Workforce Management Interface Installation/User Manual 38DHB0002UKFD Issue 4 (18/07/2002)
Contents Contents Introduction ................................................................................................................................ 3 General .................................................................................................................................................. 3 Forecasting........................................................................................................................................ 3 Rostering ................................
Introduction General Introduction General Workforce Management Interface This application communicates with the Delta Server. It downloads call data at 15-minute intervals in order to calculate forecasting, rostering and scheduling of agent resources using third party applications. Workforce Management Interface allows integrated rostering, forecasting and scheduling systems to connect across the LAN to a comma separated variable (CSV) file containing a list of Contact Center related metrics.
Workforce Management Interface Installation Workforce Management Interface Installation This software is available on the INDeX applications General Release CD and can be installed on a client PC running Windows NT, Windows 2000, Windows 98 or Windows 95. 1. Close any applications that are running and disable any anti virus software. 2. Insert the INDeX Application CD in the CD drive. The auto run sequence executes the Installation wizard. 3. Click the Cancel button. 4.
Workforce Management Interface Starting the application Starting the application Before starting Workforce Management Interface, you must ensure the Delta Server is running. Workforce Management Interface is started by: 1. Click the Start button on the Windows taskbar. 2. Point to Programs, then to INDeX CCM. 3. Click Workforce Management Interface from the sub-menu. 4. From the Find Server screen select the required Delta Server, and then click Connect.
Workforce Management Interface Main Screen Connection This indicates the Delta Server PC that the Workforce Management Interface is currently connected to. System Message This indicates the status of the connection between the Delta Server and Workforce Management. If the link between the Delta Server and Workforce Management is disconnected then a screen appears allowing you to reconnect to the server. The Find Server screen appears to resume connection to the Delta Server.
Workforce Management Interface Main Screen Data Collection Every 15 minutes or on demand, the data is collected and a file is produced in the C:\Program Files\Avaya\IP400\CCC\BluePumpkinInterface\ACDLink directory. The file is saved as a CSV (Comma Separated Variable) file. The file format is: File Format example: ARI200002141330.csv Example of data in the CSV file: 0, Date: 20010510 0, Time: 13:45:00 1,0,0,0,9,0,0,0,0, . . 1,4750,44,0,73.07,44,68,0,9, . . 1,6999,0,0,0,0,0,0,0, 9,***End of Data***.
Index C CSV File......................................................................................................................................................................7 D Data Collection ...........................................................................................................................................................7 Data Format .............................................................................................................................................
