Ewfm tool

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To manage users in Verint User Permissions : Users of the Verint Users are considered anyone who will use Verint Roles : Roles contain a set of user privileges which allow the user, to whom the role has been assigned, to make specific changes and view certain data fields. Roles are templates to assign privileges. For example, the Lead role may have different privileges than a manager. The current roles in Verint Hierarchy : The Verint New users and agents will be in the Imported file.

They must be assigned to an organization, "where they live. Reassignments : When users move from one group to another, place the user into the new group if you have the scope for that group. If the user is moving to a new function or site, the losing site should move the user to the Imported Folder within the Verint organizational hierarchy.

The receiving site will then be able to place the user into the correct organization within the Verint Removals Retired, Resigned, etc. Seasonal Release and Extended Absence : When a user is released, on extended leave military, etc. When the individual returns, search for the individual by Termination Date range and remove the date from the field.

Deletions : The ability to delete users from the Verint BAAs should also review the system routinely to ensure the system is functioning normally. BAAs should periodically:. Review for contacts with screen. If there are no recent contacts with screen, this may be an indication of problems. As a general rule, 10 percent of contacts should have screen capture. Review for assistors with greater than 10 percent screen capture.

If assistors consistently have greater than 10 percent of screens recorded, contact the functional BOD representative to ensure screen capture is restored to system settings. If individual assistors receive more than 10 percent, the remaining staff will have reduced screen capture. Troubleshooting - No Screens - Follow the steps below before elevating the issue:.

A complete load of the Verint software will have the following three applications present: Desktop Resources Verint Playback Logger. Troubleshooting — No Recordings — Follow the steps below before elevating the issue:. Ensure the person is in a Leaf group Individuals must be at the team level for recordings to be visible. Triage the issue first. Confirm that the agent is defined in the platform and the software is installed on the workstation.

Please "cc" your BOD analyst. Software Packages — Verint When submitting a ticket to have the Verint Before opening the ticket however, check the folder to see if the Playback has been loaded to the workstation.

If it is there, reboot the computer to see if that resolves the installation issue. If the reboot does not work, please open a ticket with Local desktop to uninstall and reinstall software. If no software is installed, install software by going to Symantec portal Quality Management Failure to refine your results From time to time, there will be other situations that may require your support. Here are a few of the more common problems: Failed to refine results, check the address to ensure it is correct.

The address used to access Verint 15 was incorrect, Users may be able to access the system but will encounter various problems depending on the activity. Open a ticket only if the problem continues. If this does not clear up on its own within a few minutes, capture the server name and close out of Verint Attempt to seize a new server by deleting the browsing history for internet explorer before reestablishing access to Verint Perform periodic reviews of IDRS command code profiles with managers to ensure that employees have only those command codes that are required to complete their assigned duties.

Some or all of these functions may be assigned to someone other than the SA in some call sites as a collateral duty. Bargaining unit employees are not permitted to perform the security segment of IDRS security. In situations of threats received on the telephone i. Assistors should be advised to explain there is an emergency in the building and follow the call site procedure.

In most cases if this is a call back they should apologize and offer to return the call as soon as possible and then hang up. If this is an incoming call, they should apologize and request that the caller try again later or on another day and end the call. Recommended report : Aceyus IRS. Telephone Systems Analyst should perform a review of all teams within their function periodically to ensure that teams have a Primary Supervisor assigned.

Primary Supervisor. Telephone Systems Analyst should perform a review of all teams within their function at least quarterly to ensure that no Supervisor, Lead, or System Analyst profile exceeds the to 1 ratio of agents.

Recommended reports : Aceyus IRS. Teams and IRS. Telephone Systems Analyst should perform periodic reviews of the voice mail reports to ensure that agents and supervisors are retrieving messages timely. Such communications include conversation with customer service personnel and inquiries via verbal and keypad exchange with special computing platforms. Listed below are the major components of the Contact Call Center Environment:.

Peripheral Gateway PG : This is the part of the infrastructure performing distribution of taxpayer calls between resources Agents and VRUs within a call center. The call distribution process is interactive with a caller and driven by information provided by a caller via a telephone dial pad.

Before the caller can reach a particular peripheral gateway, a call is routed nation-wide by the ICM system. Peripheral Gateways are specialized servers that connect the call center to other call center resources. Computer Telephone Integration CTI, VRU : This segment represents a special purpose infrastructure built to provide integration between telephone-voice technology and computer-based applications.

It includes platforms incorporating two types of interfaces and translation between them: telephone interfaces, communicating analog voice and telephone signaling, and computer interfaces, communicating digital data. These platforms collect the necessary information to direct the caller to the appropriate resource.

The Internet Service Node ISN , a web-based platform, will collect caller information to determine the skill needed to handle the issue. The accumulation of telephone calls will be placed in a queue until delivery can be initiated to a resource like a phone representative.

The Enterprise Queue EQ allows work types e. In this manner the ICM platform can look at all IRS resources across the enterprise, as if they were part of a single, large agent pool for a single application. Calls are queued at the national level for distribution to the next available resource at any call site. Customer Voice Portal-Enterprise Queuing allows calls to queue in a central network location instead of at the individual call sites. The call is in queue for every agent group in the enterprise that can handle it.

Queuing calls at an enterprise level is a more efficient use of resources since it prevents calls from being "stuck" at one site, while there are resources available at another.

See additional information in IRM 3. Compliance Product Line Chart sites are designed to handle toll-free calls for a variety of compliance related customers. A list of product lines by business unit is shown in the table below. Callers may be prompted for account specific information, like their social security number SSN or employer identification number EIN to facilitate account look-up and routing.

Callers may also receive informational messages to answer common inquiries or provide general information while on hold. For a complete list of all the AM toll-free numbers, click on the following link; joc. The file has various levels of screen displays. It also contains an administrative file that is used at Headquarters' discretion. Changes to the parameter tables should be limited to the security analyst. Create and produce QMF reports for Windows based on the needs of the site to assist management with inventory control.

Any QMF Report can be requested to target specific inventories, teams, functions or units for expedite processing. ACS has the capability of generating management information reports at various levels. Management Reports are accessed through the Manager's Menu and can be viewed on the computer terminal upon command.

ACS call site management should use those reports which provide relevant data within their area of responsibility. While reviewing and analyzing reports, keep in mind that statistical data does not equate to quality of work being performed.

Statistics are only indicators of areas where a more in-depth evaluation may be required. Numerical indicators should be used to focus on potential areas for review. These reports may be printed on the ACS printer in the work area or overnight during batch processing, and include:. The following practices have been determined to be beneficial in the management of UCCE call sites:. When a problem exists within one of the systems, determine the following from the available information:.

JOC will frequently detect, report and initiate corrective actions concerning problems before the site becomes aware of the situation. The procedure provided below doesn't supersede any procedure currently in use. See the table below for the System Troubleshooting Guide. If still experiencing problems, contact CCSD. Low Volume When the caller, or you, have difficulty hearing the other due to low volume. Attach a copy of the Call Drop Incident Report.

If you are unable to connect to Aceyus, first check the log on the JOC Web page to see if there is an indication of a problem with Aceyus. These first two errors are problems with eWFM interacting with the operating system. Basically, the program is trying to write some information to memory and cannot.

This was resolved by expanding the memory allotted to Oracle for eWFM. For retrieving segments, eWFM will create some temporary files on the client to hold the data. This error could occur if the temporary file cannot be created, or there is some other problem with it. We thought this problem was resolved since it appeared to be a local issue in most cases.

Contact CCSD and get screen prints of both tabs on the error message dialog box. This is usually an oracle database error, but CCSD would need the information on the Advanced tab to be able to say for sure. There is no generic response for this condition. This is an Oracle connection problem. Updater is trying to connect to the database, and for some reason, cannot connect to the database.

Does this error only occur when saving large amounts of data, or more frequently? This can usually be corrected by stopping and restarting the Updater service. User may be duplicating the ID of either a terminated or inactive employee. This is a Terminal server issue that could be caused by any number of things. You would need to contact CCSD and provide additional information about the terminal server setup for the locations receiving this error. This is a message that indicates that a user is trying to create two trial schedule sets in the same Staff Group with the same name.

Within a Staff Group, it is not possible to have Trial Schedule sets with the same name. This error means that the user tried to save a segment code twice. These two errors result from the violation of segment entry rules.

These rules are set up in the Setup Editor. In the first case, it is saying a segment code that is in the WORK category must be contained within a container segment. This rule prevents an employee from having a work segment outside of their shift. The second says that a non-discretionary segment must fall within a container segment. Usually Break or Lunch would be non-discretionary segments. These errors indicate that someone is entering official segments incorrectly.

This occurs when someone attempts to save a general segment on a day that the employee already has a detail segment with the same segment code. The opposite is true. This occurs when there is a problem with the client connecting to the Oracle database. In most cases, this happens when someone leaves an inactive client open for a long period of time.

In that case, Oracle disconnects the idle session after a certain period of time, so when the user goes back to eWFM they get this error when trying to access the database. Plug the dead phone into the same network connection as a working contact center phone, while plugging the working phone into the network connection to which the dead phone was connected.

This step will help isolate whether the problem is with the phone or the network connection. If the phone does not come up on the good port, contact CCSD Operations prior to performing factory reset. Follow the steps below to successfully factory reset the Cisco phone.

If the call center phone MAC address is configured correctly in the call center manager, then the phone needs to be replaced. If it is, turn off the DND soft key. Check the tab that locks the headset cord into its port on the back of the phone. If it is broken off, it should be replaced with a new cord. Check to ensure you are typing the correct login information e. Check to ensure you have not locked your DS account.

If in doubt, utilize the Identity Management Suite to unlock the logon account. Check to ensure you have access to this program. If you are a new user, check your application access to ensure eWFM is in your profile. The server is overloaded and temporarily unable to respond to a login request. To log in, you will have to wait until enough users log off of RTA.

Take the necessary action to escalate the problem to contact the vendor's Customer Support Manager or other Management representative if the problem has not been resolved within the time frame provided by the vender. Click on the Request help link.

Click the Applications link. Select the General Software Issue radio button. In the Submit an Issue window. Add documents or files as needed, by clicking the Add File button. Click Submit at the top of the page. For recurring issues or issues that are taking an extended time to resolve more than 48 hours to resolve, cc: Michael P.

Lynch, Christopher S. Fuller, and Moriah Cardona. If you do not receive this notification within 2 business days, contact Michael P. Fuller, and Moriah Cardona to obtain the status of the ticket. Provide the open ticket number if it is available. Click "Search Incidents" in the drop-down menu. In the new screen that appears to the right, click the down arrow to the right of "Look For" and select "Interaction" for SD tickets and "Incident" for IM tickets.

The ticket information will display. You can click on the various tabs to view updates to your ticket. A list of priority tickets will show to the right.

Reports are extremely important to overall call site performance. You will track and archive everything that can be documented through a report.

Refer to IRM 1. Call Center reports are available for one or more time periods and include the following data elements:. Daily Workload by Team Report provides data on today's workload by team. See Exhibit 1. Teach List displays all actions entered on the terminal during a given day by employee. The list contains employee number, team assignments and name.

This is an inquiry only screen and none of its fields can be modified. Any changes to employee information must be made by an authorized manager in the Security Maintenance Screen. ACRM Weekly Production Report , accessed through Management Reports - RP00, provides management with information to monitor new cases, processed cases and the remaining balance of cases.

The Production report shows beginning and ending inventory balances for major categories of activity, which account for balance changes. From this information, management will be able to make policy decisions on utilization of resources, prioritization of taxpayer accounts and case load scheduling. This report allows management to access the collection system's effectiveness by reporting beginning and ending balances, receipts and dispositions.

It provides management with balance due amounts, recent account activity, installment agreement amounts, and IMF and BMF account balance totals. Aceyus is a browser-based software program that is used to view reports from a server collecting call and non-call activity. Reports may show real-time or historical system data. Aceyus also supports the creation or modification of personal reports based on existing templates.

Aceyus stores multiple fields of information about every call transaction in its database. Aceyus also stores information about non-call events, such as agents remaining in the Idle state and logon times. Reports can include historical or real-time data.

Historical data tells you about calls during a specific period. Real-time data tells you what agents are doing now; in other words, it is a snapshot of the current activity. Real-time data is typically updated in 15 second intervals. Reports may include printed tables and charts of call activity information on specific areas of the Call Distribution System.

Reports can be used to monitor the telephone system, agent skill group performance and agent performance data. In Aceyus, the IRS. STND folder stores templates for reports that can be filtered, edited and grouped to present data for your customized personal reports.

Views can be applied to your reports to present data with commonly used fields. Reports can be saved in your Personal folders. Only you can view the reports in your Personal folder. Planned telephone and adjustments inventory activities to meet the business goals according to the work plan. Appropriate change requests for employee updates i. The alarms fall into two main categories, schedule and activity. The schedule alarms are triggered when an employee is out of adherence with their eWFM schedule.

The activity alarms display the ICM telephone state. Thresholds can be customized to determine when an alarm is triggered i. The alarm summary report will only provide triggered alarms for time periods the RTA user is logged into the software, and the software maintains this historical data for a short period of time.

The default retention period in the software is seven days. As an alternative in eWFM version 8. A separate template is created for each call center. Consolidated templates are also created for each directorate and one including all AM call centers. These templates are used by the call centers, directorates, and BOD staff for training and workload allocations. The report is run the second Tuesday of each month and the TSA staff should review for accuracy each month.

Accounts Management has integrated a strategic end-to-end CCCFS initiative for its phone and adjustments inventory operations in all campus and remote call centers. Determine staffing requirements for single and multi-skilled staff groups based on organizational goals.

Provide JOC, BOD, and site management the ability to effectively plan and track employee activities and site performance in relation to the business goals. Evaluate the scheduling of employees to meet the staffing requirements, thus impacting the organizational goals. Establish a comprehensive process to plan, schedule and track resource delivery for telephone customer contacts.

Provide a detailed analysis of skills and tours of duty compared to customer demand to better plan hiring and training. Provide a centralized database for other employee information such as skills, workstation, tour of duty, etc.

Allocated site staffing requirements by staff group based on the business workload alignments and hours of operation. Intra-day tools displaying required, scheduled, and actual agents provided for each Enterprise staff group during half-hour intervals. External tools to analyze staff group requirements and scheduled activities to best plan the customer demand. The following table is a glossary of non-eWFM Terms.

This report will provide Half Hourly Actual staffing delivered compared to original and adjusted scheduled staffing requirements for Toll Free and ACS. The report is available by day, week, month, site, Director, BOD, Enterprise, planned application grouping and actual delivered agent grouping.

This sample is for all 26 sites. If this report is run for anything other than all 26 sites, an additional column would provide the time in half hour intervals for the displayed elements. In addition, if the report is requested for more than one day it will provide the beginning and ending dates.

Please click here for the text description of the image. The following chart gives the priority order for how a case was determined to be closed. If the entity is closed, then the module even if only one closed with the highest priority from the list is how the entity is determined to be closed.

Home IRM Part1 1. Part 1. Organization, Finance, and Management Chapter 4. Resource Guide for Managers Section Program Scope and Objectives. This IRM contains the guidance for the analysts to carry out these duties. Program Management and Review. Program Controls. Related Resources. Note: Not every position listed below may exist at each call center. System Staff Roles and Responsibilities. Note: Read and team meeting times should also be in accordance with the Customer Service Agreement guidelines.

Note: For those sites using the Matrix reporting tool, the responsibility of maintaining this tool with current data may be assigned to the System staff. Note: Aceyus will be the tool for real time and historical reporting.

Note: The assortment of reports required by each site will vary. Note: For those sites using the eLeave tool, the responsibility of maintaining this tool may be assigned to the System staff. Roles and Responsibilities for Compliance SAs.

Note: To the extent possible, it is recommended that primary and backup BAA tours of duty cover the site telephone hours of operation so they are available for support and troubleshooting. If the request is made via fax or email, the request must contain the following: Reason for request Date of contact Name or badge number of employee Site name Start time of contact Name of requestor Organization symbols Function Signature of requestor Date of request.

Note: If third party requests, only provide audio. Include the following information: 1. Recording file Located on the Aceyus Emergency Report 2.

Time stamp for the occurrence time of the call 5. Time stamp for the occurrence time of the call 6. Managerial Requests. Below are examples of valid requests: Employee disputes the Embedded Quality Review System document collection instrument EQRS DCI , meets with the manager with or without a representative and there is disagreement over the content of the contact Gross employee misconduct Evidence of potential criminal intent by the customer or employee.

Singular customer complaint "Just in case" requests. Download Approval. Downloading Verint Determine the relevant encryption options. Set the player to maximized view. Access the interaction you want to download. From the player, click Download Interaction. Record Keeping and Storage of Downloaded Contacts. Selective Retention in Verint Click Submit. Note: Clicking Save will not activate the Selective Retention feature.

You must Submit the form. Managing Users in Verint BAA Troubleshooting in Verint BAAs should periodically: Review for contacts with screen. Ensure SEID is showing under screens on the profile screen.

Ensure screens are checked under preferences. Systems Security Responsibilities. For security purposes, perform the following tasks: Prepare written instructions to users and conduct training to promote overall system security. Maintain on the parameter file system-wide records concerning security. Assure that profile change requests are appropriate and meet security criteria.

Monitor security reports. Inform management of continuing violations and provide appropriate documentation. Maintain appropriate records of security violations. Note: Some or all of these functions may be assigned to someone other than the SA in some call sites as a collateral duty.

Employee and Building Security Responsibilities. Notify JOC Monitoring room as soon as possible at the start and once the event is concluded. Primary Supervisor Telephone Systems Analyst should perform a review of all teams within their function at least quarterly to ensure that no Supervisor, Lead, or System Analyst profile exceeds the to 1 ratio of agents.

Listed below are the major components of the Contact Call Center Environment: Peripheral Gateway PG : This is the part of the infrastructure performing distribution of taxpayer calls between resources Agents and VRUs within a call center. Changes to these files can be made on line through the management menu item PM Work with ITS to prepare any necessary inventories of equipment located on the call site floor. Note: See IRM 1. Best Practices. Trouble Reporting Procedures. Example: Calls going to emergency.

Ensure the employee has one skill group assignment. Determine if the call was transferred to the application in error.

Check if agent is staffed in the proper agent group for handling the call. Check if agent has a team assignment. Determine if agent is configured to correct Peripheral Gateway PG. Test if telephone is in working condition. Check PG settings. Make sure headset connections are secure. Make sure the headset button on the phone is on. Have employee shut down and reboot PC. Check that the headset is plugged into the port with the picture of a headset.

Check the volume setting on the phone. The RTA server program is not running. RTA is using an incorrect IP address to connect to the server. Problem Resolution.

Determine the priority level of the problem. Contact the required vendor and coordinate resolution including site visitation if required.

Telephone Program Reports. Daily Workload by Team Report. Teach Reports. Employee List By Name Report. Weekly Production Report. Weekly Analysis of Balance Change. Aceyus Reports. There are several components to the employee database the sites must maintain including: Employee training and application readiness Current personnel changes i. Note: The alarm summary report will only provide triggered alarms for time periods the RTA user is logged into the software, and the software maintains this historical data for a short period of time.

Establish best practice Enterprise scheduling methods. Provide a detailed analysis of customer demand patterns to better manage seasonal workforce. Allocated site staffing requirements by staff group based on the business workload alignments and hours of operation Planned employee activities to deliver site requirements based on their skills and site workload Intra-day tools displaying required, scheduled, and actual agents provided for each Enterprise staff group during half-hour intervals Coordination with posted ETD site staffing requirements External tools to analyze staff group requirements and scheduled activities to best plan the customer demand.

Agent s Someone whose primary job is to handle customer contacts i. Agents by Peripheral Report grouping by peripheral Agents by Skill Group Report grouping by skill group Agents by Teams Report grouping by team or group of teams Alternate Staffing Group ASG Telephone call routing group of one or more primary applications that are generally prioritized equally to route calls to available agents based on the longest queue time Application Division of the Intelligent Call Manager ICM that identifies a specific type of call applications can be routed to either agent groups AG or alternate staff groups ASG for handling Application Server Hardware that contains the operating system, databases, and voice and call processing software Application Table Software configuration that displays the number and name of each application, the number of calls waiting and the number of agents currently talking in each application Attrition Loss of employees due to resignations, terminations, transfers to other jobs, etc.

Courtesy Disconnect Announcement played advising customer to call back later when sites are closed or when sites are unable to provide service due to high demand Current State Current status of each trunk i. Database Table Collection of similar records in the database Dynamic Route ICM resource that allows you to switch the resource referenced in a select step or interflow step of a CCT with a procedure eLeave Automated leave tool that calculates employee leave based on user-supplied inputs this tool incorporates information from various data sources Emergency Call Telephone call an agent receives that is of a threatening or harassing nature the call requires immediate attention of Management and the Systems Analyst.

Enterprise Service Collections of services, typically from several call centers while each individual service is tied to a specific peripheral, an enterprise service can span peripherals Enterprise Skill Group Collections of skill groups, typically from several call centers while each individual skill group is tied to a specific peripheral, an enterprise skill group can span peripherals Enterprise Telephone Database Warehouse ETD Web-based tool to provide staffing requirements in addition to other telephone data i.

This tool is available on the JOC web link. Formerly known as TRIS. Idle State Telephone state that indicates the agent is signed on, but is not accepting telephone calls Idle With Reason Code Predefined codes used by agents to indicate why they have placed themselves in an idle state read time, working inventory, training, lunch, etc.

Sites should refer to negotiated agreements for guidance on specific codes. Incoming Flash Incoming signal sent from the telephone where the call initiated, and sent to the system receiving the call the flash enables the system to transfer or forward the call using the same trunk. Instrument Cisco VoIP phone Intelligent Call Manager ICM Call-routing system that enables JOC to "fine tune" routing of a specific product-line based on the Business Rules provided by the BOD Interactive Voice Response IVR Telephone technology that informs the caller using a synthesized voice and allows the caller the option of choosing a number or voicing a request Joint Operation Center JOC Organization responsible for improving customer service by balancing call volume within product lines, increasing customer level access, reducing customer queue times, reducing the number of abandoned calls, and monitoring real-time call routing and staffing adherence the JOC strives to improve the reporting of business performance through automated data collection and consolidation of key performance metrics and trend analysis.

The JOC also strives to reduce queue time, abandoned calls, repeat-call attempts and transferred calls between contact center product lines and sites.

Media Ports Voice connections between the Application Server and Telephone Server Outgoing Flash Function allowing the system to send a flash when transferring the call out to clear the line for the next call Parameter Field Special database field that prompts for user-supplied values; uses parameter fields for report titles, record selection, sorting and a variety of other uses Peripheral Switch that receives calls that have been routed by the ICM Peripheral Service Service tied to a specific peripheral in the call center enterprise Peripheral services typically identify a required type of processing.

Peripheral Skill Group Skill group that is associated with a specific peripheral in the call center enterprise Potentiometer POT Rotary control used to make incremental adjustments i.