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WFM Tool A view of the weekly and intra-day reports of agent schedules…
WFM Tool
A view of the
weekly
and
intra-day
reports of agent schedules
Who needs to use this tool?
Managers
Supervisors :check:
Agents
BA
CCA
CSR
ACSRs
Workforce Management Personnel
Alex's Team
John's Team
Chelsea's Team?
What is the Impact
to the business?
What problems are
they trying to solve?
What will it do for them?
Why do they
want to use it?
Is there an
OKR
?
Let's make an OKR for this (Quarterly)
When do they need this?
Do we understand
the full scope?
How big is this?
1 squad of 5 people for 4-6 months
Is this a project?
It is a band-aid to the Genesys WFM tool,
a follow on to the Genesys project
Vetting it with the Customer
User Acceptance Testing
(All user types)
Demos of the working system
Acceptance
Design review and Acceptance
What research is left to be done? >> Not much at present - copy the reports that Alex showed Todd
Authorization
Read Only for Supervisors (at this time)
Maybe future edit rights
What level of visibility should each role have?
All Schedules and all agents (at present)
*How should each of these teams interface with the tool?
Who's schedules should they see?*