New level of flexibility
Holistic control of communication channels
Up to now, DOCS have been treated more or less like calls when it comes to planning and control. It was tacitly neglected that the processing times of DOCS vary greatly and that the formation of overarching mean values is actually prohibited. Documents with processing times of 3 minutes were summarized as 30-minute documents.
In addition, the most important planning component for DOCS in the automated WFM processes must be completely ignored: the patience of the DOCS during processing. In contrast to calls, the waiting loop is known for each individual document until when processing should be completed. In contrast to calls, the component of “abandonment” can and must be taken into account. While a “patient” call cannot be assigned a different position in the queue using efficient means, this is generally possible with DOCS. With opcycDOCS, opcycWFM has a new optional module for planning and controlling back-office processes. From now on, DOCS (letter, e-mail, fax) can be integrated into your company’s WFM processes in both planning and control.
The most important features
This innovative module creates DOC sets based on service level, skill, priority and AHT, using intelligent algorithms from service and queuing theory.
- Creates DOC sets from the Service Level, Skill, Priority and AHT parameters
- Condition: =SVL, =Skill, =Prio, ±10%-AHT
- Intelligent creation of DOC sets from the existing mailbox structure
- Connection to the document management system
- Use of the "leave it lying around" option
- Uses adaptation of algorithms from operating/waiting queue theory
Your advantages at a glance
Get a clear insight into open and processed quantities as well as a well-founded projection of the current planning balance. With the flexibility to implement daily requirements such as changes in priorities immediately, opcycDOCS enables dynamic replanning.
- Information on open and processed quantities
- Extrapolation (balance sheet) of current planning
- Rescheduling according to daily requirements (e.g. change of priorities)
- Processing priorities 0-10
- Possibility to place a set above all other priorities (Fastlane)
- Simulation of result achievement for rescheduling
Screenshots
Do you have any questions?
Workforce Management - Glossary
opcycWFM in action
Select the appropriate demo format
Whether you prefer a quick overview or an individual, in-depth consultation – we offer the right demo format for your needs.
- On-demand product demo:
- Available at any time, without direct contact with a customer advisor
- OKI, our digital guide, takes you through the core functions in 15 minutes
- Exclusive product demo:
- Individually tailored to your requirements
- Personal advice and best practices
