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IEX TotalView

Copyright
Convergys©2005 Convergys
Confidential Corporation
and Proprietary
Objectives

At the end of this module we will know the following


What is IEX TotalView
How to configure IEX for your specific server
Logging into IEX
How forecasts and schedules are created
Managing real time.
Intraday
Real Time Adherence (RTA)
How to generate reports.

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What is IEX TotalView

TotalView is a planning and


management tool that
forecasts anticipated
contacts received and
average handling times
(AHTs), and based on
these forecasts, projects
staffing requirements.
This provides for optimal
utilization of personnel
resources and ensures
that contact center
objectives are met.
TotalView also offers tools
to manage real-time
staffing.

Copyright ©2005 Convergys Corporation Convergys Confidential and Proprietary


What is TotalView cont.

TotalView uses the following terminology to designate various entities in


the system. The entities include: Business Units (BU), Contact Types
(CT), Management Units (MU), agents, and others.
The CT is a queue or a collection of queues. The CT is where
the historical ACD data, the forecasts, the objectives and weekly
Business
plans/requirements are created and stored. A key component in
Unit the CT for day to day management is Intraday.
The MU is a collection of Agents. Its primary purpose is for
creating schedules. Agents’ definition and profiles are part of the
MU. The MU is also used to access groups of agents in various
screens and reports such as Real-time Adherence.
Contact Type Contact Type Contact Type The BU is made up of CTs and MUs from multiple sites that
share a common call type. If the organization has…
multiple sites that take the same type of call and…
each site has its own ACD and…
the ACDs are linked via a network-based call router or intelligent ACD
Management Unit Management Unit Management Unit to ACD routing…
…then a BU can be created.

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TotalView Configuration
To open TotalView click the
Windows Start menu,
choose Programs, then
click on the CCApps
program folder. In the
CCApps program folder,
click on the "TotalView
Configuration" icon.
There are three fields that
you will configure
The Default Customer
ID
The Heartbeat
Interval (reported in
milliseconds) should
be set to 10,000
Host Name or IP
Address (to choose
your IEX Server)
You can also set the
number of RTA
screens you can have
open at the same
time.

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Logging in

You will have an icon for IEX on


your desktop or in your start
menu.

From the login screen you can


change the customer but not the
Host Name (IEX Server)
The login name for IEX will be your
9 digit Employee ID
If this is the first time you are
logging in the default password
will be provided to you by your
Forecasting & Scheduling team

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User Preferences
IEX TotalView Export Applications
You will need to set up paths for exporting data from IEX. You can do this
through the User Preferences, which can be found in the File menu under
Preferences.
In File > Preferences under the Workstation tab, there is an option to
setup paths for Export Applications.

The Spreadsheet export application is Excel. You will need to Click


Browse and find the application (excel.exe). If you are unable and
find the application, the default installation path is:
“C:\Program Files\Microsoft Office\Office\excel.exe.”

The Word Processor export application is Word. You will need to Click
Browse and find the application (winword.exe). If you are unable to
find the application, the default installation path is:
“C:\Program Files\Microsoft Office\Office\winword.exe.”

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User Preferences

You can also change your


password through the User
Preferences. The Supervisor
tab allows you to
Change your password
Select a default Entity such
as a BU, MU or shift
Set Schedule screen defaults

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Understanding TotalView

How Forecasts are Created

The Active Forecast is generated


based on the contact history of
the CT. The following variables
and functions are used during
the Active Forecast generation
process:
Historical values for AHT,
calls offered, and calls
handled
Forecasts are based on a
possible 13 week weighted
history
Factors such as week of the
month, time of year, or
special days can be
considered while creating the
forecast

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Understanding TotalView

Requirements

With a forecast created TotalView generates a weekly plan or requirement based


on the forecast objectives, forecasted call delivery and forecasted AHT. The
weekly plan or forecast requirement is an interval level break down of how
many full time equivalent (FTE) are needed to handle the calls.

Forecast objectives can include


Average Speed of Answer (ASA)
Service Level
Maximum Occupancy

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Understanding TotalView

Creating Schedules

The schedule generation process consists of two primary steps. The first
is the generation of the shifts that do the best job covering the
forecast requirements and the second is application of agent
preferences. Both steps require that each agent be assigned a unique
ranking and a tour group. IEX uses the ranking and tour groups to
determine the order in which agents are scheduled and for the
application of agent preferences. In order for IEX to consider agent
preferences, the agents need to have entered their preferences into
Agent Webstation. “Webstation Support” team can assist with the
process for this.

Rankings determine each agent’s schedule priority. The ranking can be


based on seniority, performance, numbers drawn from a hat—IEX does
not care. IEX simply needs to know who to schedule first, second,
third, etc.

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Understanding TotalView
Tour Groups

Each agent is assigned a tour group. A tour group is a set of parameters that must be
used when scheduling agents assigned to that tour group.

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Tour Groups cont.

Tour groups define:


1)Length of schedule
2)Number of days per week to be
scheduled
3)The times an agent can start
4)Number and length of breaks
5)When the breaks and lunches
can be scheduled
1 2

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Viewing Schedules

There are two ways to view the schedules. As a group


through Schedule Management or by individual agent
through Agent Schedules. Both options are found in
the MU menu.
When using Schedule Management you will select:
MU
Shift
Single date
By placing a check next to Team you can identify a specific team whose
schedules you want to view

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Viewing Schedules

When using Agent Schedules you will specify:


Agent Name
Date range

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Real Time Management

TotalView also provides several options to help us


manage our day of operations. We will talk
about two of these options.
Intraday report
The intraday report is found in the CT menu.
Intraday shows forecasted and actual ACD
information under the following headings.

Staffing requirement and actual information.

Real Time Adherence (RTA)


Real Time adherence reports are found in the MU
menu.

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Real Time Management cont.

The RTA report shows


The agent scheduled state
The agents actual state
Time out of adherence
Time in State

Agents that are out of adherence


and causing lost time will show in
red
Agents that are out of adherence
by giving open time will show in
green
Agents following their scheduled
will show in white

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Real Time Management cont.

RTA as well as many other screens can be sorted by clicking


on the sort button

The previous screen was sorted in the


following

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Generating Reports

TotalView offers a variety of reports that


can be generated and viewed through
the reports menu or button

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Generating Reports

Reports are sorted by category and name. They are generated


based on the MU and in some cases the team or agent. We will
look at a report in the Management Unit category, the Weekly
start/stop.

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Generating Reports

The Options Tab of the Generate Reports screen contains


parameters that are unique for specific TotalView Reports.

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Generating Reports

Reports that are used regularly can be saved. Saving a report


saves all parameters but the date.
To save a report:
Click Save As from the
Report tab
Type a name
Click OK
Saved reports can be
accessed by clicking the
drop down for
Predefined Reports

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Viewing Reports

Once reports have been generated they can be


retrieved through the TotalView reports viewer.
The report viewer will show you a list of all
reports that you have generated. Simply
double click on the report you want to open.

Copyright ©2005 Convergys Corporation Convergys Confidential and Proprietary