Workforce Management

Overview

Workforce Management platform that reports on staffing levels within call/contact center.  This application hones forecasting, streamline scheduling and administration and frees managers to focus on adding value.  Engage employees with Dynamic Scheduling, and timely feedback.

Included

The WFM platform benefits:

  • Build precise forecasts in minutes, not days
  • Streamlines workflows and schedule management
  • Reduces overstaffing and overtime
  • Predicts spikes and lulls
  • Responds to changes in real time
  • Empower agents with flexible scheduling
  • Deliver more immediate feedback
  • Show agents the value they deliver
  • Inspire self-improvement
  • Hiring, capacity, budgetary and vacation planning
  • Flexible Optimization tools such as real-time tracking, agent alerts, intra-day dynamic scheduling and optimization
  • Trouble shooting and repair coordination/tracking

Service Level Targets & Availability

  •  Standard Service Level Agreement based on customer Priority preference requested within Footprints
    • Low Priority - Maximum two business days to reply and resolved within 10 business days or less
    • Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
    • High Priority - Maximum 4 hours to reply and resolved within 2 business days
    • Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours

NOTE:  Vendor Involvement Required: Completion of Service Order based on vendor availability.

  • Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
  • Outside hours by special arrangement with an agency
  • Limited support is available for after business hours, weekends, and holidays
  • Changes or troubleshooting would require scheduling with vendor
  • Requires OIT Request for Change approval

Service Rates: (per quote)

Options Available for Additional Charge (per quote)

  • Customized programming and recording - $350/hr. or per quote
  • Software license
  • Software Support Maintenance-monthly recurring fee
  • Virtual hardware
  • Storage for database
  • Training - $350 plus expenses
  • Web/application server
  • All project work is billable
  • All audit-related work is billable
  • All costs associated with Indefinite Hold requests will be direct billed

Customer Expectations

  • Provide a completed service order with requirements

To Order New Service or Change Existing Services

  • Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization
  • Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Footprint ticket in the “Telephone Work Orders” workspace at https://footprints.state.me.us/footprints/telco.html
  • Report trouble with service:
    • Call OIT Service Center at 624-7700 and assign to ‘Voice Troubles

OR