 |  |  |  |  |  |
| PHI DIVISION |
____________________________________
In fields where the resources of numerous operators with different
skills are needed to produce a certain product or service, it is always
a challenge to give fair and optimized work assignments for changing
traffic and load requirements. Often, preparing the roster can be
difficult and tedious. The Phinesse WFMS -developed by Phi Division-
is the management solution for these situations.
Phi-Nesse WFMS Software Suite helps you to
Human resources became the most expensive part of the working process of
services as well as production. Cost-effectiveness is essential on this field, but it can
not solely mean reducing the number of employees, since this can result in lower
performance and may lead to the anarchy of unfinished, accumulated tasks.
In case the work to be done in a certain period can roughly be planned on an
observational basis, and the individual capacity plus the needs of your employees
concerning the timing of the work are known, then the filling in of the work (time)
function with the work-rectangles of the employees (sized according to their
performance) is a mere mathematical problem.
The regulations of the Labor Code and of the collective contracts protecting
employees' rights have to be taken into account, but the smallest possible loss is to
be achieved, that is, the system of rectangles must follow the line of the curve as
perfectly as possible.
The WFMS software solution is to be used for preparation of optimal disposition
(roster) of the workers' workforce (labor-time + skill) at call-centers, for keeping the
roster up-to-date and for archiving, by taking into account the following factors:
Advantages of using the Phi-Nesse WFMS software suite
Fields where Phinesse WFMS can be used beneficially
What does Phinesse WFMS do?
Inputs
Output for managers
Output for operators
Output for operative leaders
Interface to Finance systems (SAP, or Excel)
How does WFMS work?
To understand how the system operates, let's take a look at the kinds of objects and
conditions used by the search algorithm of WFMS.
First we calculate the resource requirement curve from the planned traffic load and the
Erlang values related to the activity. The characteristic is similar to the traffic curve but
the value is expressed by the number of operators in the given period.
In addition, the personal claims of the workers have to be defined. For example which
days one would like to be on holiday, or which parts of the day are preferred.
The objects will be the joists of operators’ shifts and the algorithm will "parquet under"
the resource curve with these objects. One of the measures of the roster will be the
accuracy of the parqueting, in other words, how precisely it follows the curve.
Attributes of joists: duration, activity, which operator it belongs to, start time, needed
compulsory pause, etc.
Rules of labor are contained by the algorithm.
Let’s review what conditions to consider when placing a joist:
Learning (eg. the weighting of the joists) happens continuously during the run. In case
of unsolvable conditions, the joists (weighted without limits) go the beginning of the
queue, and the algorithm will warn the planner to the need of intervention.
The precision of the parqueting can be increased with a problem-solving method. It
monitors where the greatest need for the given joist is (eg. where is the highest point
of unsatisfaction in the curve) and considers this when choosing a time.
Functionality of Phinesse WFMS
1. Basic data needed for the Phinesse WFMS to function has to be set only once
during usage (or until environmental conditions change e.g. changes in the laws of
labor)
Basic data can be categorized into the following groups:
1.1. Working time parameters
1.2. Authorizations
The authorization system of WFMS is highly scalable. For each operation one can
define the level of authorization for persons or groups (e.g. creation, modification,
attaching, reading).
1.3. Logs
Tracing who did what and when within a given period of time. The time period can be
daily, weekly or unbound.
2. Two methods are available for the calculation of human resource requirements.
3. Skills
WFMS can handle traffic requirements with multiple skills for the optimal assignment.
To do this the necessary skills can be given. A portfolio set up from these skills can
be assign to persons or groups. Skills can be prioritised at each workers (what
he/she should rather do).
4. Planning of resource requirements for periods
It is possible to create work-groups, plan the weekly work of operators, prepare the
shift types, define holiday frame. Easy to understand reports help the planning.
4.1. Creation of groups with skills and supervisor
4.2. Creation of shift types (parameters: length of shift, minimum resting time between
shifts, etc.)
4.3. Creation of standards. With the use of standards the time for definition of the
parameters of operators (skills, weekly time frame, shifts, claims) can be reduced.
5. Handling holidays
It is to define the yearly frame of holidays for each operator. Holidays can be
categorized into several groups: normal holiday, sick leave, training, etc.
6. Definition of traffic requirements
6.1. Importing if traffic data (in call centers the call centre system itself) can provide the
appropriate traffic information
6.2. Editing traffic data
7. Calculation of resource requirements
Based on the traffic of the given week and the skills, the system calculates the
number of operators needed to optimal operation. Traffic data and the resource
requirement can be compared in weekly view on the same sheet. Data can be
handled in daily view as well as to view mouse-click defined fields. A separate curve
within the resource requirement graph shows the minimal requirement.
8. Pauses
The pause arrangement – with keeping the rules defined by the user- follows a given
curve such a way, that more pause come to the higher points of the curve than the
lower points. In other words we should not take resources from period where we have
less people than required.
Values of the curve can be given in two ways:
Additional/optional modules
Shift-Exchanger
This module allows operators to exchange their shifts if they have ad-hoc wishes
related to shifts. Module takes care of the labour regulations and makes the
administration as well. Operators can preview their actual roster and the status and
history of their exchange. The supervisor by higher authentication level can take
control over the exchanges and in certain cases he/she can even rollback them.
Holidays and overtime hours can be booked in advance by agents. Offices in multiple
places are taken into consideration during exchanges.
Releasing module
This is a supervising application where team leaders can compare the plans with
facts, eg.: login time, duration of breaks, etc. The client application sends warning
when the next break is coming up or somebody is off longer than planned.
Worksheet or SAP interface
This module prepares the actual data for payroll based on rosters that have been
done. This upload can be generated either Excel or in MQ series format which is
preferred by SAP.
References
Get this unique collection of Workforce Management Softwares for highest
efficiency!
skills are needed to produce a certain product or service, it is always
a challenge to give fair and optimized work assignments for changing
traffic and load requirements. Often, preparing the roster can be
difficult and tedious. The Phinesse WFMS -developed by Phi Division-
is the management solution for these situations.
Phi-Nesse WFMS Software Suite helps you to
- prepare a roster for human resources of call centers
- file previous rosters
- perform all related tasks that help the scheduling process
- register all data needed for the roster
- prepare reports for pay-roll
Human resources became the most expensive part of the working process of
services as well as production. Cost-effectiveness is essential on this field, but it can
not solely mean reducing the number of employees, since this can result in lower
performance and may lead to the anarchy of unfinished, accumulated tasks.
In case the work to be done in a certain period can roughly be planned on an
observational basis, and the individual capacity plus the needs of your employees
concerning the timing of the work are known, then the filling in of the work (time)
function with the work-rectangles of the employees (sized according to their
performance) is a mere mathematical problem.
The regulations of the Labor Code and of the collective contracts protecting
employees' rights have to be taken into account, but the smallest possible loss is to
be achieved, that is, the system of rectangles must follow the line of the curve as
perfectly as possible.
The WFMS software solution is to be used for preparation of optimal disposition
(roster) of the workers' workforce (labor-time + skill) at call-centers, for keeping the
roster up-to-date and for archiving, by taking into account the following factors:
- estimated traffic data for a given period, extracted by long term
- forecasting module of the CMS program connected to the Phone Branch
Exchanger (PBX) - parameters determining quality of service: client is served within time (t) with
probability (p) - employees' general and definite requests to roster (shift requirements)
- holidays and other planned absences (e.g. training)
- employees' group arrangements, observing their preferred workplace
Advantages of using the Phi-Nesse WFMS software suite
- Reduced roster planning time
- Reduced checking time
- Direct cost-saving due to better resource usage
- Growing employee satisfaction (reduced fluctuation, reduced training cost,
growing customer satisfaction as a result) - Client – server architecture, which reduces maintenance costs
Fields where Phinesse WFMS can be used beneficially
- Customer care services, call centers, contact centers
- Marketing research
- Activities with determined internal regulations: training, education, medical
duty, rescue duty, police, fire department, defense
What does Phinesse WFMS do?
- The software package prepares the resource quantity needed for the planned
(or projected) workload in a given period of time based on input parameters.
Inputs
- Traffic information by skill
- Internal regulations
- Competency and worker performance
- Preferences and operator requirements
- (registered by the system)
- Laws and rules of labour
- Collective bargaining agreement
Output for managers
- Calculating human resource requirements
- Assigning workers to shifts
- Comparing planned / actual data
- Planning external human resource usage
Output for operators
- Handling resting time / pauses or breaks
- Changing shifts initiated by operators
- Planned distribution of free days / holidays
- Warning in case of planned / actual deviation
Output for operative leaders
- Monitoring login time
- Monitoring breaks
- Warning in case of planned / actual deviation
Interface to Finance systems (SAP, or Excel)
- Bonus reports
- Payroll upload
How does WFMS work?
To understand how the system operates, let's take a look at the kinds of objects and
conditions used by the search algorithm of WFMS.
First we calculate the resource requirement curve from the planned traffic load and the
Erlang values related to the activity. The characteristic is similar to the traffic curve but
the value is expressed by the number of operators in the given period.
In addition, the personal claims of the workers have to be defined. For example which
days one would like to be on holiday, or which parts of the day are preferred.
The objects will be the joists of operators’ shifts and the algorithm will "parquet under"
the resource curve with these objects. One of the measures of the roster will be the
accuracy of the parqueting, in other words, how precisely it follows the curve.
Attributes of joists: duration, activity, which operator it belongs to, start time, needed
compulsory pause, etc.
Rules of labor are contained by the algorithm.
Let’s review what conditions to consider when placing a joist:
- Is the joist within the tolerated frame related to the resource curve?
- Does the time contradict with the operator's claim?
- Can a shift begin at that time?
- Does the time contradict with the rules of labor? (compulsory time of rest,
number of weekend days etc.)
Learning (eg. the weighting of the joists) happens continuously during the run. In case
of unsolvable conditions, the joists (weighted without limits) go the beginning of the
queue, and the algorithm will warn the planner to the need of intervention.
The precision of the parqueting can be increased with a problem-solving method. It
monitors where the greatest need for the given joist is (eg. where is the highest point
of unsatisfaction in the curve) and considers this when choosing a time.
Functionality of Phinesse WFMS
1. Basic data needed for the Phinesse WFMS to function has to be set only once
during usage (or until environmental conditions change e.g. changes in the laws of
labor)
Basic data can be categorized into the following groups:
1.1. Working time parameters
- 1.1.1. Definition of weekly work order
1.1.2. Definition of weekly resting time
1.1.3. Definition of weekend/Sunday shift
1.1.4. Definition of night shift
1.1.5. Definition of night resting time
1.1.6. Definition of pauses between continuous activities
1.1.7. Rules of work in front of PC screen
1.1.8. Definition of day-shift
1.1.9. Definition of breaks
1.1.10. Division of holidays
1.2. Authorizations
The authorization system of WFMS is highly scalable. For each operation one can
define the level of authorization for persons or groups (e.g. creation, modification,
attaching, reading).
1.3. Logs
Tracing who did what and when within a given period of time. The time period can be
daily, weekly or unbound.
2. Two methods are available for the calculation of human resource requirements.
- Without the usage of the Erlang function, the the resource requirements follow
the given or imported traffic curve proportionally. The value in this case is
calculated based on the average performance.
- With the Erlang function, one can enjoy another additional advantage. One can
define the probability of completing the quantity of the work determined by
traffic within a defined duration. In call centers, this means that the portion of
calls that have to be handled by the operators within "T" seconds can be
calculated.
3. Skills
WFMS can handle traffic requirements with multiple skills for the optimal assignment.
To do this the necessary skills can be given. A portfolio set up from these skills can
be assign to persons or groups. Skills can be prioritised at each workers (what
he/she should rather do).
4. Planning of resource requirements for periods
It is possible to create work-groups, plan the weekly work of operators, prepare the
shift types, define holiday frame. Easy to understand reports help the planning.
4.1. Creation of groups with skills and supervisor
4.2. Creation of shift types (parameters: length of shift, minimum resting time between
shifts, etc.)
4.3. Creation of standards. With the use of standards the time for definition of the
parameters of operators (skills, weekly time frame, shifts, claims) can be reduced.
5. Handling holidays
It is to define the yearly frame of holidays for each operator. Holidays can be
categorized into several groups: normal holiday, sick leave, training, etc.
6. Definition of traffic requirements
6.1. Importing if traffic data (in call centers the call centre system itself) can provide the
appropriate traffic information
6.2. Editing traffic data
7. Calculation of resource requirements
Based on the traffic of the given week and the skills, the system calculates the
number of operators needed to optimal operation. Traffic data and the resource
requirement can be compared in weekly view on the same sheet. Data can be
handled in daily view as well as to view mouse-click defined fields. A separate curve
within the resource requirement graph shows the minimal requirement.
8. Pauses
The pause arrangement – with keeping the rules defined by the user- follows a given
curve such a way, that more pause come to the higher points of the curve than the
lower points. In other words we should not take resources from period where we have
less people than required.
Values of the curve can be given in two ways:
- Lack of operators: the difference between the assigned workers and the
resource requirement. - Abandon rate: the values of interrupt rate can be imported from Excel file.
Additional/optional modules
Shift-Exchanger
This module allows operators to exchange their shifts if they have ad-hoc wishes
related to shifts. Module takes care of the labour regulations and makes the
administration as well. Operators can preview their actual roster and the status and
history of their exchange. The supervisor by higher authentication level can take
control over the exchanges and in certain cases he/she can even rollback them.
Holidays and overtime hours can be booked in advance by agents. Offices in multiple
places are taken into consideration during exchanges.
Releasing module
This is a supervising application where team leaders can compare the plans with
facts, eg.: login time, duration of breaks, etc. The client application sends warning
when the next break is coming up or somebody is off longer than planned.
Worksheet or SAP interface
This module prepares the actual data for payroll based on rosters that have been
done. This upload can be generated either Excel or in MQ series format which is
preferred by SAP.
References
- T-Mobile costumer service: WFMS
T-Mobile debt collection: WFMS
T-Com costumer service: WFMS CMS integration
T-Com VIP costumer service: WFMS Call Center
Vodafone: WFMS
ELMÜ Electric Facilities: WFMS
TITÁSZ Electric facilities: WFMS
Makedonian Telecom: WFMS
Mobile Telecom Serbia: WFMS
DÉGÁZ: Phinesse WFM
TIGÁZ: Phinesse WFM
MKB Bank: Phinesse WFM
CIB Bank: Phinesse WFM
TNT Express: Phinesse WFM
Get this unique collection of Workforce Management Softwares for highest
efficiency!
Workforce Management
Software Suite - THE CHOICE OF PROFESSIONALS
Workforce management strategies that
actually work.
Scheduling practices that balance agent
needs with business needs.
actually work.
Scheduling practices that balance agent
needs with business needs.
PHI Division is a Hungarian software engineering company specializing in workforce optimization solutions, strategic planning and performance management softwares for call centers.
________________________________________________
| Workforce Management Software, WFMS, Customer Care Servces, HRMS |
 | |  | |  | |  | |  | |  | |  | |  | |  | |  | |  | |  | |  | |  |
| © Phi Division Ltd, Hungary |
 |
| |
 |
| |
 |
| |
 |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
Workforce
Management (WFM)
encompasses the
responsibilities for
maintaining a productive
and happy workforce.
-----------------------------------
Workforce management
systems are sometimes
referred to as HRMS
systems.
-----------------------------------
Areas where workforce
management software
is usually used include:
Management (WFM)
encompasses the
responsibilities for
maintaining a productive
and happy workforce.
-----------------------------------
Workforce management
systems are sometimes
referred to as HRMS
systems.
-----------------------------------
Areas where workforce
management software
is usually used include:
- Payroll & Benefits
- HR Administration
- Time & Attendance
- Career & Succession
Planning
- Talent Management
and / or Applicant
Tracking
- Learning Management
and / or Training
Management
- Performance
Management
- Forecasting and
Scheduling
* Make sure "Use folder names"
is checked before extracting .zip
files!
is checked before extracting .zip
files!
