next”Select “Next”

36



Under Routing Set, choose the correct group from the drop down boxUnder Routing Set, choose the correct group from the drop down box

37



Select the Forecast group by Select the Forecast group by choosing the “Options” buttonchoosing the “Options” button

Select the scenario in the drop Select the scenario in the drop down boxdown box

38



Select the Staff group, then the Select the Staff group, then the scenario by choosing “Options” scenario by choosing “Options”

39



Select the date range for the forecastSelect the date range for the forecast

Run name should be descriptive, and unique, so that you will be able to identify Run name should be descriptive, and unique, so that you will be able to identify itit

Verify time zone, the select “Finish” to run the forecastVerify time zone, the select “Finish” to run the forecast

The “Generating forecast” box appearsThe “Generating forecast” box appears

40


Viewing Budget Forecast ResultsViewing Budget Forecast Results

There are several print options to choose, Preview, Print, or ExportThere are several print options to choose, Preview, Print, or Export

On the Options tab, choose “MNTHLY”, display date range. You can also On the Options tab, choose “MNTHLY”, display date range. You can also include assumptions.include assumptions.

41


Viewing Budget Forecast ResultsViewing Budget Forecast Results

Base Hours – Required Staff hours without shrinkageBase Hours – Required Staff hours without shrinkage

Base FTE – Required Staff hours without shrinkage, converted to FTEBase FTE – Required Staff hours without shrinkage, converted to FTE

Total Hours – Required Staff hours including shrinkage assumptionsTotal Hours – Required Staff hours including shrinkage assumptions

Total FTE – Required Staff hours including shrinkage assumptions, converted to Total FTE – Required Staff hours including shrinkage assumptions, converted to FTE (This is the number used in the cap plan.)FTE (This is the number used in the cap plan.)

Holiday Hours – Required Staff hours need on holidays designated as “Legal Holiday Hours – Required Staff hours need on holidays designated as “Legal Holiday” in the Holiday FactorsHoliday” in the Holiday Factors

Peak Positions - The maximum number of staff required in any half hour within a Peak Positions - The maximum number of staff required in any half hour within a given date range.given date range.

42


Creating a Volume Forecast Creating a Volume Forecast

A volume forecast can be created using the Forecasting A volume forecast can be created using the Forecasting Wizard. Wizard.

Volume forecasts can be created as a checkpoint to Volume forecasts can be created as a checkpoint to verify that Day of Week factors are correct.verify that Day of Week factors are correct.

43


Creating a volume forecast in eWfm Creating a volume forecast in eWfm

Forecasting tabForecasting tab

Drill down under Drill down under Routing SetRouting Set

Select the Forecasting Select the Forecasting WizardWizard

Select OpenSelect Open

The forecasting Wizard The forecasting Wizard walks through all of the walks through all of the information neededinformation needed

44


Creating a forecast in eWfm Creating a forecast in eWfm

Creating a daily spread, Creating a daily spread, based on a monthly based on a monthly number that is already number that is already established in a scenario established in a scenario

For this exercise, select For this exercise, select a contact volume forecasta contact volume forecast

This type of forecast run This type of forecast run will spread volume to a will spread volume to a daily or intra-day spreaddaily or intra-day spread


45



Select “Include daily Select “Include daily totals only”totals only”


46



Select the “Routing Set” drop down boxSelect the “Routing Set” drop down box

Choose the appropriate routing set for Choose the appropriate routing set for the forecast group, and select “OK”the forecast group, and select “OK”

The Routing set box will auto populateThe Routing set box will auto populate

47



Select the Options box to Select the Options box to change the scenariochange the scenario

48


Creating a forecast in eWfm Creating a forecast in eWfm Choose the scenario containing the Choose the scenario containing the monthly volume needed to spreadmonthly volume needed to spread

The NMISFI scenario will be used for The NMISFI scenario will be used for this exercise. this exercise.

Select OKSelect OK

49



The date range will be the month the forecast is for. Make sure the same The date range will be the month the forecast is for. Make sure the same date range is in the forecast scenario, unless a growth rate scenario is being date range is in the forecast scenario, unless a growth rate scenario is being usedused

50



The run name should The run name should be something descriptive be something descriptive such as the Month and such as the Month and year. The run name has year. The run name has to be unique.to be unique.

51



Select the time Select the time zone for which the zone for which the forecast is run. forecast is run.

Should be the Should be the same time zone same time zone that the forecast that the forecast group is set up ingroup is set up in

52



The forecast is ready to runThe forecast is ready to run

Select finishSelect finish

Once generated, choose how to Once generated, choose how to viewview

53



Displays daily volumes, Holiday Displays daily volumes, Holiday factors, and assumptions used to factors, and assumptions used to create the forecastcreate the forecast

54

Technology and Systems - Essbase

What is Essbase? What is Essbase?

Essbase is the database Finance uses in NAO&T to Essbase is the database Finance uses in NAO&T to store and report data for budget and results for each store and report data for budget and results for each answering group. answering group.

Essbase is used to load forecast data, and retrieve Essbase is used to load forecast data, and retrieve results to ensure accuracy with Financial reporting.results to ensure accuracy with Financial reporting.

To use Essbase, you must have the Excel Add-in To use Essbase, you must have the Excel Add-in installed on your computer.installed on your computer.

EssbaseEssbase

55


To get started with Essbase, it must To get started with Essbase, it must be added to Excelbe added to Excel

Select Tools, then Add-Ins on the Select Tools, then Add-Ins on the tool bar.tool bar.

Should see Hyperion Essbase OLAP Should see Hyperion Essbase OLAP Server DLL (non-unicode)Server DLL (non-unicode)

If Essbase is not in the Add-Ins box, If Essbase is not in the Add-Ins box, select browse.select browse.

Search in the following location: C:\Search in the following location: C:\Apps\Hyperion\Analytic Services\bin\Apps\Hyperion\Analytic Services\bin\essexclnessexcln

EssbaseEssbase

56


Essbase has six distinct member categories for each Essbase has six distinct member categories for each data point:data point:

• Site (Gray, Florence)Site (Gray, Florence)• Year (2009)Year (2009)• Scenario (Actual, Forecast)Scenario (Actual, Forecast)• Business (RPL Consumer, Legacy Bankcard)Business (RPL Consumer, Legacy Bankcard)• Activity (Calls Offered, Handletime)Activity (Calls Offered, Handletime)• Time (January, February)Time (January, February)

EssbaseEssbase

57


Once the Add-In has been installed, Once the Add-In has been installed, sign into the databasesign into the database

Select the Essbase menuSelect the Essbase menu

Select ConnectSelect Connect

The Server should be The Server should be “Crddb020.Core.Afcc.com”“Crddb020.Core.Afcc.com”

User name is SOEIDUser name is SOEID

Password is SOEID passwordPassword is SOEID password

Application/Database box will list the Application/Database box will list the databases that are accessible.databases that are accessible.

NAOTFIN – Displays metricsNAOTFIN – Displays metrics

Op_Staff – Displays headcountOp_Staff – Displays headcount

Essbase – Signing OnEssbase – Signing On

58


Essbase – Setting up a pull sheetEssbase – Setting up a pull sheet

Once Signed On, select the Options on the Essbase tool bar.Once Signed On, select the Options on the Essbase tool bar. Mode tab – Check Retain on Retrieval Mode tab – Check Retain on Retrieval

59



Global Tab – Make sure Global Tab – Make sure “Warnings” is checked under “Warnings” is checked under the Display Messages boxthe Display Messages box

Memory - Make sure “Enable Memory - Make sure “Enable Flashback” is checked – this Flashback” is checked – this acts as an undo, but can only acts as an undo, but can only be done once.be done once.

60



Under the Essbase toolbar, select “Member Under the Essbase toolbar, select “Member Selection”Selection” Select the Dimension drop down to display each Select the Dimension drop down to display each your first selection your first selection Activity list will display metrics such as call volume, Activity list will display metrics such as call volume, AHT, Avail, Occ, ASA and SLAHT, Avail, Occ, ASA and SL

61



Time – Provides Time – Provides the month’s of the the month’s of the year in several year in several different formatsdifferent formats

QuartersQuarters

YTDYTD

MonthlyMonthly

Monthly YTDMonthly YTD

62



Year – Provides Year – Provides data for each yeardata for each year

If manually typing If manually typing in the year, be sure in the year, be sure to include the work to include the work “Year” in front of the “Year” in front of the numerical yearnumerical year

63



Scenario – The Scenario – The distinction between distinction between Actual and ForecastActual and Forecast

Typically, there Typically, there should be an Actual should be an Actual pull, and a Forecast pull, and a Forecast pull.pull.

64



Business – Business – Select appropriate Select appropriate businessbusiness

Drill down to Drill down to expand to a specific expand to a specific businessbusiness

Some businesses Some businesses have “roll-ups”, i.e have “roll-ups”, i.e Bankcard Legacy is Bankcard Legacy is Citicards Base and Citicards Base and Bankcard Legacy Bankcard Legacy MultiMulti

65

Technology and Systems - EssbaseEssbase – Setting up a pull sheetEssbase – Setting up a pull sheet

The above chart represents the best format to pullThe above chart represents the best format to pull

To retrieve information, highlight the area on the excel sheet, and choose To retrieve information, highlight the area on the excel sheet, and choose “Retrieve” from the drop down menu“Retrieve” from the drop down menu

If the set up is correct, the information will populate, if the set up is incorrect, If the set up is correct, the information will populate, if the set up is incorrect, Essbase will not return any data, or it will return in the wrong formatEssbase will not return any data, or it will return in the wrong format

By selecting Flashback, Essbase will undo what was just doneBy selecting Flashback, Essbase will undo what was just done

66

Technology and Systems - RPS

What is RPS? What is RPS?

RPS is a tool designed to provide consistent RPS is a tool designed to provide consistent communication for hiring needs across all business communication for hiring needs across all business functions.functions.

It was designed to improve the ability to identify sites It was designed to improve the ability to identify sites and/or functional areas with hiring concerns, and is and/or functional areas with hiring concerns, and is utilized by Operations, H.R. Staffing, and Training.utilized by Operations, H.R. Staffing, and Training.

RPSRPS

67


Data Input is owned by the Capacity Planning Group:Data Input is owned by the Capacity Planning Group: Access to add, change, and /or delete classes lies solely within Access to add, change, and /or delete classes lies solely within

the Capacity Planning group.the Capacity Planning group. Any requested changes for any reason need to go through Any requested changes for any reason need to go through

Capacity PlanningCapacity Planning

Once a class is in RPS:Once a class is in RPS: No requisition needs to be generated in order to hire the class.No requisition needs to be generated in order to hire the class. Automatic approval to hire.Automatic approval to hire.

7 Day Rule:7 Day Rule: No last minute changes can be made to the hiring goals.No last minute changes can be made to the hiring goals. Within 7 days of the class start date, Capacity Planners are Within 7 days of the class start date, Capacity Planners are

locked out of making changes to class goals.locked out of making changes to class goals.

RPSRPS

68


RPS – Accessing RPSRPS – Accessing RPS

To access the RPS system, To access the RPS system, enter the NaHr system by using enter the NaHr system by using the following:the following:http://www.citigroup.net/citicards/http://www.citigroup.net/citicards/hr/?currPage=Homehr/?currPage=Home

Select the “HR Applications” Select the “HR Applications” tab at the top.tab at the top.

69


RPS – Accessing RPSRPS – Accessing RPS

Under the Careers & Staffing Under the Careers & Staffing tab, click on the Resource tab, click on the Resource Planning System (RPS)Planning System (RPS)

Enter you SOEID and SOEID Enter you SOEID and SOEID password. password.

70


RPS – Signing on to the systemRPS – Signing on to the system

You will be directed to this screen.You will be directed to this screen. Select Resource Planning from the menu on top.Select Resource Planning from the menu on top.

71


RPS – Summary ReportsRPS – Summary Reports

Select Hiring Need at the top.Select Hiring Need at the top. The default view will appear. The sorting order can be changed by The default view will appear. The sorting order can be changed by selecting the arrows at the top of each column.selecting the arrows at the top of each column.

72


RPS – Summary ReportsRPS – Summary Reports By selecting “Modify View”, you By selecting “Modify View”, you can configure the information you can configure the information you would like to see.would like to see. Filtering by Business, Site Filtering by Business, Site Function etc. will help to conform to Function etc. will help to conform to your needs and preferences.your needs and preferences.

73


RPS – Summary ReportsRPS – Summary Reports By selecting “Modify View”, you By selecting “Modify View”, you can configure the information you can configure the information you would like to see.would like to see. Filtering by Business, Site Filtering by Business, Site Function etc. will help to conform to Function etc. will help to conform to your needs and preferences.your needs and preferences. You can save the view as your You can save the view as your default.default.

74


RPS – Summary ReportsRPS – Summary Reports

By selecting the By selecting the Hiring Summary tab, Hiring Summary tab, you can view a you can view a summary by site, summary by site, and by function for a and by function for a date range.date range.

75


RPS – Adding a classRPS – Adding a class

From the hiring need page, select the “Add From the hiring need page, select the “Add New” link in the right hand cornerNew” link in the right hand corner You will be directed to this pageYou will be directed to this page

76


RPS – Adding a classRPS – Adding a class

Business – Cards Operations, Retail Business – Cards Operations, Retail Operations, etc.Operations, etc. Classification – Full Time, Part Time, Classification – Full Time, Part Time, BothBoth Demographic – External, Internal, Temp Demographic – External, Internal, Temp or Home agentor Home agent Training Class Type – New Hire, OJT, or Training Class Type – New Hire, OJT, or BothBoth Testing Requirement – Tested or Non-Testing Requirement – Tested or Non-TestedTested Training Requirement – Yes or NoTraining Requirement – Yes or No Position Title – Select the correct title Position Title – Select the correct title and grade level for the hiring needand grade level for the hiring need Date Needed – All hiring requests should Date Needed – All hiring requests should be entered at least 30 days prior to the be entered at least 30 days prior to the requested start daterequested start date Start Time – Leave the default selection Start Time – Leave the default selection of 8:00 AMof 8:00 AM

77


RPS – Adding a classRPS – Adding a class Function and Sub-function – Function and Sub-function – Choose the Site location for the classChoose the Site location for the class Select the Group name such as Select the Group name such as Collections, Customer Service Collections, Customer Service Phones, RACO, etc.Phones, RACO, etc. Choose the Department name Choose the Department name such as Legacy Cards, Retention, such as Legacy Cards, Retention, CRT, etc.CRT, etc. Headcount – Enter the number of Headcount – Enter the number of agents that are needed for the class.agents that are needed for the class. Rationale for Action – Reason for Rationale for Action – Reason for request such as understaffed, request such as understaffed, attrition, Back Fill, etc.attrition, Back Fill, etc. Comments – Additional detail Comments – Additional detail regarding the need.regarding the need. Once completed, select Save.Once completed, select Save.

78

Program Management Dashboard will communicate required information for the Capacity Planners and SFE’s to update the forecasts with up to date program information. Program Type Targeted Population parameters Forecasted Volume and contact rates Key Program Dates Customer Communication and Response Mechanism

PMs update dashboard weekly 3 Views/Reports Specifically for WFM use

WFM+ Portfolio Select Page WFM can select the portfolios of their choice

WFM Last 7 Days Filter Page Shows all modifications for the last week

Historical Program Page Filters all Active and Inactive programs by Category to compare Volume

Forecasts and actual performance

Technology and Systems – Project Management

Project Management DashboardProject Management Dashboard

79

To Create a New Personal Viewhttps://globalconsumer.collaborationtools.consumer.citigroup.net/sites/PPM/dashboard/Lists/DesktopDashboard/In%20Progress%20Projects.aspx

Click on View and scroll down to Create View

FYI- Other WFM Views Available


WFM Portfolio Select PageWFM Portfolio Select Page

80

If a similar public view already exists, start with that If you would like to add a column, change the appearance of the view, this is the best format

Select the View that most resembles what you want to create

To create a new view select the format of your choice



81

If a similar public view already exists, start with that If you would like to add a column, change the appearance of the view, this is the best format

Select the View that most resembles what you want to create

Select a name for your view

Position is the order of the columns on your view

Check the Display box if you want the column to appear on your view

Additional functions available to increase or decrease the records that populate in view



82

To Export Data, go to view that has the data you wish to export

Once on the view, click on actions, export to spreadsheet to get all data in excel


WFM Portfolio Exporting DataWFM Portfolio Exporting Data

83

The dashboard is filtered by volume impacts.

To change the sorting of the records, hover over the field name.

Click on the arrow to bring up the sorting options.

Ascending, Descending, or by specific detail used in the field


WFM Portfolio Additional SortingWFM Portfolio Additional Sorting

84

View all changes to any programs

Click on Version History to view all

changes


WFM Portfolio Last 7 Day ViewWFM Portfolio Last 7 Day View

1 technology and systemsewfm checklist ewfm housekeeping running budget forecast for requirements...

Documents