Workforce Intelligence Overview

Workforce Intelligence (WFI) allows you to automate actions in your contact center based on business rules that you define. These actions can either occur periodically or in response to a specified event or events and can be configured to happen with or without human intervention. For example:

  • The ABC Company has seasonal call patterns that are extremely predictable. The period that begins on the Friday after Thanksgiving and ends on December 23 typically sees 50% higher call volume per day than the average call volume. ABC uses WFI rules to automatically activate overflow skills for this time period.
  • PDQ Consulting has a number of agents who are usually dedicated to email channels. They use a WFI rule to automatically add the appropriate inbound phone skill to those agents when the average service level on inbound calls drops below 78%.
  • Leia, a contact center supervisor, recently coached her agent Luke about putting customers on hold for long periods. To monitor the effect of her coaching, she creates a WFI rule that causes the system to email her automatically if Luke's average hold time per contact exceeds two minutes for a period of three days.

To create effective WFI rules, you must understand their components: data points, conditions, and actions.

Data Points and Conditions

Data points are events or metrics that WFI can evaluate. You can specify a data point value to create a condition for a rule. Available data points include:

  • ACD Historical — Includes events and metrics that occur over a period of time, such as working rate or average contacts handled. Data points in this category can help with longer-term monitoring and planning. All ACD historical data points are agent-based and are pre-defined in the system. In the example given earlier for supervisor Leia, the rule is based on an ACD historical data point.
  • ACD Intraday — Includes events and metrics that are more real-time in nature, such as queue size for a skill or service level for the current day. Data points in this category can help you more quickly and effectively respond to dynamic changes in call volumes. ACD intraday data points can be either agent-based or skill-based. In the PDQ example given previously, the rule is based on a skill-based ACD intraday data point.
  • ECHO — If your system includes ECHO, you can create and use data points related to survey scores. Both overall scores and scores for specific surveys and specific questions can be used to create data points.
  • Verint QM — If your system includes Verint QM, you can create and use data points related to agent evaluation scores. Both overall scores and scores for specific forms and specific questions can be used to create data points.
  • NICE inContact WFO — If your system includes NICE inContact WFO, you can use data points related to agent evaluation scores. Both overall scores and scores for specific forms and specific questions can be used to create data points.

You can also create rules that do not use any data points or conditions. The date-based rule in the preceding ABC example does not use any data points. The only condition is that a specific date or time period be reached before the rule goes into effect.

ACD Rules

WFI ACD rules are made up of one or more conditions plus one or more actions. Rules can be date-based, agent-based or skill-based according to the data points they use or do not use.

Date-based rules:

  • Are based solely on a specific date being reached
  • Can trigger multiple actions

Agent-based rules:

  • Can recur automatically based on a time period
  • Are based on data points related to agent performance
  • Can use historical data points, intraday data points, or both
  • Can include up to five conditions
  • Can trigger multiple actions

Skill-based rules:

  • Are based on data points related to a specified ACD skill
  • Can only use intraday data points: current day service level (SLA), queue size, and longest wait time
  • Can only include one condition
  • Can trigger multiple actions

Actions

The WFI actions available for a rule vary depending on the specific data point(s) you use. Actions can occur automatically when a condition is met or they can be pending until a user with the proper permissions manually approves or denies them. Denying a pending rule action results in the action being canceled for that occurrence but leaves the rule in force.

Notifications

Workforce Intelligence allows you to set up email alerts, or notifications, for specific events that happen in conjunction with the feature. Notifications can be sent to up to three email addresses, and all email addresses receive all configured notifications. The content of the notification is not editable. The default condition of notification settings is not set (that is, notification settings are not sent to anyone unless you specifically configure them).

When you create a rule that includes a skill-based condition and a skill-modifying action, you can also configure recovery notifications so that affected personnel know when the condition is resolved. The recipients of these notifications are selected by the WFI system, and the notification content is not editable.

Related Tasks

Related References