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. They can happen with or without human intervention.

  • Classics, Inc. has seasonal call patterns that are very predictable. From the Friday after Thanksgiving 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%.
  • Jane Eyre, a contact center supervisor at Classics, recently coached her agent Rochester about putting customers on hold for too long. To see if her coaching worked, she creates a WFI rule. The system emails her automatically if Rochester's average hold time per contact exceeds 2 minutes for a period of 3 days.

You can configure a maximum of 50 rules per business unit. 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 —Events and metrics that occur over a period of time, such as working rate or average contacts handled. Data points in this category help with long-term monitoring and planning. ACD historical data points are agent-based and are pre-defined in CXone. In the Jane Eyre example, the rule uses an ACD historical data point.
  • ACD Intraday — Events and metrics that are real-time, such as queue size for a skill or service level for the current day. Data points in this category help you quickly and effectively respond to changes in call volumes. ACD intraday data points can be either agent-based or skill-based. In the Thornfield example, the rule uses a skill-based ACD intraday data point.
  • ECHO — If your system includes ECHO, you can create and use data points related to overall survey scores, specific survey scores, or even specific question scores.

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

WFIactions 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 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.

Notifications

Workforce Intelligence lets you set up email alerts called notifications for specific WFI events. Notifications can be sent to up to 3 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.

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. Recipients of these notifications are selected by the WFI system, and you can't edit their content.