let's unleash Verint potential
June 14, 2023
let's unleash Verint potential
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
we are using Workforce Management for scheduling and forecasting purposes. we also have omnichannel integration however the implementation was never fully completed. The business problem we have right now are regarding a range of topics:
- Inbound FTE per interval are not consistent; different interval during the day are showing different FTE requirement. Despite meeting with the support team, we were not able to gather a solution or a concrete explanation why FTE requirements per interval are inconsistent with the same metric.
- we do not have the possibility to have attrition by interval;
- When importing data (exceptions), when an error occurs, we do not have an explanation of what is wrong with our imported data.
- when we have special request from supervisor to adjust special hours Business hours/skill for an agent it requires manual entry in Monet
- the metric report does not give detail information, just volume , we are not able to slice and dice data and cross the result with scheduling.
- Inbound FTE per interval are not consistent; different interval during the day are showing different FTE requirement. Despite meeting with the support team, we were not able to gather a solution or a concrete explanation why FTE requirements per interval are inconsistent with the same metric.
- we do not have the possibility to have attrition by interval;
- When importing data (exceptions), when an error occurs, we do not have an explanation of what is wrong with our imported data.
- when we have special request from supervisor to adjust special hours Business hours/skill for an agent it requires manual entry in Monet
- the metric report does not give detail information, just volume , we are not able to slice and dice data and cross the result with scheduling.
- agent portal
- alerts for break lunch
- RTA
- Reporting metric
- error message guidance
- imported data
- missing intermediate role in Monet to enter exception
- RT indicators and alert (pop op) for SL / adherence
- improved adherence
- tracking AHT overall
- difficulties managing / tracking overtime
Do you think Verint Workforce Management delivers good value for the price?
Not sure
Are you happy with Verint Workforce Management's feature set?
No
Did Verint Workforce Management live up to sales and marketing promises?
No
Did implementation of Verint Workforce Management go as expected?
No
Would you buy Verint Workforce Management again?
Yes
yes and no
Forecast if working fine , however FTE requirement by interval is an issue.
Hours report is also exception based , if you miss an exception, your report is not accurate ; status report should communicate with the hours report to have more accurate results
Forecast if working fine , however FTE requirement by interval is an issue.
Hours report is also exception based , if you miss an exception, your report is not accurate ; status report should communicate with the hours report to have more accurate results