E-Learning Modules Rogers


E-Learning Modules

 

Watch and Learn Videos for Agents

 

Getting Started With Wisdom WFO

Watch immediately if you have good download speed
Watch MP4 Video   –  ( 7 minutes )

If your download speed is slow, then download the zip file and play locally
Download Zip File   –  ( 7 minutes )

 


 

Watch and Learn Videos for Managers & Supervisors

 

Getting Started Overview

This is a technology overview. This explains the principles of network level cross interval forecasting. Results from several case studies are presented. A cross section of software screen captures are shown to provide an overview of functionality.

Watch MP4 Video   –  ( 20 minutes )

 

Forecasting Training

Step by step training for how to preview and create forecasts including seasonalization, holiday effects, modifying forecasts, event based planning and copying forecasts.

Watch MP4 Video   –  ( 30 minutes )

 

Create Schedule Training

Step by step training for creating schedules.

Watch MP4 Video   –  ( 10 minutes )

 

Modify Schedules Training

Step by Step Training for using the schedule tune page, the one day grid and the seven day grid.

Watch MP4 Video   –  ( 30 minutes )

 

Advanced Meeting Scheduler

The Wisdom WFO meeting scheduler makes it easy to find the best time to schedule any number of attendees in a meeting. Select a date range, include or exclude times of day, Pick the meeting duration, specify organizational units (teams, sites, groups), add attendees and search. The meeting scheduler lists the top 100 times to schedule the meeting ranked by the number who can attend, and according to the highest scheduling buffer. This video shows planners how to schedule meetings, optimize break locations, search for meetings, add attendees, remove attendees, cancel meetings, lock, unlock and filter shifts.

Watch MP4 Video   –  ( 10 minutes )

 

Activity Allocation Part A

Allocating segments of off phone activities to a list of agents. Two different approaches are covered:

  • Specify segment length and number of segments
  • Percentage of time

Planners learn how to allocate activities to a date range and how to set-up recurring allocations that will apply to all future schedules at time of optimization.

This session also includes an overview of the three different activity allocation methods and when to use them.

Watch MP4 Video   –  ( 10 minutes )

 

Activity Allocation Part B

Section 1:
Using the Cross-Group activity helper to configure coordination between two groups. Automatically allocate work segments that tell agents in the source groups to help out the target group during periods when the first group is in surplus and the second group is in deficit.

Section 2:
Allocating segments of off phone activities to Groups and Skills. These allocations include two different allocation strategies (left to right vs best spot). Left to right is primarily for layers of paperwork with the highest priority work being performed first. Best spot targets the highest scheduling buffer and allows the planner to keep buffer in reserve for the next layer. This topic also covers four different methods of setting quotas:

  • Entire Day
  • Time of Day
  • Weekly Shifts
  • Daily Shifts

Section 3:
Layering Agent Specific allocations on top of those created in Sections 1 & 2

Watch MP4 Video   –  ( 20 minutes )

 

Wisdom BI And Reporting

Learn how to find the reports that interest you using the report search feature. Run reports. Pivot report fields. For advanced users, learn how to create new reports and modify existing ones.

Watch MP4 Video   –  ( 15 minutes )

 

Multi-Channel Forecasting & Scheduling

Learn how Wisdom WFO helps call centers to coordinate schedules across channels and across groups of agents with network level cross interval forecasting.

Watch MP4 Video   –  ( 10 minutes )

 


 

Interactive E-Learning Archives 2010

 

Module 1 – Basis Days and Forecasting

Start Module 1   –  ( 20 minutes )

 

Quiz for Module 1

Start Quiz 1   –  ( 15 minutes )

 


 

Interactive E-Learning Archives 2011 – 2012

 

Module 2 – Forecast, Plan and Schedule

Start Module 2   –  ( 20 minutes )

 

Module 3 – Schedule Tuning

Start Module 3   –  ( 20 minutes )

 

Module 4 – Leave Administration

Start Module 4   –  ( 20 minutes )

 

Module 5 – Shift Trades, Shift Offers & Shifts Wanted

Start Module 5   –  ( 15 minutes )

 

Module 6 English – Agent Training

Start Module 6   –  ( 15 minutes )

 

Module 7 Francais – Formation des Agents

Start Module 7   –  ( 30 minutes )

 

Module 8 – Recorded Agent Training Session

Start Module 8   –  ( 30 minutes )

 

Module 9 – Agent Punch Clock (Short Version)

Start Module 9   –  ( 7 minutes )

 

Module 9 – Agent Punch Clock (Long Version)

Start Module 9   –  ( 15 minutes )

 

Module 10 – Business Wisdom Reporting

Start Module 10   –  ( 15 minutes )