WFM Implementation and Integration with CC

Scope -

1. Work Force Management Tool implementation (Remote connectivity to be shared).

• Review of business rules

• Agent and user administration

• Configuration of schedule parameters

• Forecast management

• Schedule preparation, production and optimization

• Daily schedule management

• One to two pre-training conference calls may be necessary to review checklists and gather pertinent information prior to Phase I training.

• Customer participation is limited to no more than 12 schedulers/users/managers

• Integration with Cisco ACD.

2. Training -

• Onsite hands-on Phase I training following initial implementation - 3 days.

• Phase I training will be conducted on site at one location.

• T&A would be on actuals. Hence share quote for efforts only.

Pls share man-day efforts and separate quotes for Implementation and Training.

Cisco

Projekt ID: #6172315

Om projektet