Admin
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Of course, opcycWFM must also face competition as a matter of principle. No problem: With a total of 6 functional areas, not only tasks such as forecasting, shift planning and shift staffing are covered, but of course all the essential processes that characterize the daily operations of customer service centers. This includes intraday control as well as an employee portal. Shift Planning + Forecast
All opcyc functional areas are intelligently linked and operate on the basis of an integrated data warehouse. This enables a high degree of automation of the entire work process and reduces manual activities to a minimum. This results in decisive advantages in the daily operative cycle: |
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| Optimal coordination of all planning and control processes Minimization of manual input errors Significantly reduced staff retention for reporting and analysis Better capacity planning and control thanks to high data quality |
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Admin
Convenient administration of master data
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With a large range of functions, clear administration is particularly important. In the AdminCenter, the master data and parameters of all work modules are administered simply and conveniently - no matter whether it is about production projects, authorizations or employee information. |
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The most important features
The most important features
- Simple administration of the master data of all modules
- Location-specific configuration of projects, skills, plan models, etc.
- Convenient mass input of new or changed master data
- Use as personnel management system
- Flexible rights management
Advantages at a glance
Advantages at a glance
- Convenient administration of the entire system
- No double entry of master data necessary
- Quick access to all relevant employee information (master data, working times, qualifications, etc.)
- Separate personnel management system dispensable
- High flexibility in the configuration of multisite projects
Forecasting
Employees optimally planned
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Personnel resource planning in the call center takes place in a highly complex environment. The expected workload must be covered in the best possible way, without employing too many employees and thus causing unnecessary costs. At the same time, the working time wishes and availability of the customer advisors, their skills and qualifications as well as legal or contractual restrictions must be taken into account. The WorkforcePlanner is designed to optimally process all relevant framework conditions with the highest possible flexibility. With the help of numerous configurable planning rules, even complex operational requirements can be mapped and alternative planning scenarios simulated at the same time. The individual working time accounts of the employees are intelligently taken into account in order to sensibly optimize shift lengths and efficiently control overtime or undertime. |
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The most important features
The most important features
- Parallel planning of several skills (multiskill)
- Multi-project and multisite planning
- Forecasts based on historical developments and own specifications
- Consideration of employee wishes and company agreements
- Working time models, team rotations, car pools, etc.
- Display of planning and rule conflicts
- Dynamic optimization of individual working time accounts
- Comprehensive evaluations (planning quality, etc.)
Advantages at a glance
- Highly economical resource planning even under complex framework conditions
- Minimization of manual planning effort
- Higher employee satisfaction through consideration of individual wishes and restrictions
- Simple simulation of plan scenarios
- High flexibility with regard to the framework conditions to be taken into account
- Support of centralized and decentralized planning
- Any planning periods
- Overtime and undertime reduction can be prioritized
Scheduling
Shift planning and production monitoring from a single source
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To have a complete overview of the available production resources at all times is indispensable for the challenges of day-to-day business. The TimeTable not only offers a clear overview of the current personnel deployment planning, but also provides all other important information required for optimal control and personnel management in real time. The necessary shift adjustments can be made quickly and easily using Drag&Drop. In combination with the TimeManager, missing log bookings can be added and sick notes can be recorded at the click of a mouse. Expected over- and undercoverages during the course of the day are displayed directly. A weekly display additionally enables the targeted optimization of shift plans for future days. |
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The most important features
The most important features
- Overview of planned and log shifts for all employees
- Adjustment of plan and log bookings by drag&drop or mouse click
- Dynamic display of under- and overcoverages
- Representation of important employee data (team, plan model, working time account, etc.)
- Recording of sickness reports, etc.
- Group bookings for training courses, team meetings, etc.
- Overview and adjustment of planned shifts for future production days
- Numerous filter options (project, team, employees, time period, etc.
Advantages at a glance
- Transparent overview of planned and actually available employees
- Highly effective control support
- Convenient adjustment of plan and log bookings
- Simplification of control decisions through direct access to all relevant information
- The effects of shift adjustments and sick leave notifications are directly visible
- Simplification of absenteeism recording
- Subsequent shift optimization over several days possible
Reporting
Analysis and reporting uncomplicated and reliable
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Especially in the contact center business a very detailed reporting is indispensable. In order to be able to work particularly flexibly and efficiently, opcyc WFM works with an integrated data warehouse in which relevant data from external systems (ACD, payroll, etc.) connected via a powerful integration layer is stored. In addition to various overview reports for all operational key figures, BusinessAnalytics offers the possibility to integrate any number of individual reports and thus to be able to easily serve even unusual evaluation requests. |
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The most important features
The most important features- Clear presentation of all operational key figures
- Intraday Forecast
- Flexible grouping and selection (location, project, team, employees)
- Comfortable design of individual queries via freely definable OLAP cubes (criteria and level of detail freely selectable)
- Export and scheduling function
Advantages at a glance
- Dramatically reduce time spent on reporting and analysis
- Unified database architecture prevents inconsistent reporting and analysis
- Performance of teams and employees can be easily measured and analyzed
- Holistic transparency of all data stored in the data warehouse
- Targeted project monitoring possible without time delay
- Individual evaluations can also be created quickly and conveniently.
myOPCYC
Transparency for all employees
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High motivation and satisfaction of the employees are an essential success factor in the Contact Center. The best possible consideration of the wishes of the customer advisors and an optimal transparency of the data important to them (shift planning, working time account, vacation, etc.) therefore have a special significance within opcycWFM. Via the web-based myOPCYC, employees can enter desired working times, call up shift schedules, submit vacation requests and offer shifts for exchange or accept shifts from an exchange exchange exchange. In addition, the current balances of the working time and vacation account are displayed, the respective activity and break planning for the current day as well as optionally relevant performance data. |
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The most important features
The most important features- Transparent overview of working time account, shift schedules, vacation, etc.
- Integrated time recording
- Input of desired times/shifts
- Input of vacation requests (optionally also sliding days, business trips etc.)
- Shift exchange
- Overview of own performance data
- Activity recording and qualification
Advantages at a glance
- High transparency for employees
- Efficient recording of shift requests and vacation requests
- Minimization of administration costs for shift exchange, time coordination, etc.
- Self-motivation through own benchmarking possible
- comfortable operation (all functions and tools accessible via one portal)
- No own tools for time recording and process qualification necessary
Time Management
Time management from A to Z
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Only with the full integration of time-management data can a personnel planning and control solution achieve optimum results. The consideration of working time balances improves resource planning, the electronic processing of absenteeism reports reduces manual effort and the constant availability of time-management plan and actual data increases transparency and control efficiency. Der TimeManager unterstützt alle notwendigen Funktionalitäten von Zeiterfassung und -bewertung über die Abbildung von Fehlzeitenprozessen bis hin zu Zuschlagsberechnung und Tätigkeitsauswertungen. Optional können alle Daten mit anderen Systemen aus den Bereichen Zeitwirtschaft, HR und Payroll synchronisiert werden. Damit lassen sich die unterschiedlichsten Workflows abbilden, die in diesem Zusammenhang möglich sind. |
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The most important features
The most important features- Time recording via workstation PC (InfoPool) or terminal
- Flexible absence time evaluation (1/5 weekly working time, planned time, reference principle, etc.)
- Project- and site-specific consideration of setup and tolerance times
- Calculation of surcharges (Sundays, nights, holidays etc.)
- Vacation administration
- Synchronization with other time management or HR/Payroll systems possible
Advantages at a glance
- Integration of personnel planning/control and time management increases overall efficiency
- Costs and expenses for separate time registration/time management system are eliminated
- Reduction of manual effort through electronic absenteeism processes
- Greater transparency for all employees (management, HR, customer advisors, etc.)
- Holistic reporting possible (planned and actual working times)
opcycDOCS
Back office planning & control without compromises
| Up to now, DOCS have been treated as if they were calls during planning and control. This tacitly neglected the fact that the processing times of DOCS are very different and that the formation of overarching average values is actually forbidden. Documents with processing times of 3 minutes were combined with 30 minutes. In addition, the most essential planning component for DOCS in automated WFM processes must be completely ignored: the patience of DOCS during processing. In contrast to calls, the waiting loop for each individual document knows by when processing should be completed. In contrast to calls, the "leave it at home" component can and must be taken into account. While a "patient" call cannot be assigned a different position in the waiting loop by efficient means, this is basically possible with DOCS. With opcycDOCS, opcycWFM has a new optional module for planning and controlling back office processes. From now on, a targeted inclusion of DOCS (letter, e-mail, fax) in the WFM processes of your company is possible in both planning and control. |
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The most important features
The most important features
- Forms DOC sets from the parameters service level, skill, priority and AHT
- Condition: =SVL, =Skill, =Prio, ±10%-AHT
- Intelligent creation of DOC sets from the existing mail basket structure
- Connection to the document management system
- Use of the possibility of "leaving it lying around
- Uses adaptation of algorithms from operator/queue theory
Advantages at a glance
Advantages at a glance
- Information on open and processed quantities
- Extrapolation (balance sheet) of the current planning
- Re-planning according to daily requirements (e.g. change of priorities)
- Processing priorities 0-10
- Possibility to put a set above all other priorities (Fastlane)
- Simulation of the achievement of results in case of rescheduling
opcycDATA
Data use without limits
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opcycWFM needs extensive data for the operational business and also produces new data itself continuously. All these data are stored in the opcycWFM databases and are available for reporting and Excel export. opcycDATA now allows direct access to these data sets. With opcycDATA you can make yourself completely independent of the reports and specifications of opcyc. Via SQL queries and views, BI tools or via third-party software etc. - opcycDATA can be used to access opcycWFM data via SQL queries and views, BI tools or via third-party software etc. - in other words, via everything that can handle the connection to SQL databases. With opcycDATA, the use and further processing is now completely left to the companies. Whether special reports, e.g. including other data sources, are to be created from this data, or whether the data is to be made available for your own HR or payroll programs, or whether selected groups of people are to be provided with data prepared using BI tools such as Tableau, Qlik, Microsoft Power BI, etc. - opcycDATA makes all this possible. Even access "only" with data connection via Excel is possible without any problems. Even special applications are now possible with opcycDATA: For customers of several call centres, opcycDATA offers the possibility of consolidated reporting. For service providers there is the possibility of very very individual customer reports. For all of them, any combination of data can help to make completely new evaluations. opcycDATA is primarily aimed at larger units and organisations that want to build on the already extensive reporting and data export capabilities of opcycWFM. |
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The most important features
The most important features
- Provision of all relevant opcycWFM raw data
- full read access to all opcycWFM data
- automated update
- time-discrete data
- any number of own database users
Downloads
Detailed information on individual services is available to registered users as files.
opcycWFM2020_nutshell_enCompany presentation opcyc GmbH and product overview opcycWFM as short version.
