AWO Workforce Management
The AWO Portal brings you the new generation workforce management technologies in an integrated environment for managing data, developing workforce plans with unsurpassed accuracy and efficiency, and empowering your agents. It provides extensive “What-If” analysis capabilities for each planning step that facilitate the evaluation of alternative scenarios.
The AWO Portal: Core is also integrated with the AWO Performance Optimizer, and Agent/Supervisor Workstation.
Learn more about AWO’s new generation workforce management technologies:
Forecaster uses the new generation patent-pending statistical forecasting methodologies including the most advanced time-series forecasting methods such as Box-Jenkins ARIMA, Exponential Smoothing (over 10 versions), Dynamic Regression, and our properitary artificial intelligence technologies to provide unsurpassed forecast accuracy and ease of use in predicting future contact volumes and handling time.
Concurrent Optimal Scheduler uses ac2’s patent-pending new generation concurrent schedule optimization technologies to schedule agents optimally to meet the service level targets while maximizing schedule efficiency. The concurrent optimal scheduling technology optimizes schedules simultaneously to determine the best work/off days, daily start and end times, daily coffee and lunch breaks for your agents together to meet your service level objectives and minimize costs.
Multi-skill, Multi-site, Multimedia capabilities provided by the AWO Portal help you develop accurate and efficient plans, and optimize the performance of your multi-skilled agents, multi-site and multimedia contact centers. Forecasts for phone, email, fax, web chat, etc. can be generated at both the site and enterprise levels, and multi-skilled agents located at multiple sites are concurrently scheduled to meet targeted service levels.
Multi-criteria Schedule Manager assigns agents to schedules. Agents may be scheduled based on their preferences or availabilities, or through a bidding process.
Multi-Criteria Vacation Planner manages the vacation scheduling process. It allows agents to bid for vacation periods by entering their preferences, and managers to enter one or more criteria for vacation planning. The AWO Vacation Planner uses AWO’s multi-criteria optimization technology to maximize fairness in assigning vacation slots.
Agent Lifestyle Self-Management is important to improve agent morale and job satisfaction and to minimize costs. Schedules meeting agent lifestyle needs are found to be one of the morale boosters listed in many employee surveys. The AWO Optimal Scheduler generates optimal schedules consistent with agents’ preferences while meeting the centers’ performance targets. The AWO Agent Workstation provides comprehensive agent lifestyle support capabilities for agents to manage their time and activities both at work and off work.
Integrated Strategic Planner provides an integrated planning module that uses the same new generation forecasting and concurrent optimal scheduling technologies as the AWO Forecaster and Optimal Scheduler. It provides comprehensive hiring and training information with budget projections by location, work patterns (e.g. full time 4×10, 5×8, part time, 4×5, 5×6), and skill requirements. Constraints involved in strategic planning may include limits on budget, resource levels, full-time/part-time agent numbers, and other factors.
