Work Force Optimization (WFO)
The WFO features are used for analyzing and scoring agent-customer interactions, monitoring quality, researching customer complaints, scheduling and tracking tasks, and assisting in agent training. The WFO suite provides the following quality management features on the WFO tab in the LiveVox Portal:
| Product | Feature | Description |
|---|---|---|
| SpeechIQ | Search and Score | Displays the speech/text analytics dashboard and enables you to view and score the recorded interactions. |
| Reporting | To view, generate, and export all U-QM data reports. | |
| Assessors | To assign reviewers of evaluators of audio recordings by using the scorecards created. | |
| Arbitrators | To assign reviewers who are responsible for appraising disputed evaluations. | |
| Audio Note Categories | To configure audio note categories to assist manual scoring. | |
| Automated Reports | To view and edit the automated reports. | |
| Grade Templates | To configure grading mechanism based on answers to questions and points. | |
| Interaction Intents | To view the possible intent of the customer to initiate an interaction. | |
Keywords, Keyword Lists, and Synonyms | To add keywords and their synonyms, and to create keyword groups to analyze interactions. | |
| Scorecards and Scorecard Categories | To create customizable agent scorecards to score and evaluate every agent interaction. | |
| Agent Maintenance, User Maintenance, and Skill Maintenance | To view, add, or modify agents, other users, and the skills associated with them. | |
| Dashboard | Displays a consolidated quality monitoring dashboard. | |
| Word Cloud | Displays the most common keywords used by both agents and customers in the form of a word cloud. | |
| eLearning | Assignment | To perform e-learning content assignment. |
| Config | To configure e-learning assignment types, settings, categories, and sections. | |
| Content Library | To upload content to the e-learning library. | |
| Workforce Management | Agent Scheduling | To create shift calendars and assign specific shifts to agents. |
| Agent Scheduling Adherence Report | To generate historical call volume data of the previous agent resources. | |
| Agent Scheduling Forecast Report | To view the scheduling adherence and conformance data for a single day and multiple days. | |
| WorkQueue | Work Queue | To track the details and progress of scheduling, e-learning, coaching, and acknowledgment tasks. |
| Work Queue Config | To configure Work Queue tasks. | |
| Work Queue Performance Report | To view and generate Agent, Arbitrator, and Manager task performance reports. |
Contact LiveVox Customer Care to discuss the add-on product setup for your site.
When enabled, the WFO tab is available next to the Review tab.
- SpeechIQ, Call Recording Report, and Screen Recording Report options are available on the WFO tab if the SpeechIQ, call recording, and screen recording add-on products are enabled.
- Content Library and Assignment options are available on the WFO tab if the E-Learning add-on product is enabled.
- Work Queue and Work Queue Performance Report are available on the WFO tab if the Work Queue add-on product is enabled.
- To view the add-on products enabled for your site, go to Configure > Client / Service > Client editor > Billing tab > WFO section.
This section contains the following topics: