Verint Workforce Management

Time off scheduling is easy and automated!

Adherence is easy to view and manage.

Forecasting and scheduling are made easy using Verint.

Automated alerts when users have exceeded their allotted lunch time in minutes.

Workforce scheduling

Workforce management and forecasting

Headcount and budget tracking

Adherence to schedules

Overtime calculations automated using the time record, actuals, and schedules

Tactical and Strategic forecasts using one run forecast

Data marts

Flexible scheduling rules with some automation of schedules

adherence tracking

request management

generating schedules

low volume queue forecasting

reporting

shift bids

Loads and moves quickly between modes

Accurate forecasting based on historical data

Accurate headcount of employee schedules

The potential of crashing

Some of the functionality is limited

WFM

Schedule

Forecast

Telephony

In my opinion, UI lacks intuitive design and foundation

Reduce staffing gaps

Access to reports

Forecast tool has graphical displays.

Many options for scheduling

Menu is easily to utilize

help menu

loading screens, bugs, glitches

simpler base scheduling system

manage schedules

organizing

communication

a lot of areas to navigate through

information overload

I would have to say probably the thing that the associates like the most about it is the ease of use. Number one, it has a mobile application as well, so we haven't turned that on yet, but they're all looking forward to it. But they can schedule in real-time vacation requests, overtime requests, and get an immediate denial or approval. So the associates really like that.

I would have to say from a data and analytics aspect, room for improvement would be on the reporting side. The reports are easily digestible. They're either HTML or CSS formatted and you can't really pull them into a larger database. So that would be the only area of improvement I see.

I think the voice recording is pretty well because we can look back through a conversation with a customer and see how it was transcribed and get the information we need. It also does a good job of, let's say we're talking to a customer and they start giving personal information that shouldn't be recorded. It does a good job of not taking that information in. So I think that's very cool.

Personally, I think it might be able to do a better job at alerting, but that could be my knowledge and not really the product. We're actually going to be working some knowledge transfer with one of your companies to better train us on the product and to make sure we're using it to its full capabilities.

They do a really good job of taking all of the factors like when people want to work, what skills do they have, what time do they prefer to work, and blending that all together with the requirements that we have from their customers and creating schedules for that to make it fit and optimize the fit of the number of people working versus the number of people that need to work.

So on the workforce management side, the biggest glaring error, well not error, but something they could definitely improve on is they do schedule preferences by week. In Europe, they don't work by week, they work by month. So one area they could definitely improve on is to be able to do schedule prefacing on a monthly basis.

For one, from a user standpoint, for me to look at what an agent does on a day, the way they break down the different states is really good. How it breaks it down by interval, whether it be 15 minutes, 30 minutes, or a full day, the way visually it looks is really, really good. Another thing is doing mass scheduling. Scheduling big groups of people, like hundreds of schedules as opposed to doing them one at a time. Putting the breaks and lunches, the optimization, it does really well. Wow! For someone like a novice to come in and not have much background in the industry and have to show them how it works. It's pretty straightforward. So a lot of people, they catch on quickly with it.

I guess the ability to gather data as far as specifics that we need in our industry, and I'm only speaking of our group being able to see average channel time shrinkage in a real-time state. I think that's probably where it comes through as we need more robust technology on it, because right now in the version that we're using, we don't really see it in real-time. We kind of get it afterwards, maybe 15 minutes, 30 minutes later.

Adherence

Avg Handle Time

End of call time off.

Easier to pull multiple areas of data.

AI

Forecasting and Scheduling

Request Management is user friendly for agents

The "special days" function leaves room for error, the black out day function from previous version was preferred

Loss of the adherence screen

Latency and log in error is still occurring

unresolved PTO issues, with no reason given why PTO approves over threshold when all settings are correct

Forecasting

DPA

Scheduling

PTO pools

Reporting

Love the Queue Analytics view of intraday performance

Love the QuickView into agent state and adherence

Request management offers tremendous flexibility in setting time off parameters

The audit log is quite cumbersome. Hoping that in the future enhancements will be made to provide better insight of who did what and when. This would be very useful to Verint customers to assist in staff training.

Web Based

Easy Addition

Simple Adapter Connections

Forecasting

Reporting API's

Payroll integrations

Tracks the metrics of agents in a meaningful manner

Provides a useful tool for forecasting and customizing our forecasts.

Helps us to create schedules that are beneficial to our agents

Set up of some features are not always the most intuitive.

Documentation sometimes is not as detailed as I would like.

Menus in reporting and in various modules are tiny and not always easily modified.

To read drop down lists, sometimes you must scroll back a forth to read which item you need.

Family Feeling with support and consultation

Strong analytics

Understands the value of data-driven decision making

leading edge tech

great partners

Would like to see easier connections to other platforms

queues

dashboards

self service capabilities

unlimited licences

we need some addittional metrics

recoemndations on how to improve kpis (ai)

call volume visualization

shift bids

schedule creation

Forecasting for tech support call volume

Forecasting for billing question call volume

Imports of external data that may affect call volume.

Forecasting. We are regularly 97% - 99% accurate on our forecasts.

Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance.

Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model.

Adherence Graphs & DPA - The adherence graphs that show DPA data isn't entirely accurate based on how the system calculates different idle states. The system will look at each 15 minute interval and use the state that consumed the most time in that 15 minute interval.

Schedule creator - Sometime when you ask the system to generate multiple schedules, it doesn't always follow the rules that you set which ends up generating schedules that are not usable.

Forecasting to the service level vs. ASA. We have found that trying to forecast to an ASA is not as accurate as forecasting to the service level.

Scheduling

Editing schedules

publishing schedules

Could be more user friendly on how to edit shifts that are already established

easier Shift swaps

Determine effective schedules

Help managers stay abreast of what;s going on with the calls at any given time

Helps determine if overtime is needed

Help identify which agents are in office and which are at home

Load Interactions

Bringing back the pulse screen

updating the forecasting screen

Verint call recording

Verint screen recording

quality monitoring

looking to have more tools available on log analysis

probably more reports in web interface