Resource Process IEX Agent Process

Resource Management-System User
Guide

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WMSBS Resource Management New Schedule CWhhaatndgoeweRdeo?quest Process
Team
The Resource Management Team is responsible for supporting the WM Strategic
Business Solutions (SBS) contact center and ensuring appropriate agent availability to
meet service level standards. Works directly with supervisors, leads and agents in to
assign and adjust agent schedules (shift, breaks, lunches, coaching, etc.) as necessary.

 Proactively monitors agent availability and utilization reporting deficiencies to
contact center management team.

 Receive call outs and recommends adjustment to schedules (shift, lunches,
breaks etc) as necessary to help ensure contact center meet performance targets.

 Recommend paid time off (PTO), voluntary time off (VTO) and overtime based
on real-time call volumes to help ensure contact center meets service level and
productivity standards.

 Monitors call and email intraday arrival patterns, and actively works with contact
center management to mobilize resource triggers.

 Coordinate resource coverage and maintain agent schedules for intraday and
future week events.

 Prepare basic contact center metric and productivity reports.

 Monitor real-time adherence and agent schedules using NICE IEX Workforce
Management tool

 First contact on equipment and programs issues.

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New Schedule Change Request Process

Agent Web Station



Managing Your Time: Home Page New Schedule Change Request Process
Display

Your Schedule
For the current day
For the current week
For the next week

Schedule Alerts
Any changes made to your schedule
Statistics and KPI’s
Your Statistics for the current date

Action Toolbar
Schedule Viewer
Schedule Trades
Schedule Changes
Stats Viewer

Managing Your Time: Schedule
Alerts

Schedule Alerts
•Any changes made to your schedule
•All alerts must be acknowledged

Acknowledge Alerts
The system displays the following mes-
sage:
"This will clear the change marks for
schedules on all days. If you have not yet
seen all of the changes, click Cancel. Oth-
erwise, click OK."

Scheduled Activities New Schedule Change Request Process
•Listed in order from current to last
•Displays last modified dates

Reminders
•Will prompt you before each event
•Provides a description of the event
•Snooze feature

Navigation

•Highlighted calendar day corresponds
with data currently displayed
•Views by day, week, or month

Time Off Process
1. Select Time Off Manager from the

Left Side Menu
2. Select Corresponding Year

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Time Off Process New Schedule Change Request Process

Once you are in the Calendar you will
notice different colors on the dates,
each color has a meaning pertaining
time off allotments:
Blue = you taken or have reserved that
day
Red = either its not a working day or
some one else has taken the day.
Yellow = closed Holiday
Green = open holiday
Grey = Available to take or partially
available.
Purple = Forced Day off
White = Unreachable day need Re-
source Team to add for you

To select a day off you can click on the
day on the calendar and it will take you
to the Request Time off section:

On the Type of Time off select;
 Planned Paid (Vacation)
 SBS—Floating Holidays

On The Length:
Select from
 Week (day starts at Sundays and

ends on Saturdays)
 Full Days (you can do multiple day

in a row)
 Partial Day (then you need to speci-

fy from what time to what time you
are requesting)

Once Finish click Submit below
If the time is available it will grant the
time but if there is an issue either with
you time balance or the date it self the
system will decline and explain why.

Notes:

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Agent Time Off Request 1
Operational Alert

1. On the left hand, you will see 6
Tabs. To start requesting
Changes click where it says:
Schedule Viewer.
Home
Schedule Viewer
Schedule Changes
Schedule Preferences
Time Off Manager

Stats Viewers

2. Her you will see your Schedule 2
either for the day or running
week. On the top of that, you
will see 3 links Daily, Weekly
and Monthly view. To do the
request it is recommended to
use either Daily or Weekly view.

Also, you can move the days
or weeks by clicking the
right arrow next to the date
on top of the schedule

3. Once the you are in the sched- 3
ule you will see that at the bot-
tom of each day there is a but-
ton that reads “Add an activity”

a. Click that to open the request 3-a &b a
window.

b. The request window will show
the activity you want to add, the
start time of the Activity and
the end time of the activity.

b

c. The activity drops down you 3-c
will only see the activities you
can request for (if the activity is
not present here you will stop
the request and send an email
to your Supervisor and or Leads
team to process).

d. Once selected it is very 3-d
IMPORTANT that you select
the Start and End time since it
defaults to the Reps full shift.

Start Time End Time

e. Once completed and you are 3-e
certain it’s what you want, click
on submit (be patience since it
takes a few second to go
through)

f. once clicked you will get a pop 3-f
up indicating that your request
has been submitted and its
pending approval.

3-g

g. When the request is approved
or declined you will get a notifi-
cation pop up and you can go to
My Schedule Changes Tab, to
verify the status.

4 Pending
Approved
4. Once on the Schedule Declined
changes page you will
see your request either
Pending, approved or
denied

Operations Alert

Topic Callout Line Procedures – “How To” for all CS/SSM/NS/PS/VP Employees &
New Hires
Headline Callout Line Procedures Reiterated

Key Contacts Matt LeRoy – Operational Support Supervisor/Resource Management Team
Date Effective
May 1, 2017
Overview

In an attempt to ensure that all groups are following the same process and including new hires in the CS Or-
ganization, we are submitting a reminder for the following steps to be taken when an employee in Customer
Service needs to take unscheduled time off, call out sick, report being late, etc.

Overall Changes, Updated Line Items and Behavioral Adjustments

Who is affected – All hourly employees in the CS Organization in SBS

What is changing – No changes, only reiterating the current policy for all groups

Why is this occurring – With new hires often forgetting or not having the procedure and the addition of new
groups into our workforce planning system, there is a need to create a document to ensure that all groups
have access and understand what is required of them.

Key Steps:
If you are not planning on coming into the office you will need to call the Callout Line to report your absence.

Phone number is (860) 990-6228. Follow the prompt for instructions.

Please speak clearly and provide the following information in the message:
 Full name
 Supervisor name
 Reason for the call out and type of Time Off day being used
 Leave call back number if workforce team needs to get in touch with any questions

In addition, The Representative is still required to call TOPS as well as contacting their supervisor or Lead.
Calling this group only does not guarantee the workforce team will receive the update, thus the num-
ber must be provided. Likewise, calling TOPS to request a future day off in IEX that is currently full
does not guarantee approval by workforce team or your supervisor.

If you have any questions or concerns, please reach out to your supervisor, Lead or Resource Management
staff about this process.

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WMSBS Resource Management Team

Interaction Workspace

Resource Management Team

Matt LeRoy —Supervisor Of Operations
Rey Ortiz —WorkForce Management Analyst

Terry Crowley —WorkForce Management Analyst 415 Day Hill Rd
Gina-Marie Lane —WorkForce Management Analyst Windsor, CT, 06095
Charlie Marsh —WorkForce Management Analyst WMSBSRM@wm.com

Call Out Line: 1-860-990-6228

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