2. 2
Verizon Enterprise Solutions
Divisions include –
Global Networking &
Security
Business
Communications
IT Solutions
Managed Services
Functions include –
Order Management
Provisioning
Service Delivery &
Assurance
Billing
Currently - VRM built for
Americas, EMEA ,
India locations
Verizon Employees
and Contractors
+4400 Resources
Deliver the Connected World. Simply. Reliably. Securely.
#NICEi2016
3. 3
Resource Management – (Vision)
3
Agent &
Admin Tools
VECNotification Engine
Fax Email Online
• Billing Inquiry
• Incidents
• Change Requests
• Provisioning
• Ordering Screener
Customer
AIMS
PhoneChat
Customer
Facing
VECRM
Internal Portal
360 Customer
View
Case Management
(Ticket Initiation)
VAD
Agent Desktop
ACD
Resource
Management
Work Horses
ETMS / WOW
RT Dashboard
Intra-day
Mgmt.
Work Dist.
Metrics Feed
iCI
RT Dashboard
Intra-day
Mgmt.
Work Dist.
Metrics Feed
UOTM
RT Dashboard
Intra-day
Mgmt.
Work Dist.
Metrics Feed
ACD
Dashboard
Chat
Dashboard
Data Data Data
IEX
Analytics
HELM / PMRA
MYINFO /
DRIVE
• Shrink Management
• OT Management
• Short-Term Forecasting
• Schedule Optimization
• Center Level Reporting
• Agent Perf. Reporting
• Coaching
Log in/out data
Metrics Metrics
Metrics
Metrics
Agent Skills,
functions
Multi-Gen System Integration Project Focused on VES Workforce Performance & Measurement
Long-Term High-Level Architecture
#NICEi2016
4. 4
Implementing the Vision with WFM (NICE)
4
PHASE 1
Implement Common Interface
based on Inbound ACD
format.
• Historical 30-minute interval
queue statistics
PHASE 2
Implement agent-level data
(more complex and limited
based on work horse system
design).
• Historical agent queue
statistics
• Historical agent system
statistics
• Historical agent activity
states
PHASE 3
Automate file delivery based
on custom interface
integration for each system.
PHASE 4
Integrate Verizon Agent
Desktop (VAD) to workhorse
data streams for additional
timestamps for activities.
What DATA can we get from our Work Horse Systems and How?
#NICEi2016
5. 5
Implementing the Vision with WFM (NICE)
1. Integrations of three Work Horse / Back Office systems
• Ticket/Task feed for Trouble Ticket Management
• Chat feed
• Integrated billing system / task feed
2. Fourth Work Horse / Back Office system in development for Order
Management
PROGRESS
1. What data can we get?
2. How do we handle concurrent data streams?
3. How do we extract data from system to measure desired KPI’s?
4. Limitations of system (application vs webpage design)
ISSUES
#NICEi2016
6. 6
Back Office Systems – Data Available
6
Agent Activity Agent Detail
What events are available or already
built into the application / webpage?
Do we have time stamps available?
How can the data groups be
structured ?
a) Work Groups
b) Function
c) Location
What DATA can we get?
#NICEi2016
7. 77
The Data – Event Sets
Chat System - limited Events based on binary structure
#NICEi2016
8. 8
The Data – Event Sets
8
Ticket System – basic States and adopted Reason codes
#NICEi2016
9. 99
The Data - Agent Activity (Multiple Streams)
10 – ACD feed
20 – Ticketing System
21 – Chat System
#NICEi2016
10. 1010
The Data - Agent Detail (Multiple Workgroups)
20 – Ticketing System ( 200+ function/locations)
21 – Chat System ( 40 locations)
#NICEi2016
11. 11
Back Office Systems – Data Available
11
Chat Ticket Billing Inquiry Ticket
• Count of chats and
length (Open to Close
window)
• Immediate response
• Chat Groups, center
location, subject
• Deferred response with
backlog
• Tasks associated with
Trouble Tickets
• System Time – Login to
Logout time stamps
• Deferred response with
backlog
• Tasks associated with
Billing/Orders Tickets
• NO System Time – Webpage
based ** (ISSUE)
(continue integration with
Agent Desktop screen
capture)
Queue Data
#NICEi2016
12. 12
How to Use the Data? And Issues
12
Baseline Data – What is it telling us? Key Observations
• Large performance variations tied to system, process and reporting challenges
• Continued human dependency to measure accurately
KPI Calculations
• Average Handle Time – (Sum(Task)(Sec)) / # Tasks
• Lost Time - (SignOnTime – (Available Time + Handle Time)) / SignOnTime
• Shrinkage - Sum of Time spent ( Meetings, Lunch, Doing Other Work)
• Occupancy % - (SUM(Task) + Sum(ATW)) / (TIME Available)
** ISSUE - How can we extract concurrent data streams? Limitation of
WFM reports primary or merged agent activity
• SmartSync – Actual Activity Detail and Summary
• (Internal) WFM Reporting Center – allows users to pull data by feed
#NICEi2016
13. 13
VRM Initial Baseline Plan
13
System Compliance
Improvement
VRM Improvement
Process
• Abandoned Task Cap (90 min)
• Tasking Compliance (Start/Stop Task)
• Log In / Log Off
• Appropriate Code Usage
• Clean Up of Legacy Workflows
• Expand Measurable Workflows
• Daily Four KPI Reports
• Report & Shrink Checkbook Delivery
• Weekly Performance Review by Director
• Detailed Rollout Package
• New 30 Day Baseline
#NICEi2016
14. 14
VRM KPIs Initial Baseline (sample report)
14
Systems, Workflow & VRM Process Enables Annualized Benefits ($11.8M)
7 Day KPI Report
KPI
1-
Mar
2-
Mar
3-
Mar
4-
Mar
5-
Mar
6-
Mar
7-
Mar
8-
Mar
9-
Mar
10-
Mar
11-
Mar
12-
Mar
13-
Mar
14-
Mar
15-
Mar
16-
Mar
17-
Mar
18-
Mar
19-
Mar
20-
Mar
21-
Mar
22-
Mar
23-
Mar
24-
Mar
25-
Mar
26-
Mar
27-
Mar
28-
Mar
29-
Mar
30-
Mar
31-
Mar
AHT (sec) 4253 1242 1061 77 117 98 122 136 94 84 123 161 142 135 159 115 105 117 111 105 217 313 253 259 222 241 206 219 265 221 230
Lost time (hrs) 154 489 811 842 856 694 299 174 591 922 895 947 801 289 157 339 990 837 736 891 355 222 600 772 594 860 704 338 190 410 541
Shrinkage %
-
159.
6
-3.6
-
156.
6
-
162.
3
-
116.8
-78.3
-
359.2
-46.5 -0.18 -87.5 -30.9 -48.9 -32.1 -84.9 -50.9 11.9 -26.7 -43.5 -5.25 -58.4
-
222.3
-
264.4
16.5 -38.6 6.5 -5.7 -15.7 -72.2 -45.9 14.8 1.3
Occupancy %
KPI Calculations
• Average Handle Time = ( Sum(Task)(Sec)) / # Tasks
• Lost Time = (SignOnTime-(AvailableTime+HandleTime))/SignOnTIme
• Shrinkage = Sum of Time spent (Meetings, Lunch, Doing other work)
• Occupancy % = ( SUM(Task) + Sum(ATW)) / ( TIME AVAILABLE)
Key Observations:
• Large performance variations tied to system, process and reporting challenges
• Continued human dependency to measure accurately
System Compliance Improvement
Abandoned Task Cap (90 min) IT
Tasking Compliance (start/stop task) IT / VRM In Progress
Log In / Log Off IT / VRM In Progress
Appropriate Code Usage IT / VRM In Progress
Clean Up of Legacy Workflows IT In Progress
Expand Measurable Workflows IT April
VRM Improvement Process
Daily Four KPI Reports VRM
Report & Shrink Checkbook Delivery VRM
Weekly Performance Review by
Director
VRM / Field
Detailed Rollout Package VRM / Field In Progress
New 30 Day Baseline VRM April
#NICEi2016
15. 15
AHT by Skill Groups
AHT by Skill Groups –
Top 50% Outliers
Agent Behavior Report
Agent Behavior Report –
Top 50% Outliers
KPI Summary Reports,
Trending Graphs and Sub
Measurements
VRM KPIs – Sample Reports
15
KPI Reports
Data complied from WFM reports such as
Time Utilization, Agent Detail and Agent
Actual Activity through WebStation reports or
SmartSync
Pivot tables easily format reporting for roll up
of data from agent to Supervisor/ Manager/
Director/ VP
#NICEi2016
16. 16
KPI Cadence (sample report)
16
• Organized by Director Groups
• AHT
• Shrinkage (Good)
• Lost Shrinkage (Bad)
• Occupancy
#NICEi2016
17. 17
VRM - Week Over Week KPI Performance
17#NICEi2016
18. 18
VRM - April KPI Sub Measurements
18
0
20
40
60
80
100
0
1000
2000
3000
4000
5000
Tasks with Zero AHT- May/June
0
10
20
30
40
50
60
0
50
100
150
200
250
300
350
Count of Lost Time > 120min - May/June
0
0.2
0.4
0.6
0.8
1
0
0.2
0.4
0.6
0.8
1
Logout Event in Hours - May/June
Sub Measurement Process Continues to Drive
Improvement in Four Core KPIs
#NICEi2016
19. 19
Execution of the Vision w/Integrating Back Office Systems
19
69.0%
65.3%
68.2%
72.8%
79.1%
63.0%
78.3%
79.6%
81.2%
78.1%
50%
60%
70%
80%
90%
Jun Jul Aug Sep Oct
Abraldes Donovan
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
0.0
10.0
20.0
30.0
40.0
50.0
May Jun Jul Aug Sep Oct
Lost Time Shrink
RESULTS - KPI measurements
Service Level Improvements –
5 month period
• Abraldes Group - 63% to 79.1%
• Donovan Group - 69.0% to 78.1%
Lost Time Improvements – 5 month period
• Avg 42 hrs per rep per month to 22 hrs
Shrinkage Improvements – 5 month period
• Avg 17 % per month to 35 %
+25%
+13%
+50%
+50%
#NICEi2016
20. 2020
Execution of the Vision w/Integrating Back Office Systems
EXECUTION – VRM Processes & Communication
Service Level Management
Daily Command Center calls
Weekly outlook meetings
Field Engagement
KPI meetings
Centralized / Offshore support model (VRM functions)
Command Center Implementation
Streamlined communication with CC 800# and consolidated email box
IEX project - continued integration with VAD (Agent Desktop) to
improve task model-based tools
#NICEi2016
21. 2121
Execution of the Vision w/Integrating Back Office Systems
PLANNING – Forecasting & Scheduling
FTL ( Force to Load)
• Pipeline reduction plan outlined for OM
• Gathered revenue plan by circuit
• Vendor FTL meetings
• Revised plan incorporated
Scheduling
• Arrival pattern analysis
• Vacation bid
Field Engagement
• Skill group alignment
• Vendor hiring
recommendation
#NICEi2016
22. 22
• Review BO system design with IT
Developers, End Users, and WFM
• Discuss how widgets are counted and
does it make sense to count or is there
another way
• Discuss with IT their method for counting
and ability to change
• Phased approach on system integration
and population of users to measure for a
baseline
Recommendations
Do’s
• Don’t be limited by current reporting
methods or structure
• Don’t assume users are following the
same process – they always find the
shortcuts or work around
• Don’t ignore outlier data – review for
potential system design issues or
process changes.
Don’ts
22
24. 24
Biography – Debra Phillips
Debra Phillips is currently an IT Systems Engineer supporting the NICE IEX WFM software
platform for Verizon’s Wireline and Enterprise Solutions Organizations. This includes
implementation, design and build, user acceptance testing, training, and tier 2 support of
software/hardware issues.
Debra has over 20 years experience in Workforce Management and Contact Centers that
include Sales, Customer Service, and Outsourcing supporting Telecom/Cable, Healthcare,
Retail, Catalog, and Government Industries. She has extensive experience in strategic and
operational functions of Workforce Management in the Contact Center environment, covering
scheduling, forecasting, budgeting, and intraday management process design, implementation,
and operations. Design and operational experience in multi-contact type and multi-skilled agent
environments.
#NICEi2016
25. 25
Appendix
25
• Sample Reports
• AHT by Skill and Rep
• Zero AHT by Skill Outliers - System Limitation /Design
• Agent Behavior Report - Schedule and System Activity Summary
• Agent Behavior Report Outliers – System States or Lost Time
26. 26
AHT by Skill Report (Tickets)
26
AHT Report
• The AHT Report provides an AHT breakout by Skill with a
month to date view, as well as the capability to view by day.
• Rep AHT by skill provides a summary of the AHT by skill for
Director, Manager and Agent with a month to date view, as well
as the capability to select by day.
• Currently available for agents in ETMS pilot.
#NICEi2016
28. 28
Agent Behavior Report
28
Metric Definition Calculation
Lost Time / MTD
% of time signed in, not associated with inbound
calls
(SignOnTime-
(AvailableTime+IBHandleTime))/SignOnTIme
Agent Behavior Report
• Agent Behavior Report
captures Lost Time and Lost
Shrinkage
• Will provide a detailed view of
lost time by Director, Manager
and Agent
• Provides the ability to view the
time agents are spending on
each status and the
percentage deviated from the
original schedule in IEX
• Compiled from Schedule
Activity and Actual Events
from phone & BO systems
#NICEi2016
29. 29
Agent Behavior Report - Outliers
29
• Line of Sight to
recorded activity based
on events states from
BO System.
• Large data points led
to investigation
• Enhance System
processes / expanded
reason codes
• Reclassify production /
unproductive codes
#NICEi2016
