Workforce Optimization Enhancements

New Analyzer Language Models

Interaction Analyzer now includes a French (European) language model, which allows keyword spotting in French.

It now also includes Japanese and Spanish (European) language models for keyword spotting in those languages, but those models are currently only available as part of the beta program.

Improved Analyzer Accuracy

Interaction Analyzer has an improved keyword detection accuracy rate and a decreased false identification rate using a new Linear Discriminant Analysis (LDA) model. As of this release, the following languages are supported under the new LDA model: German, UK English, US English, Dutch, Polish, Brazilian Portuguese, and Turkish.

Remote Content Server (RCS) Regionalization

Interaction Recorder now provides optional settings for the RCS to set regional locations in Interaction Administrator.

A new option allows for the dedication of an RCS for screen or media recording.

RCS location fallback rules now provide more intelligence to the RCS bidding process. When the IRServer receives the new set of fallback rules, it can determine the set of RCS candidates and perform a round-robin type of load balancing for the selected RCSs in those regions. Interaction Recorder Server considers the amount of free space on each RCS. If the amount of free space on an RCS is below the minimum (5 GB), then that RCS is excluded from the round-robin selection. However, if every RCS in the region is below the minimum, then Interaction Recorder Server selects the RCS with the most available free space.

Optimizer Time-off Planning for Administrators

The time-off planning feature enables the automated approval of agent time-off requests, which were previously manually approved by the administrator. Approvals are based on a time-off coverage group’s allocation of time for a specific activity code, and an agent’s allotment of time off. Optimizer automatically approves time-off requests submitted by agents if both balances are positive, and it declines or wait-lists time-off requests if one or both balances are negative.   

Optimizer uses time-off accrual rates to determine the allowable time-off for each agent during all of the active time-off plans for an activity code or codes. An agent’s accrual balance increases automatically based on the agent’s reference date and the accrual rates that apply to the activity code or codes. 

Interaction Optimizer Automated Approvals

Interaction Optimizer uses time-off allotment amounts to determine the amount of time available within a time-off coverage group. Allotments are configurable by the administrator, and are based on a representative schedule week and the predicted staffing levels within the coverage group. Other means of modifying allotment amounts include manual adjustments, setting allotment caps, clearing allotment caps, and setting allotments to a percentage of the predicted staff. Within each plan, administrators can monitor various time-off metrics, such as time-off remaining, allotment remaining, and approved time off.

Interaction Optimizer Time-off Metrics

Optimizer Schedule Adherence and Conformance Reports

Interaction Reporter includes two new Interaction Optimizer reports: Schedule Adherence and Conformance Summary, and Schedule Adherence and Conformance Detail. These reports replace the existing schedule adherence report and include various improvements, such as ease of use and the addition of a schedule conformance metric. Schedule adherence measures the amount of time an agent follows his or her schedule related to the correct time of an event. Schedule conformance measures the percentage of time that an agent follows his or her schedule related to the amount of time of an event.   

The Schedule Adherence and Conformance Summary report displays daily totals for both adherence and conformance, in both grid and graphical format. 

Schedule Adherence and Conformance Summary Report

The Schedule Adherence and Conformance Detail report displays detailed data for each day, and identifies each out-of-adherence event.

Schedule Adherence and Conformance Detail Report