Workforce management Real Time Analyst

Workforce management Real Time Analyst, available at $19.99, has an average rating of 3.05, with 18 lectures, based on 198 reviews, and has 488 subscribers.

You will learn about How to work as an Intraday Traffic in Workforce management This course is ideal for individuals who are call center employees It is particularly useful for call center employees.

Enroll now: Workforce management Real Time Analyst

Summary

Title: Workforce management Real Time Analyst

Price: $19.99

Average Rating: 3.05

Number of Lectures: 18

Number of Published Lectures: 18

Number of Curriculum Items: 18

Number of Published Curriculum Objects: 18

Original Price: $19.99

Quality Status: approved

Status: Live

What You Will Learn

How to work as an Intraday Traffic in Workforce management

Who Should Attend

call center employees

Target Audiences

call center employees

Learn what are the duties of a Real Time Analyst with the Workforce Management department and learn how to control Queues, generate reports and interpret Intervals, also you will be able to know what are the most common reports that are generated.

Key concepts:

Master the key performance indicators to effectively managing staffing
Create professional excel service level reports for supervisors and operations managers
Control the queue effectively to increase productivity
Coding the exceptions correctly and in a timely manner
Bypass all the theory and learn what a Real time analyst does on a daily basis!

Course Curriculum

Chapter 1: KPIs Essentials in WFM

Lecture 1: Introduction to KPIs

Chapter 2: SERVICE LEVEL INTERPRETATION

Lecture 1: SERVICE LEVEL REPORT AND ERLANG C CALCULATOR

Chapter 3: Workforce Management

Lecture 1: what is Workforce Management

Chapter 4: INTRADAY TRAFFIC DUTIES

Lecture 1: You will learn all the Intraday Traffic activities and duties

Lecture 2: Requirements and skills like MS excel, IEX and Avaya Cms and more

Lecture 3: INTERVAL ANALYSIS REFERRED TO EXPLAIN WHEN AN INTERVAL IS LOST.

Chapter 5: ERLANG C

Lecture 1: LEARN THE INPUTS FOR AN ERLANG C FORMULA AND THE OUTPUT

Chapter 6: SKILLS

Lecture 1: HOW SKILLS ARE CREATED AND CATEGORIZE INTO THE IEX SYSTEM

Chapter 7: MANAGEMENT UNITS OR SITES

Lecture 1: MANAGEMENT UNITS OR SITES ARE NECESSARY FOR ORGANIZATION AND COMPARISON PURPOSES

Chapter 8: CONTACT TYPES, LOBS OR QUEUES

Lecture 1: MANAGING LOBS ARE CRUCIAL FOR SERVICE LEVEL PERFORMANCE AND KPIs RELATED.

Lecture 2: WFM KEY PERFORMANCE INDICATORS

Chapter 9: ADHERENCE, CONFORMANCE AND ATTRITION

Lecture 1: ADHERENCE IS ONE OF THE KEY FACTORS TO GET THE PLAN DONE

Chapter 10: THE QUEUE

Lecture 1: LEARNING HOW TO MAKE CALL OUTS BASED ON A QUEUE IS A BASIC DUTY FOR AN RTA

Chapter 11: CODING EXCEPTIONS

Lecture 1: FROM VTO TO UNPLANNED ABSENCES AND SUCH, CODING CORRECTLY IS A BIG FACTOR IN RTA

Chapter 12: WFM SYSTEMS: AVAYA CMS, IEX AND WEBSTATION

Lecture 1: LEARN HOW TO USE AVAYA CMS

Chapter 13: REPORTS

Lecture 1: THERE ARE SO MANY REPORTS THAT ARE ISSUED , WE LISTED THE MOST COMMON ONES

Chapter 14: QUIZ

Lecture 1: QUIZ

Chapter 15: QUIZ ANSWERS

Lecture 1: ANSWERS

Instructors

Ismael Perez
Call Center Trainer

Rating Distribution

1 stars: 47 votes
2 stars: 37 votes
3 stars: 51 votes
4 stars: 32 votes
5 stars: 31 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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