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Copyright
Convergys©2005 Convergys
Confidential Corporation
and Proprietary
Objectives
The Word Processor export application is Word. You will need to Click
Browse and find the application (winword.exe). If you are unable to
find the application, the default installation path is:
“C:\Program Files\Microsoft Office\Office\winword.exe.”
Requirements
Creating Schedules
The schedule generation process consists of two primary steps. The first
is the generation of the shifts that do the best job covering the
forecast requirements and the second is application of agent
preferences. Both steps require that each agent be assigned a unique
ranking and a tour group. IEX uses the ranking and tour groups to
determine the order in which agents are scheduled and for the
application of agent preferences. In order for IEX to consider agent
preferences, the agents need to have entered their preferences into
Agent Webstation. “Webstation Support” team can assist with the
process for this.
Each agent is assigned a tour group. A tour group is a set of parameters that must be
used when scheduling agents assigned to that tour group.