Genesys WFM User Group Meeting
27th February 2008
MINUTES
LOCATION:
Hitchin Priory Hotel, Hitchin
Organisations attending
- Bank of Ireland
- Ford Finance
- CCAT
- Job Centre Plus
- Disability Carers Service
- ProtoCall One
- Emirates
Morning Session
7.2 Configuration Utility:
The morning session started with an interactive walk through of the 7.2 Configuration utility. On the face of it, this would always appear to be a dry subject to all but the hardest GWFM enthusiast! But we had some really insightful discussions around many of the features within Config that impact our ability to use GWFM effectively.
It basically kicked off into a lively debate from the very first feature covered - the security protocols in the configuration module. What access do we give our team managers, is allowing TM access to modify and update exceptions acceptable to us as planners? What sort of culture and behaviours do we drive if we do this? We would tend to favour a managed process whereby TM's can submit the changes but the RP team authorise them.
It also has to depend on the size of the organisation and whether it is a virtual or silo enterprise of course.
The walkthrough continued through the Configuration modules within Config covering Activities, Schedule state groups, and the pro's and con's of the event planner feature.
We then moved onto the policies section and covered Contracts & shifts, Exception types, Meetings and Marked Time.
The marked time approach for managing overtime presented some useful insights, especially in how we should best manage the Overtime process as European users of GWFM.
As with the skills module we felt that the Time off rules (and types) has enough content to be included into a future single session around the whole Annual leave process within GWFM.
Now that we have some users on 6.5, 7.2 and some using 7.5 platforms it is good to see us debating the various platforms within the same discussions.
Afternoon Session
Business Intelligence:
The afternoon session was kindly hosted by Yasir Saddiq, Head of our Business Intelligence Practice (BI).
Again, as with the morning session, we had some lively debates around the efficiency vs. effectiveness metrics that are currently used.
It was apparent that we had a myriad of approaches being taken by the group and really, how differently we all use GWFM in order to try and meet the wider business goals around efficiency and effectiveness.
It was a fascinating exploration of some other more traditional KPI's such AHT and Service level vs. the more qualitative KPI's around contribution and overall performance.
It is clear that there are many needs that could be discussed around BI - especially when we incorporate different data sources such as HR, sales and CRM.
Next Steps
Depending on commercial commitments it is our intention to run the next user group during the first week of June. We are currently looking into venues that would support our more central and northerly contributors - more as we get it.
It was mentioned that we are considering a separate user group that concentrates on BI exclusively. It may not be what you do as a primary responsibility but if you know people in your organisations that would find it a good debating platform let us know.
As far as content for the next meeting goes it is nice to see some suggestions coming in. If you have any further suggestions then please do let us know.
Technical questions
There was a query around some irregular FTE build requirements when using Expert Average Engine to build ten second interval variations for service level.
We have explored this with the Genesys developers' and have also suggested that the guys build with UME to see if the more sensitive forecasting engine gives more reliable results.
The hot topics list for us to explore from this event includes:
- Does using shift sequences sometimes force agents off-schedule?
- GAD Supervisor access to modify CME
- The best way to manage the tracking of schedule overrides.
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