Aspect Via Platform SELF-GUIDED TOUR · Persona Objectives Agents: Ability to see Key Performance...
Transcript of Aspect Via Platform SELF-GUIDED TOUR · Persona Objectives Agents: Ability to see Key Performance...
1©2020 Aspect Software, Inc. All rights reserved
Aspect Via® PlatformSELF-GUIDED TOUR
Activity D: Performance ManagementAspect Via® Performance Management™
©2020 Aspect Software, Inc. All rights reserved
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Self-Guided Tour | Activity DAspect Via® Performance Management™
Persona Objectives Agents:Ability to see Key Performance Indicators, coaching & gamification contests in a seamless single interface.
Team Leads:Provide analytics and coaching for their respective teams assign coaching and awards
Day D ObjectivesPerformance Management -Understand the basic functionality and capabilities
AGENT 1Jen B
LEAD 1Stan L
LEAD 2Barb C
AGENT 2Sue R
Activities:Activity engage within their dashboards to view their KPI.Go through a coaching session/ gamification session.
AGEN
T AC
TIVI
TIES
LEAD
ACT
IVIT
IES
Activities:Monitor metrics; perform analytics viewing their team’s data. Provide coaching, create gamification contests.
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Aspect Via® Performance Management™ is a high-performance contact center management and reporting tool that allows you to collect, correlate and display information relevant to agents, supervisors and managers.
It will help to provide crucial insights to the management team to compare individual and group performance vs. goals, displaying accessible scorecards to manage quality interactions, configurable dashboards and even custom report generation. These tools tie together all the data needed to effectively manage your contact center.
ACTIVITY A©2020 Aspect Software, Inc. All rights reserved
SIGN ON INFORMATION
If you require a refresher on how to sign in, please refer back to Activity A by clicking HERE.
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
The Situation
Very Important Accounts is serious about customer service and knows that proactively self-monitoring is a key to maintaining their best of the best status in the industry.
In this 1st task the Agents will navigate to the Workforce Management Dashboard and learn about widgets.
OBJECTIVE | Understand the Workforce Management Dashboard
Very Important Accounts, Inc.
Established 1997Headquartered in Phoenix, ArizonaWe are not just passionate account managers of trusted accounts, but everything else that goes with a full and rewarding accountholder experience. We offer a selection of premium financial and accounting services from personal checking accounts to business tax filings.
We make sure everything we do is committed to the highest quality of services by engaging with our customers and communities.
WE DO BUSINESS RESPONSIBLY
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 1 | Step-By-Step
From the Aspect Via User Experience find the Workforce Optimization desktop widget and double click it
AGENT 1Jen B
AGENT 2Sue R
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 1 | Step-By-StepAGENT 1
Jen B
AGENT 2Sue R
This is the Workforce Management dashboard; you’ll find a range of widgets that the agent can interact with
This dashboard can be configurable with various widgets, including a framework to allow for custom widgets
Let’s get acquainted with some out of the box widgets available
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 1 | Step-By-StepAGENT 1
Jen B
AGENT 2Sue R
A
A. ScheduleB. Request ViewerC. Schedule TasksD. Personal PTO
AccountE. Gamification
ChallengesF. Customer Service
ScoreG. Coaching
Assignments
B CD
E F G
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
The next few tasks will require Team Lead access, please sign in as Stan L or Barb C.
Activity DTASK 1 – Individual Performance
COMPLETENOTE: Repeat Task 1 until you feel comfortable with the widget framework. If there are multiple people sharing the Agent logins, allow other to log in and give it a try. Remember only 1 person can be signed in as a user at a time.
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
The Situation
Very Important Accounts is serious about customer service and knows that maintaining top talent and measuring ability and compliance is key to maintaining their best of the best status in the industry.
In the 2nd task the Team Leads will navigate to the agent dashboard, change the time, view and drill into the data associated. Where identified you will assign coaching and awards
OBJECTIVE | Understand how to navigate the agent scorecardIdentify an under performing Agent and assign CoachingIdentify a high performing Agent and assign an AwardDrill into a dashboard metricReview coaching assignments and add comments
Very Important Accounts, Inc.
Established 1997Headquartered in Phoenix, ArizonaWe are not just passionate account managers of trusted accounts, but everything else that goes with a full and rewarding accountholder experience. We offer a selection of premium financial and accounting services from personal checking accounts to business tax filings.
We make sure everything we do is committed to the highest quality of services by engaging with our customers and communities.
WE DO BUSINESS RESPONSIBLY
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
From the Team Lead Dashboard
Double Click on the Workforce Optimization Widget
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
From Workforce Optimization Dashboard
Click on Performance then Agent Scorecard
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
Your scorecard will display with a default view of metrics by your team. You will see a listing of your metrics with each team member below
You have three different views to toggle the scorecard by selecting the options from the drop-down box located at the top right hand of the scorecard
1. The first is the default.2. The second views the scorecard by agent by metrics. This is useful when you are coaching a specific agent and want to look just at the
individual’s data. 3. The third view is tabular which maps the data in a quartile view to see your respective team members in sets of four based on each
metric. You can sort and filter the data within this view. Select each of the three views to see how the data is changed within the scorecard. Go back to the Metric View once you have click each of the three views.
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
Lets change the time period for the scorecard
1. Click on the selection boxes at the top of the screen. 2. Click from Month to Year, then in the drop down next to it select YEAR. The data on the scorecard will change to year
to date. This is the mechanism for changing time period and data display within the scorecard.
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
Lets change see a graph view of the agent scorecard – Click on the GRAPH ICON
To graph your data, you can either select the graph icon at the top of the screen or by using the cog wheel to the far right of each metric. The graph at the top of the screen will graph all the metrics on the scorecard, the cog wheel will just graph the selected metric
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
Lets see individual agent metrics. Click on the blue arrow to the left of Compliance Time %
This will expand your team
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
1. Identify an agent that needs coaching 2. Select the cog wheel, you will see your
four options 3. Select the Assign Coaching
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-StepThe Create Coaching Assignment window will appear
The agent selected should already be selected and the Action list should have an AHT 1-1 Action
Select the AHT by clicking on the right
Add some comments to the coaching action and click SAVE
This will assign a coaching assignment to the selected agent and you will see it reflective in your coaching widget discussed after reports
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
1. Identify a high performing Agent2. Select the cog wheel, you will see your
four options 3. Select the Assign Award
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-StepThe Create Award window will appear
The agent selected should already be selected and the Action list should have two options Best Award and Trophy
Select that Trophy, the icon for the award and the number of points will appear at the bottom of the screen
Click SAVE, this will assign an award to the selected agent and you will see it reflective in your gamification widget (More on that in a moment)
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
Go back to the main dashboard by clicking “Dashboard”, you will find this in your navigation options on the top left corner of the screen
Another option within the dashboard is drill through capability to see more detailed data for a specific metric
Click on the Average Quality Score big number widget
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
This will open up The Quality By Template report. You will see a pivot table and a graph displayed. Within the pivot table you can navigate the data by expanding each respective dimension. In navigating the dimensions, you have two options: Drilldown the default and Expansion (these icons are located at the top of each report). The drill down option as you select a dimension member it only displays the current selected member and any children members. The expansion keeps all members of the respective dimension and provides totals for each level in the dimension.
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
Once you get the report to the detail desired, you can export to excel or PDF
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
Go back to the main dashboard
The Coaching Widget (the one with the 4 color circles) allows you to visually see if you have any unread coaching actions, any completed actions, or any late coaching actions
If you assigned a coaching action within the scorecard you should see at least a 1 in the Unread icon
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
You will see two tabs: Team Actions and Team History. Team actions will show you any coaching that requires your signoff or comments or being worked through by your team. Team History will show previous coaching actions that you have completed. The cog wheel to the left of the coaching will allow you to edit the item, view history, cancel the coaching or add a comment.Click on the left arrow on one you just created.
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 2 | Step-By-Step
You should see your comments
Once the agent has completed it you will need to sign-off that it was completed
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Activity DTASK 2 – Agent Scorecard
COMPLETENOTE: Repeat each until you feel comfortable with the end to end navigation. Make sure you have added and reviewed coaching comments. Ask an agent to add a comment to an assignment.
We will continue with the Team Lead personas. The agents can be logged in and benefit from the activities the Team Leads are performing. Remember if you get stuck, your Tour Guide is available to help you – they can even show you the Admin experience if desired.
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
The Situation
Very Important Accounts is serious about customer service and knows that maintaining top talent and measuring ability and compliance is key to maintaining their best of the best status in the industry.
In the 3rd task the Team Leads will navigate to the performance management dashboard and the custom reporting to drill into the detail on the Agent Park / Not Ready metrics
OBJECTIVE | Get a clear understanding of the metrics around Agent Park / Not ready, including the root cause.
Very Important Accounts, Inc.
Established 1997Headquartered in Phoenix, ArizonaWe are not just passionate account managers of trusted accounts, but everything else that goes with a full and rewarding accountholder experience. We offer a selection of premium financial and accounting services from personal checking accounts to business tax filings.
We make sure everything we do is committed to the highest quality of services by engaging with our customers and communities.
WE DO BUSINESS RESPONSIBLY
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-Step
From the Team Lead Dashboard
Double Click on the Workforce Optimization Widget
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-StepYou will be routed to the Workforce Optimization Dashboard where you will see a high-level view of the agents you are responsible for.You can filter and rank team members or view the data as the whole team. From here you can assign coaching engagements, or even distribute rewards based on the agent 's performance.
Click on the PERFORMANCE TAB
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-Step
This will reveal the dropdown where you can do things like coaching assignments, coaching impact, and create forms, create challenges and grant awards
You can also access custom reports from this dropdown
Click on the AGENT NOT READY/PARK report
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-Step
What you see here is a view of ALL AGENTS in the Organization in the Not Ready / Park Mode
You will use the pivot tools to isolate the date you are looking to report
Click on ALL ORGANIZATION
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-Step
You will notice the ALL TEAMS in the WFM – ViaSGT is now the filter for our report
Lets drill deeper
Click to expand WFM - ViaSGT
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-Step
We now have a view of the Blue Team
Let’s keep drilling down
Click to expand ALL AGENTS
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-Step
Now you have a look at ALL AGENTS on your team
This will give you detail on Not Ready / Park Actuals, but let’s get to the root cause
Click to expand ALL AGENTS NOT READY STATUS
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Task 3 | Step-By-Step
You can easily assess the majority of the Park / Not Ready is due to Agent Breaks
With a small amount of time being initial log in and issues with the phone
LEAD 1Stan L
LEAD 2Barb C
ACTIVITY D©2020 Aspect Software, Inc. All rights reserved
Activity D TASK 3 – Team Lead Performance
Management Views
COMPLETE
NOTE: Repeat Task 2 until you feel comfortable with the end to end navigation. You can drill into other reports. If you need assistance with the reporting, please reach out to your Tour Guide and we will have a Performance Management Expert jump in with you.
Activity D | What we covered: 1. How to evaluate voice, SMS, & web interactions as an agent2. How to evaluate voice, SMS, & web interactions as a Team Lead3. How to assign a coaching assignment 4. How to view and recognize agent not ready and park statuses to assess productivity
WRAP UP | Summary