Workforce Intelligence

Workforce Intelligence (WFI) lets you automate actions in your contact center based on business rules you define. These actions can occur periodically or in response to specified events. You can trigger these actions manually or set them to occur automatically.

  • Classics, Inc. has seasonal call patterns that are very predictable. From the last Friday in November through December 23rd, average call volume per day is usually 50% higher than normal. Classics uses WFI rules to automatically activate overflow skills for this time period.
  • The Thornfield team at Classics is made up of agents dedicated to email channels. Classics uses a WFI rule to automatically add an inbound phone skill to these email agents when average inbound service level drops below 78%.

You can configure a maximum of 50 rules per tenant. To create effective WFI rules, you must understand 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:

  • Total Contacts Handled for the Current Day—Total number of contacts handled by an agent throughout the current day. This is an agent-based data point.
  • Total Contacts Refused for the Current Day—Total number of contacts refused by an agent throughout the current day. This is an agent-based data point.
  • Service Level for the Current Day—Percentage of calls that reach the queue and meet the established service level standard. This is a skill-based data point.
  • Queue Size—Number of calls in the queue for a selected skill. This is a skill-based data point.
  • Longest Wait Time—Maximum time a call is held in the queue for a selected skill before being connected to an agent. This is a skill-based data point.

You can also create rules that don't use any data points or conditions. The date-based rule in the Classics example doesn't use any data points. The only condition is that a specific date or time period be reached before the rule goes into effect.

Actions

WFI actions available for a rule depend on the specific data points 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. When a pending rule action is denied, the action is canceled for that occurrence but the rule stays in force.

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 their data points.

Date-based rules:

  • Are based solely on the arrival of a specific date.
  • 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 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 include one condition.
  • Can trigger multiple actions.

You can edit rules you created, but you must deactivate them first.

Notifications

Workforce Intelligence lets you set up email alerts called notifications for specific WFI events or conditions. Notifications can be sent to up to three email addresses. You can't send some notifications to one person and some to another; all email addresses receive all configured notifications. You can't edit the notification content. By default, notifications aren't sent to anyone unless you specifically configure them.

You can also configure recovery notifications so that affected personnel know when a condition is resolved. Recipients of these notifications are selected by the WFI system, and you can't edit their content.