Aspect Workforce Management Configuration Training Course
The Aspect Workforce Management Configuration Training is designed to provide workforce planning professionals with the knowledge and skills needed to effectively configure and manage Aspect Workforce Management (WFM) software. This comprehensive course covers essential configuration activities, enabling participants to optimise their workforce management processes and improve operational efficiency.
By the end of the course, participants will be equipped with the essential skills and knowledge to effectively configure and manage Aspect Workforce Management, ensuring their contact centre operations run effectively and efficiently.
Other courses:
LOCATION: ONLINE or ONSITE
COURSE DURATION: 3 DAYS
What You Will Learn:
Participants in the Aspect Workforce Management Configuration Training will gain:
- A thorough understanding of the Aspect WFM interface and navigation.
- Skills to create and manage segment definitions and categories.
- Knowledge to configure employee records, groups, and extra fields.
- Expertise in setting up open hours, threshold sets, and forecast & staff groups.
- Proficiency in creating states, perspectives, and superstates.
- The ability to design and create routing sets for effective workforce planning.
Course Outline
Module 1: Navigation and Interface Overview
- Understand Alvaria WF Workflow
- Identify how to navigate Alvaria WF effectively
Module 2: Scheduling Configuration Activities
- Define Segments, States, Perspectives, and Superstates
- Identify the 3 segment categories and their purpose.
- Create & rank segments for best-fit.
Module 3: Employee & Organisational Management
- Create organisational hierarchies.
- Generate employee records and their relevant information.
- Add and update custom employee fields.
Module 4: Forecasting Configuration
- Define forecast & staff groups.
- Build the required inputs to create best-fit forecast & staff groups.
- Describe single-skilled and multi-skilled routing sets.
- Design and build a routing set.
- Analyse the benefits and the right conditions to use multi-skill routing set configuration.
Module 5: Data Capture Configuration
- Define the actual data workflow from an ACD or other source into Alvaria WF.
- Configure contact and agent data groups.
