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Part 1. Organization, Finance and Management

Chapter 4. Resource Guide for Managers

Section 21. Guide for ASPECT Phone Staff

1.4.21  Guide for ASPECT Phone Staff

1.4.21.1  (01-01-2009)
SYSTEMS ANALYSTS OVERVIEW

  1. The Telephone System Team ( see definitions in section 1.4.21.1.1) is responsible for managing the Automated Call Distributor (ACD) functionality for Accounts Management and Compliance. The analyst is responsible for workforce management, accountable to assist in the plans and to oversee the delivery of employee adherence in order to provide a level of service that the individual organization requires. The first subsection of this guide is intended to provide an overview of the responsibilities of the positions. Some subsections are directed to a specific operation identified in the title subsection.

    Note:

    Currently the responsibilities of the systems analyst vary from site to site even within the same BOD. This IRM is intended to provide an outline of guidelines for the SA positions. Specific directions on " how to information " should be provided directly from the local site under the direction and guidelines provided by the JOC, BOD and Directorate. Vendor user guides should also be used as a reference to provide the required information necessary to complete the task associated with the various components of the call site environment.

  2. This subsection applies specifically to Program Analysts and Telephone Analysts in Accounts Management and Compliance. It provides operational objectives, various techniques, methods and guidelines for managing the call site. It is to be used in conjunction with the general guidelines provided by JOC (Joint Operation Center), the BODs (Business Operating Division) and your Directorate. It is not intended to circumvent their authority. The JOC web address is JOC web and many of the web sites referenced in this IRM can be found on the JOC web site. The 2009 Program letters for WI, SB/SE and ACS respectively can be found at the WI website (the letter will be posted to the website shortly and the IRM will be updated with the information) Wage & Investment Operations Plan FY 2009 - FY 2010 and SBSE BSP Program Letter FY 2009-2010.

1.4.21.1.1  (01-01-2009)
Definitions

  1. The Group/Unit Supervisor (Program Analyst) is responsible for assigning, directing, and reviewing the work of subordinate employees; planning, scheduling, and coordinating work operations; planning and carrying out the training and development of employees; evaluating subordinate employee work performance; and performing all other related administrative functions. See Position Description (PD) (91716) and classification IR-0301-6 for additional information.

  2. The Program Analyst ensures that a variety of duties essential to the effective operation of the call site are performed; provides technical and administrative support to lower graded systems analysts; and works closely with call site management on planning and delivery of performance objectives. This individual is also called the System Administrator (SA) per the PD description. This position should not be confused with 2210 series employees. See PD (94752) and classification GS-343-12, for additional information.

  3. The Telephone Systems Analyst The Program Analyst provides technical and administrative support to the System Analyst, who performs a wide range of system functions essential to the effective operation of the call site. The work performed by the System Analyst supports the efforts of the Systems Administrator in areas such as staffing, scheduling and performance monitoring. See PD (94732) and classification GS-301-11, for additional information.

  4. The Telephone Systems Analyst The duties of this position are performed under the guidance of the higher graded Systems Analyst and the Program Analyst. As such, this analyst is learning to perform a wide range of system functions essential to the effective operation of the call site. The incumbent supports the efforts of the higher graded Systems Analyst and Program Analyst in areas such as staffing, scheduling and performance monitoring. See PD (94731) and classification GS-301-09, for additional information.

    Note:

    This information is based on the PD description. The structure and responsibilities of the SA staff varies from site to site. The entire phone staff will be called the SA Staff for the remainder of this IRM.

  5. The Business Application Administrator (BAA) engages in a variety of functions related to the Ultra 10 system. Each site will designate a BAA to support and administer the Ultra 10 System.

    Note:

    This collateral duty is not necessarily the responsibility of the site SA as defined by this IRM. Some sites may assign these collateral duties to the Systems Administrator / Analyst or another individual in the site.

1.4.21.1.2  (01-01-2009)
SA Staff Roles and Responsibilities

  1. Your roles and responsibilities as an SA for all sites include the following:

    1. Provide JOC/BOD/Directorate the required staff information for forecasting staffing projections. Review the planning period requirements to ensure that the pattern of actual staffing is consistent with the Intra-day pattern scheduled (percentage spread across the half hours). Determine if additional training should be planned and/or changes in tours of duty need to be made;

    2. If training is required to meet application requirements, work closely with the Operations Manager and the Training Coordinator to develop a training plan that can be accomplished without negatively affecting the sites ability to deliver the telephone and / or inventory. Additional training that cannot be done within the existing schedules should be considered during periods of overstaffing or low call volumes. If required training cannot be performed within the schedules, work with the Directorate Planning and Analysis and BOD staffs for possible assistance from another site within the Directorate and / or the Enterprise;

    3. Plan adherence to the half-hourly telephone staffing schedules for all applications developed by JOC/BOD/Directorate and report any circumstances which prevent adherence to the staffing schedule and any traffic demands that require deviation (additions, subtractions or reassignments) when required. Develop a methodology to account for slippage (employees time spent in non work or not ready status) by application to ensure that the requirements for each application are met and make every attempt to minimize the impact of unknown slippage on application staffing;

    4. Schedule read time, meet time and all off phone activities to meet the customer demand as displayed in the telephone staffing requirements. After all steps have been taken, determine if a pattern change or a revision to the peak application requirements should be requested;

    5. Ensure employee data is current, accurate, and follows the standard operating guidelines for the workforce management software. Establish a communication strategy with local management for personnel actions that affect the accuracy of the employee data;

    6. Ensure the ACD system is opened and staffed to receive incoming calls per the site schedule, review JOC and other associated web pages for instructions, information and update JOC daily contact information;

    7. Monitor the system and report system problems to JOC and the associated vendor if applicable, per the instructions on the JOC web page;

      Note:

      Alternate procedure required for services Outside Principal Period of Maintenance (OPPM). This procedure can also be found on the JOC web page (ITS), OPPM Procedure.

    8. Monitor the actual demand compared to planned demand using ACD monitoring software such as CustomView Director or WebView. Monitor site action items notated on the Joint Operations Center Operations log. Note unusual demand patterns and research to determine if employees should be moved to other applications. Be prepared to move employees to or from non-phone activities based on current demand;

    9. Promote adherence to schedule by ensuring that all employees are aware of the impact that non-compliance has on delivery of application adherence, services, etc. Alert management for appropriate action when it is noted that adherence to schedule is affecting service goals. Coordinate with management in scheduling any activity that impacts the site's ability to meet the application requirements;

    10. Run necessary reports to supply local, directorate and headquarters management sufficient information for planning staffing needs to meet phone and non-phone activities and to access actual performance of scheduled employees. Examples of reports from the eWorkforce Management Software / Centralized Contact Center Forecasting and Scheduling (eWFM / CCCFS) include Intra-Day Timeline, Agent Availability, Agent Activity, and Ready Report. Example of a report from the Real-time Adherence Software (RTA) is the Alarm Summary Report;

    11. Develop reports to aid in the achievement of goals and measures. Items of concern may be improper transfers, average handle time, and percent of time spent in hold or wrap. Provide information regarding systems operation and the call routing process;

    12. Customize CustomView screens/canvasses as needed to aid in the achievement of the goals and measures. Respond to inquiries and requests for information from management;

    13. Assist JOC/BOD/Directorate with resource allocations (request to increase, decrease or change agent group to meet demand) and complete actions required (such as sign in extension at site on selected agent group when required, i.e., 92 for emergencies);

    14. Review and run the reports from the system (i.e. Ready Report, Weekly Staffing, Planning Document, Group Staffing Requirement, etc.) to determine if the operation is achieving its goals (i.e. adherence to schedule and others outlined on the JOC web page) and identify problems that may exist with the system. Distribute reports to the appropriate managerial levels. This includes the TRIS / ICCE (Telephone Routing Interactive System / (Integrated Call Center Environment) MIS reports where applicable. The TRIS /ICCE MAR reports will generate under the appropriate Directorate, based on the Business Operating Division (BOD) of the account. There should be one consolidated Management Action Reports (MAR) for all call sites within the Directorate. The Planning and Analysis (P & A) staff will determine who within the directorate is to work the MAR. See IRM 21.2.1.36, ICCE Management Action Reports (MAR) (Telephone and Internet) for the sites designated and their area of responsibility. In addition Client Reports from the TRIS /ICCE system may be required to identify VRU (Voice Response Unit) call patterns for a particular application (e.g. Call Type, Product Line);

      Note:

      The assortment of reports required by each site will vary. Once again please adhere to the requirements of JOC (Joint Operation Center), the BODs (Business Operating Division) and your Directorate.

    15. Provide assistance to managers and employees in association with the system, including all components i.e. eWFM, CustomView, ETD, Crystal reports, etc., when required. This includes creation and deletion of user extensions, profiles and passwords on the ACD, ACS and other systems where applicable. Conduct training in these software packages when appropriate;

    16. Check voice port utilization, if applicable;

    17. Check voice disk space if applicable, to ensure standard operation of the announcements on the ACD. Ensure messages are retrieved/removed from the ACD, when applicable;

    18. Monitor the system and correct or report anomalies (i.e., long wrap or idle time conditions, long call waiting, hung trunks, etc.);

    19. Request and distribute hardware (i.e., headsets, phones, voice tubes, etc.) required to support the operation of the ACD. Maintain an inventory of replacement and disposable items for the ACD. The procedures for Headset Repair/Replacement and Aspect TeleSet Replacement can be obtained from the JOC Website at Headset Repair/Replacement and Teleset Replacement respectively;

    20. Ensure the ACD system is closed to incoming calls per the site schedule and all calls currently in the site are cleared from the queue. Make sure that all users sign-off the system at the end of their tour of duty;

    21. Complete or ensure completion of maintenance on the ACD system and its components as scheduled or when required (i.e., database backups, voice system backups, power downs, power ups, etc.).

1.4.21.1.2.1  (01-01-2009)
Roles and Responsibilities for Compliance SAs

  1. Your roles and responsibilities as a Compliance SA also include the following:

    1. See all of 1.4.21.1.2 above;

    2. Check the ACS/ICS Parameter File for the correct date and cycle;

    3. Ensure that Query Management Facility (QMF) queries are in place to assist in managing the ACS site priority inventory. The queries will be based on current ACS business rules;

    4. Manage the ACS training database to ensure that new employees are assigned and removed after training is accomplished.

1.4.21.1.2.2  (01-01-2009)
Roles and Responsibilities for Business Application Administrator (BAA)

  1. Your roles and responsibilities as a Business Application Administrator (BAA) include the following and will vary based on your profile:

    1. Maintain the Ultra 10 database (this includes adding, updating and removing teams, leaders and members);

    2. Approve On-Line 5081 for system access to Ultra 10 at the site level within a specific business unit;

    3. Receive and respond to managerial requests to update users;

    4. Receive and review requests for downloaded contracts and maintain the requests;

    5. Profiled BAAs have the ability to save and delete downloaded contacts on the Ultra 10 secure server;

    6. Selective Retention is a feature that certain Business Units will utilize. Profiled BAAs will have the ability to retain contacts through the Ultra 10 database. Only previously recorded and downloaded contacts will be stored on the secure CR server (see section 1.4.21.1.2.10 for details);

    7. Designated BAAs have the responsibility to conduct training for new Ultra 10 users, including managers;

    8. Monitor application performance and troubleshoot problems;

    9. Coordinate Freedom of Information Act (FOIA) requests for recording;

    10. Open MITS tickets when Ultra 10 is not functioning properly and all efforts from the business unit have failed to restore recordings;

    11. Monitor the system and report system problems to JOC (see subsection 1.4.21.1.2.12 for instructions).

1.4.21.1.2.3  (01-01-2009)
BAA: Requests for Downloaded Contacts:

  1. It will occasionally be necessary to download and store or download and share copies of recorded contacts. Each site will identify users to be profiled for download permissions.

  2. The ability to download contacts in a site is generally limited to the Business Application Administrator(s) (BAAs). All BAAs must have secure E-mail capabilities.

  3. The BAA template includes download permissions. The permissions in the BAA template allows the individual to download both audio (.wav) and screen (.avi) files from Ultra 10.

  4. Requests for downloading a contact should be in writing and the requestor should be verified. Form 13817, Request for Downloaded Contact, is available for this purpose but a request by memorandum or E-mail containing the same information as in the Form 13817 is acceptable. Verbal requests should not be accepted; however, if a verbal request is received, the BAA may complete the Form 13817 and forward to the requestor for signature Form 13817.

  5. Contacts will be downloaded in the following situations:

    1. TIGTA Request (see subsection 1.4.21.1.2.4 below for details)

    2. Freedom of Information Act (FOIA) (see subsection 1.4.21.1.2.5 below for details), and

    3. Management Requests (see subsection 1.4.21.1.2.6 below for details).

  6. Procedures for Saving Downloaded Contacts: Copies of the downloaded contacts and the original request (form, memo or E-mail) should be saved in one of three locations: CD-Rom, the SBU folder on the user’s D drive, or the SBU folder on the secure Ultra 10 server. Follow the instructions on the following link to save Downloaded Contacts ( Request for Downloaded Contacts).

1.4.21.1.2.4  (01-01-2007)
TIGTA Request

  1. TIGTA will occasionally request that a contact be downloaded and provided to them. These requests are often made in person, by phone, fax or E-mail.

  2. If the request is made via fax or E-mail, the request must contain the following:

    • Reason for request

    • Date of contact

    • Name or Badge Number of employee

    • Site Name

    • Start Time of Contact

    • Name of Requestor

    • Organization Symbols

    • Function

    • Signature of requestor

    • Date of request

1.4.21.1.2.5  (04-01-2007)
Freedom of Information Act (FOIA)

  1. Under the Freedom of Information Act, each taxpayer has the right, subject to certain limitations, to access records and documents maintained by the IRS.

  2. FOIA requests are handled by the Disclosure Office.

  3. Written requests must contain the following:

    • Date of the contact,

    • Name and Identification Number of the employee,

    • Approximate time of the contact,

    • Taxpayer identification (name, address, TIN, etc.)

    • Requests that do not contain this information cannot be processed

      Note:

      Do not download screen (.avi) files in FOIA request. Screen files cannot be edited to prevent unauthorized disclosure.

1.4.21.1.2.6  (04-01-2007)
Managerial Requests

  1. Management may request that a recorded contact be downloaded. The reason for the request must be stated clearly on Form 13817, Request for Downloaded Contact, and must be approved by the local Field Director or authorized delegate. In general, reasons for these downloads are to retain the call for a period longer than the minimum system retention period (45 days) or to provide a copy of the contact to another party when necessary (TIGTA, LR, etc.).

  2. Below are examples of valid request:

    • Employee disputes the EQRS DCI, meets with the manager (with or without a representative) and there is disagreement over the content of the contact.

    • Gross employee misconduct.

    • Evidence of potential criminal intent by the customer or employee.

  3. Below are examples of requests that should be denied:

    • Singular customer complaint

    • "Just in case" requests

1.4.21.1.2.7  (01-01-2010)
Download Approval

  1. Once the request has been reviewed for completeness, the request should be routed to the Director or a designated representative for approval. Requests not meeting Subsection 1.4.21.1.2.3 should be referred to the BAA’s manager for review prior to routing to the designated representative. Approval authority may be extended to the local Operations Manager or Department Manager. The download can take place once approval is received.

  2. Exception for TIGTA requests - so as not to delay investigations, it is not necessary to obtain Director/Op. Mgr or delegate approval prior to the download being completed and provided to TIGTA.

1.4.21.1.2.8  (01-01-2010)
Downloading Contacts

  1. Step-by–step instructions are found on the SERP Contact Recording page under IRM Supplements. Step-by-step instructions for Downloading Contacts

  2. Follow the Step-by-step instructions for Downloading Contacts to place files on CD or store downloaded contacts in the SBU folder on the D drive.

  3. If the requestor has secure E-mail, the downloaded contact may be sent via secure E-mail with Encryption and Digital Signature. Remember to delete the email from your sent folder. If the requestor does not have secure E-mail, save the contact on a CD to be hand delivered or sent via USPS to the requestor.

1.4.21.1.2.9  (01-01-2010)
Record Keeping and Storage of Downloaded Contacts

  1. The BAA should keep a record of all requests for download. Audit trail logs are created when downloads are made, which are subject to subsequent review. Specific instructions regarding Freedom of Information requests received from taxpayers will be contained in the IRM 21.1.3.17.1, Taxpayer Request for Disclosure of Information.

  2. All requests (forms and E-mails) for downloaded contacts that are held for retention should be reviewed quarterly (every 90 days) to determine the need for continuing file retention (the downloaded and stored contact). It will often be necessary to contact the initiator of the request to determine the need for ongoing storage. Contacts deemed no longer necessary for retention will be deleted from SBU storage.

  3. The Forms 13817 and similar documents will be stored according to document retention requirements or a minimum of five (5) years after the contact has been deleted (per 31 CFR103.38(d)).

  4. Specific instructions regarding the disposition of records relating to downloaded contacts (forms, notes, screen shots, and audio recordings) are contained in IRM 1.15.31, Records Control Schedule for Customer Service, item 24

1.4.21.1.2.10  (01-01-2010)
Selective Retention

  1. Ultra 10 automatically retains all recorded contacts for 45 days. If a contact is reviewed and a form is completed in Ultra 10, the contact will automatically be retained for 60 days (Retention Level 1) beyond the date of the contact.

  2. Occasionally there will be a need to retain recordings beyond the 45 and 60 day system retention periods.

  3. Reasons to retain a contact beyond the normal time frames stated in 1.4.21.1.2.2.2 (1) include:

    1. Employee disputes the EQRS DCI, meets with the manager (with or without a representative) and there is disagreement over the content of the contact.

    2. Gross employee misconduct.

    3. Evidence of potential criminal intent by the customer or employee

  4. Recorded contacts can be retained for up to 18 months (Retention Level 2) from the date of the contact by using the Selective Retention feature.

    1. To set Selected Retention for a contact, open the contact from within the ULTRA Quality application. Opening the contact will automatically load the appropriate form/s for your organization. If your organization has enabled selective retention, one of the available forms will be designated for setting retention levels.

    2. Select the listed reason for retention or "Other."

    3. Click on Summary at the bottom of the page to expand the section.

    4. Using the drop down arrow, change the status to Retention Level 2.

    5. In the Comments section, briefly state the reason for retention, name of requestor, and desired period of retention.

    6. Click Submit.

      Note:

      Clicking Save will not activate the Selective Retention feature. You must click Submit.

  5. If it is deemed a contact set to Retention Level 2 no longer needs to be retained:

    1. Locate the contact from within Customer Xperience

    2. Click Edit Evaluation

    3. Click on Summary at the bottom of the page to expand the section.

    4. Using the drop down arrow, change the status to Retention Level 1. These contacts will remain in the system for a minimum of 60 days from the date of the contact.

    5. Click Submit

      Note:

      Clicking Save will not activate the Selective Retention feature. You must click Submit.

1.4.21.1.2.11  (01-01-2010)
Managing Users in Ultra 10

  1. Definitions- The Ultra 10 application requires that users be provided specific permissions (based on roles) and be placed within the hierarchy of users. To manage users in Ultra 10, it is useful to understand the structure of the database.

    1. User Permissions: Users of the Ultra 10 application are profiled for specific permissions according to their position description and job duties. Users are considered anyone with a profile in the Ultra 10 database.

    2. Ultra 10 User Manager:: User profiles are managed using the web based User Manager application, which is accessed from Ultra 10 Toolbox. The Toolbox link is located on the Ultra 10 portal. Only users with permission to User Manager have access to Ultra management tools. These individuals are collectively known as Business Application Administrators (BAAs).

    3. Templates: Ultra 10 uses Templates to assign profiles to users in the system. Templates have been created for all user types. BAAs can apply Templates to a single user or multiple users at the same time. The use of Templates ensures that all users of a type are set up exactly the same. The use of Templates enables permissions and rights to be updated for all members of a user group at the same time. The current Templates in Ultra 10 are:
      Agents
      Leads
      Managers
      Department & Operations Managers
      Planning & Analysis (P&A)
      Quality Group & Quality Team
      Field Directors
      Headquarters Analyst
      BOD Reps
      Business Application Administrators
      Suspensed

    4. Hierarchy: The Ultra 10 hierarchy is a series of groups and subgroups. Each group or sub-group contains user’s assigned permissions depending on what actions they need to perform in Ultra 10. Users can be placed in groups as Leaders, Members or both.

    5. Leaders: Users assigned to a group as a leader have access to the recordings of users assigned as members of the same group or of groups that reside below the user's assigned group. They also have access to evaluations made by other leaders of their group and of leaders assigned to groups that reside below their group.

    6. Members: Users assigned as members are generally assistors needing to be recorded. Members will not be able to access the recording of other members unless they are also set up as leaders.

  2. New Users - All new users must be assigned as a member of a Group so that contacts will be delivered to the manager’s inbox for review. Assistors must be profiled and placed in the Ultra 10 hierarchy prior to logging onto access and taking calls. Each new user added to the system must be validated against the Active Directory Domain (DS). If the employee has not yet been added to the DS domain, they cannot be added to the database. Once a user is imported to the Ultra 10:

    1. apply the appropriate template

    2. assign them to the appropriate group and

    3. populate Assistors and Leads (agent and lead templates) with PBX ID and Switch, and

    4. modify the time zone according to the user’s location – the Templates are set to Eastern Time zone by default.

  3. Moving Users- should follow the directions below when relocating users:

    1. Reassignments - When users move from one group to another, place the user into the new group as a member or a leader depending on their role. If the user is moving to a new function or site, the losing site should move the user to an established ‘suspensed’ group. The receiving site will then be able to place the user into a local group within the Ultra 10 hierarchy. For detailed instructions, see Contact Recording section on SERP under IRM Supplements.

    2. Removals (Retired, Resigned, etc.) – When users leave employment remove the user from the former group and move the user to an established "suspensed" group .

    3. Furlough and Extended Absence – When a user is furloughed, on extended leave (Military, etc.), or on a detail, place the user into the "local holding" group as a member and remove the user from the former group.

    4. Deletions – The ability to delete users from the Ultra 10 database is reserved for BOD Representatives.

1.4.21.1.2.12  (01-01-2009)
BAA: Trouble Shooting Guide:

  1. General Trouble - Shooting and System Maintenance - BAAs must work with managers and leads to ensure assistor's calls are being recorded and delivered to group inboxes for review. Reports of missing contacts are generally the first indication of workstation software and/or configuration problems or server (Voice Acquisition Module (VAM)) errors.BAAs should also review the system routinely to ensure the system is functioning normally, BAAs should periodically:

    1. Review for contacts with screen. If there are no recent contacts with screen, this may be an indication of problems. As a general rule, 10 percent of contacts should have screen (approximately 10 per open search page).

    2. Review for assistors with greater than 10 percent screen capture. If assistors consistently have greater than 10 percent of screens recorded, contact the functional BOD representative to ensure screen capture is restored to system settings. (If individual asistors receive more than 10 percent , the remaining staff will have reduced screen capture).

  2. Enhanced BAA Permissions – A limited number of BAAs will be granted permission to search for "All Groups and Users." This allows the BAA to perform open searches in ULTRA-10 and identify contacts that have been recorded but are not associating with specific assistors. These situations generally indicate workstation configuration errors. BAAs with enhanced permissions can directly trouble-shoot the causes of workstation configuration errors. However, more often, BAAs with enhanced permissions will work with site level BAAs to identify the faulty workstation. At this point the local BAA will resolve the workstation configuration problem or open a ticket if necessary. Each function (AM, Compliance, EPSS) will develop their allocation of duties between BAAs with enhanced permissions versus BAAs with standard permissions.

    Note:

    OL 5081 has not been updated to reflect the BAA with enhanced permissions. Until this update is made, the functional BOD representatives will work with the business to establish who these individuals will be.

  3. Trouble-Shooting Guide – A Trouble Shooting document has been developed and is located in the Contact Recording section on IRM Supplements, Ultra Troubleshooting Database, located on SERP. BAAs should use this guide to help them diagnose and resolve or refer issues to MITS.

  4. MITS Tickets – When BAAs are unable to resolve an identified issue directly, an ITAMS Ticket should be opened describing the problem in detail. A distinction must be made between audio (voice), screen capture problems or both. Please include the number of users and agents affected. For example, if contacts are not being delivered to the inbox, identify the number of assistors with contacts not being delivered in addition to the number of users (leads and managers) affected. Specific examples should be provided to help resolve the issue. If individuals other than BAA’s submit tickets, the BAAs should be informed and identified as the POC whenever possible depending on the problem encountered, you should be submit the following:

    1. Computer Names,

    2. Instrument Numbers,

    3. Acquisition Module Numbers,

    4. Screen Acquisition Module Numbers,

    5. Channels,

    6. Affected assistors by name, and SEID

    7. When the employee will be taking calls

  5. Software Packages - Verint Ultra version 10 has 2 software installation packages. When submitting a ticket to have software installed, specify which package is needed:

    1. BAAReviewer – Individuals who will use the system but will not be recorded.

    2. CSReviewer – Leads and Assistors – those who take calls and will be recorded.

1.4.21.1.2.13  (04-01-2005)
Systems Security Responsibilities

  1. For security purposes, perform the following tasks:

    Note:

    Some or all of these functions may be assigned to someone other than the SA in some call sites as a collateral duty. Bargaining unit employees are not permitted to perform The security segment of IDRS security. .

    1. Prepare written instructions to users and conduct training to promote overall system security,

    2. Maintain a current and historical master record of all control numbers, ACS (Automated Collection System), RACF (Resource Access Control Facility) and IDRS ( Integrated Data Retrieval System) users within the call site where applicable,

    3. Control access of authorized employees to ACS, RACF and IDRS through distribution and/or update of new passwords and profiles,

    4. Maintain on the parameter file system-wide records concerning security,

    5. Perform periodic reviews of IDRS command code profiles with managers to ensure that employees have only those command codes that are required to complete the job,

    6. Assure that profile change requests are appropriate and meet security criteria,

    7. Monitor security reports,

    8. Ensure that ACS, RACF and IDRS violations are identified and appropriate remedial actions are taken where applicable,

    9. Inform management of continuing violations and provide appropriate documentation, and

    10. Maintain appropriate records of security violations.

1.4.21.1.2.14  (01-01-2009)
Employee and Building Security Responsibilities

  1. In situations of threats received on the telephone (i.e., bomb threats, suicide threats, or other threats of bodily harm to employees or their families), the phone representative will push the EMERGENCY button on the Aspect Teleset, to allow the call to be recorded.

  2. This procedure will begin the recording of the conversation and notify the SA an emergency exists at the phone representatives work station.

  3. Notify JOC/TIGTA and obtain the following details for tracing the call:

    • Product line on which the call was received;

    • Time received and length of call and;

    • Employee extension number.

  4. Provide the detailed information to JOC/TIGTA (Treasury Inspector General for Tax Administration) and make the recorded telephone call available if requested.

  5. Maintain a copy of the trunk record, agent and trunk detail reports in a security file. This information may be required for future reference.

  6. Conduct physical security sweeps of assistor area to identify and document possible disclosure issues, i.e. prints left on printers with TINs, unlocked cabinets containing 6209, etc.

  7. In the event of Fire Alarms or Drills and other building evacuations

    1. Assistors should be advised to explain there is an emergency in the building and follow the call site procedure. In most cases if this is a call back they should apologize and offer to return the call as soon as possible and then hang up. If this is an incoming call, they should apologize and request that the caller try again later or on another day and end the call.

    2. Notify JOC as soon as possible at the start and once the event is concluded

1.4.21.1.3  (04-01-2005)
Managing the Automated Call Distributor (ACD)

  1. Your primary responsibility is to monitor and manage the telephone system to ensure adherence to schedule in addition to the other guidelines or objectives provided by JOC/BOD/Directorate.

  2. The telephone system consists of a number of components including the telephone service vendor circuitry, ACD, other computerized hardware, software, terminal equipment within the call site and the cabling necessary to connect all of the components into a working system.

1.4.21.1.3.1  (01-01-2010)
Call Center Environment / Contact Center Environment (CCE)

  1. The (CCE) is an infrastructure dedicated to support taxpayers and IRS partners, who want to communicate with the IRS via telephone network. Such communications include conversation with customer service personnel, inquiries via verbal and keypad exchange with special computing platforms and electronic filing via telephone. To ensure effective operations, the CCE is made up of state of the art call routing and distribution (ACD, ICM (Intelligent Call Management), and computer telephone integration (CTI) platforms (i.e. Voice Response Unit (VRU). Listed below are the major components of the Contact-Call Center Environment:

    1. Automated Call Distributors (ACD): is the part of the infrastructure performing distribution of taxpayer calls between resources (Agents and VRUs) within a call center (i.e. Aspect). The call distribution process is interactive with a caller and driven by information provided by a caller via a telephone dial pad. Before the caller can reach a particular ACD, a call is routed nation-wide by the ICM system. ACDs are specialized telephone switches that connect the call center to other call center resources.

    2. Computer Telephone Integration (CTI, VRU): This segment represents a special purpose infrastructure built to provide integration between telephone-voice technology and computer-based applications. It includes platforms incorporating two types of interfaces and translation between them: telephone interfaces, communicating analog voice and telephone signaling, and computer interfaces, communicating digital data. CTI platforms, sometimes called Voice Response Units (VRU) or Interactive Voice Response (IVR), are deployed in the CCE to support such telephone-based applications as TRIS / ICCE , and TELETAX. These platforms collect the necessary information to direct the caller to the appropriate resource. The Internet Service Node (ISN), a web-based platform , will collect caller information to determine the skill needed to handle the issue. This platform will Prompt/Collect, Queuing, and Call Control services for Contact Centers and self-service IVR applications. The accumulation of telephone calls will be placed in a queue until delivery can be initiated to a resource like a phone representative. The prompter communicates with the Intelligent Contact Management (ICM) to understand the correct place to send a call. Phase II of the ISN launched Enterprise Queue ( EQ). This features allows work types (e.g., calls, paper correspondence, email) to be treated as if they are part of single large enterprise queues. In this manner the ICM platform can look at all IRS resources across the enterprise, as if they were part of a single large agent pool for a single application. Enterprise Queue represents a departure from queuing at the ACD/Site level. Calls instead will be queue at the national level for distribution to the next available resource.

    3. Intelligent Contact Management (ICM): Intelligent Contact Management is a sub-segment of the Contact-Call Centers that provides skill-status based call routing between multiple IRS’ Call Centers. It monitors real-time status and availability of Automated Call Distributors (ACD), Voice Response Units (VRU) and Agents (Customer Service / Collection Representatives) at more than 25 Call Centers and directs Public Switch Telephone Network (PSTN) Service Provider (AT& T) to route a call to a particular destination. Such real-time call management is performed based on a dedicated ICM’s server-network infrastructure, which is comprised of central ICM servers (at two locations: prime Martinsburg Computing Center (MCC) and backup Tennessee Computing Center (TCC)) and peripheral ICM servers at the call centers).

    4. Customer Voice Portal (CVP): CVP is also referred to as: Customer Voice Portal - Enterprise Queuing (CVP-EQ)and Internet Service Node (ISN) / Customer Voice Portal (CVP). In any case CVP is a web-based platform that provides for Prompt/Collect, Enterprise Queuing, and Call Control services for contact centers and self-service Interactive Voice Response (IVR) application . It allows the Contact Center Environment (CCE) to become a multi-channel contact center (instead of a call-only center). Customer Voice Portal - Enterprise Queuing allows calls to queue in a central network location instead of at the individual call sites. The call is in queue for every agent group in the enterprise that can handle it. Queuing calls at an enterprise level is a more efficient use of resources since it prevents calls from being "stuck" at one site, while there are resources available at another. Doing so helps ‘normalize’ queue times across the enterprise. See IRM 3.42.7.6, "Internet Service Node (ISN) / Customer Voice Portal (CVP) for additional information. "

  2. "Compliance" : When a caller to the Compliance call site enters a Tax Identification Number (TIN), that number is passed from the local call center to the remote compliance host system. The Compliance sites receive calls on 800 829–7650 (WI) and 800 829-3903 (SB/SE). In addition Hearing impaired taxpayers with TDD/TYY (telecommunication display devices / teletypewriterequipment) call the Federal Relay Service (FRS) at 1-800-877-8339 and indicate they are trying to reach either 1-800-829-7650 (W& I) or 1-800-829-3903 (SBSE). Other IRS services may also be reached through the FRS.

  3. "Accounts Management" sites are configured to handle toll-free calls using the following numbers 800 829-1040 Individual Income Tax Services Line (WI), 800 829-4933 Business and Specialty Tax Line (SB/SE), and 800 829-1954 Refund Hot Line (WI). The caller may be required to enter the TIN (Social Security Number (SSN) or Employer Identification Number) on account related applications. In addition hearing impaired taxpayers with TDD/TYY equipment call 1-800-829-4059 for tax assistance.

  4. Currently the toll-free numbers are screened by the Internet Service Node (ISN) IVR (Interactive Voice Response) system.

    Note:

    subsections 1.4.21.1.3.2 - 1.4.21.1.3.4.1 apply to Compliance call sites only.

1.4.21.1.3.2  (04-01-2005)
Compliance: Resource Allocation Control File

  1. The Resource Allocation Control File (RACF) system exists in the appropriate campus and is used to control access to the Compliance host system. To add or remove users from the ACS system the following steps must take place:

    1. The Compliance systems administrator / analyst must make sure the Online Form 5081 procedure is completed to have an RACF user number for all new employees and

    2. The RACF user number is entered on the Compliance Security Maintenance Screen (SM00).

1.4.21.1.3.2.1  (04-01-2005)
Compliance: Procedures for Profile Resume

  1. This process is utilized to specify that a user is to be allowed access to the system again. The analyst would normally use RESUME to restore a user's access to the system which has been revoked by:

    1. Three consecutive unsuccessful password/log in attempts or

    2. A prior REVOKE command

  2. You can assign a new entry password and RESUME the profile at any time. Always remember to do the following:

    1. DISPLAY the user before resuming that user, and

    2. Verify that the appropriate action is taken on the correct user.

1.4.21.1.3.2.2  (04-01-2005)
Compliance: Profile Revoke Procedures

  1. When an employee's profile is `REVOKED', this specifies that RACF is to prevent a user from accessing the system. The user's profile and DATA SETS are not deleted. The user cannot access the system, and the employee will be denied access at their next log-in attempt,

  2. A user should always be `REVOKED' if detailed to another position for 30 days, and

  3. If they no longer need ACS/ICS access the user should be removed from the RACF system.

    Note:

    Remember to `DISPLAY' the user id before revoking or resuming, and verify that the appropriate action is being taken on the correct user.

1.4.21.1.3.3  (04-01-2005)
Compliance: ACS/ICS Parameter Files

  1. The Parameter File gives direction for the ACS System and is used to make changes to Parameter Maintenance Files (PM00). The file has various levels of case closure information and screen displays. It also contains an administrative file that is used at local discretion. Changes to the parameter tables should be limited to the security analyst.

  2. Changes to these files can be made on line through the management menu item PM00. The most commonly changed items 07—Call Site Scheduled Data: The primary use of this screen is the change of standard and daylight saving time. Based on hours of operation, start of day, end of day, first legal call, last legal time of call and busy and no answer intervals can be changed.

1.4.21.1.3.4  (04-01-2005)
Compliance: ACS Systems Miscellaneous Responsibilities

  1. The Compliance systems administrator / analyst must complete the Online Form 5081 process to access their sites database (shadow data base SYS P),

  2. QMF reports for Windows can be created and produced based on the needs of the site to assist management with inventory control, and

  3. Ensure that QMF Reports are distributed to the appropriate Compliance personnel. Any QMF Report can be requested to target specific inventories, teams, functions or units for expedite processing.

  4. Provide any assistance required for the proper function of the Martinsburg Computing Center ACS Data Base and

  5. Work with ITS to prepare any necessary inventories of equipment located on the call site floor.

1.4.21.1.3.4.1  (04-01-2005)
Compliance: ACS QMF Reports

  1. ACS call sites have their own unique reports termed as "QMF" which refers to reports stored and generated by the IBM computer. ACS has the capability of generating management information reports at various levels.

  2. Management Reports are accessed through the Manager's Menu and can be viewed on the computer terminal upon command. ACS call site management should use those reports which provide relevant data within their area of responsibility.

  3. While reviewing and analyzing reports, keep in mind that statistical data does not equate to quality of work being performed. Statistics are only indicators of areas where a more in-depth evaluation may be required. Numerical indicators should be used to focus on potential areas for review.

  4. These reports may be printed on the ACS printer in the work area or overnight during batch processing, and include:

    1. Daily Workload by Team

    2. Daily Workload by Team/Function/Unit

    3. Teach List

    4. Employee List by Name

    5. ACRM5001 Weekly Production Report

    6. ACRM5002 Analysis of Balance Changes

    Note:

    See subsection 1.4.21.6.4.1 for samples of the reports listed.

1.4.21.1.4  (01-01-2010)
Best Practices

  1. The following practices have been determined to be beneficial in the management of Aspect call sites where applicable:

    1. Database and Voice Backup: Ensure the Aspect Database and Voice System backup and verification are completed periodically and coordinate with ITS for storage of the backup DVDs;

    2. Job Aid (electronic versions are easier to maintain) : Create and update an administrator / analyst job aid to be utilized by any person assigned to act in your absence. This job aid will supplement the information available on the JOC web site and should Include essential: web addresses, names and telephone numbers of systems or circuitry vendors/customer engineers routinely contacted for servicing the call site, and

    3. Process for Relocation of ACS Terminals and Telesets: Prior to relocating Compliance terminals and telesets, delete the toolset instrument numbers from the ACS SKIL table. Re-input the instrument numbers into the table upon completion of the move.

    4. "Net Send" ( a Microsoft product for screen pop) used to notify employees when they need to sign-on under a different extension / agent group.

    5. eWFM PROBLEM: User Cannot See All Employees Assigned to Team. RESOLUTION: If the user calls to report that they cannot see all the employees on assigned to their team, check the Employee Record group assignment to verify the team assignment. If the employee record indicates a correct team assignment and the current date is after the assignment date, check the user’s Employee Filter setting to ensure that the Use Tracking Date setting has been activated. Failure to set the Use Tracking Date setting will result in screen displays that do not show all recent changes.

1.4.21.1.5  (04-01-2007)
Trouble Reporting Procedures

  1. When a problem exists within one of the systems, determine the following from the available information:

    Note:

    Procedure provided on the JOC web Page includes Outside of Principle Period of Maintenance (OPPM/PPM) guidelines. Currently JOC will frequently detect, report and initiate corrective actions concerning problems before the site becomes aware of the situation. The procedure provided below doesn't supersede any procedure currently in use. Each site should check with their BOD / Directorate to determine if this reporting procedure is in conflict with local practice. See the table below for the System Troubleshooting Guide.

    1. Nature of the problem,

    2. When the problem started (date/time),

    3. Location (site name and complete address),

    4. Contacts (primary/secondary and telephone numbers) and

    5. Is problem chronic or intermittent.

  2. The following actions are involved in reporting system problems.

    1. Report the problem to your Directorate/JOC/BOD/local management

    2. JOC will take the required action to resolve the problem.

    PROBLEM ACTIONS TO TAKE
    No incoming calls to agents • Determine if there are agents signed into an agent group that would affect incoming calls. For example, calls going to emergency. • Check for trunk problems. • Determine if the site is experiencing any local network issues. • Report the problem to JOC and ask them to check if anything is wrong with CCT. Note any site conditions that may help pinpoint the problem.
    Calls received in an application unscheduled • Report the problem to JOC. It is possible that the site’s PGs are offline or bounced. • When in a PG down condition, calls received may show up if the site has a 700 series CCT. • Determine if the call was transferred to the application in error.
    PGs are Bouncing (going on and offline) • Ensure that you have coverage in all Agent Groups for which the ACD has CCTs set up. • The site will start getting calls on topics that they do not normally answer, and staffing will need to be adjusted to assist the callers in these areas. • If this occurs, see "Calls received in an application not scheduled" for further direction.
    Call in queue is not being answered by available agent • Check if agent is staffed in the proper agent group for handling the call. • If longest call in queue, staff AG200 for English, AG201 for Spanish, to pick up the call. • If still experiencing problems, contact JOC.
    ACD has switched to backup • Report the problem to JOC ITS to initiate actions with Aspect for a resync. • Other functional areas will need to contact their site Aspect rep or COE.
    RSC Down • If you are a remote site, you will need to determine whether the T1 is down or the card is down. To accomplish this, first check the RSC for a straight horizontal row of red, green, or yellow lights. Find the corresponding CSU card and determine if it has an error by looking for a combination of red and yellow lights. If this is the case, the trunk (T1) is the issue; otherwise it is an Aspect issue.
    Hung Trunks • Monitor your trunks for "hung trunks." A hung trunk is caused when a caller disconnects and the ACD does not receive the signal that would disconnect the line. If this occurs, you need to identify the trunk and monitor the call via the Aspect Teleset. If truly a hung trunk, locate the trunk in Hardware Administrator and deactivate, then reactivate the trunk. This should remedy the hung trunk situation. If not, then contact JOC.
    Headset • If the headset is not working properly, only one of the pieces of the headset may be malfunctioning. The voice tube may be blocked or the quick connect cable split, etc. Use a working headset and swap parts to determine the malfunctioning piece.
    Agent Unable to SIGN-ON Teleset • Make sure that the agent’s extension is in the "active" state and also if they are using the correct password for their extension number. You may need to reset the password using Agent Administrator.
    Recording Announcement provided by tape/CD • Connect the recording adapter box to the Teleset.
    • Using the tape deck speaker connection on the recording adapter, connect box to tape deck.
    • Insert the tape into the tape deck.
    • Record announcement.
    Recording Announcement from the ACD to tape • Connect the recording adapter box to the Teleset.
    • Using the tape deck microphone connection on the recording adapter, connect box to tape deck.
    • Insert the tape into the tape deck.
    • Record announcement.
    Custom View Not Receiving Data • This is caused by errors on the Real Time Server.
    • If you have access to the Real Time Server, log onto the server.
    • Go to Start, Shutdown.
    • Select Restart and click OK.
    • If you do not have access, call in a help ticket to have MITS restart the server.
    • Once the Server restarts, all users will need to turn off, and then turn on Data On in the Custom View software. This is accomplished by going to the options menu, uncheck Data On, and then recheck it
    Real Time Adherence Connectivity Lost • Contact JOC IT
    • Contact Number (678) 530-5014, Select Option 3 JOC ITS.
    Real Time Adherence Reboot Server • To reboot the server, you will need the Password.
    • Log onto the server.
    • Go to Start, Shutdown.
    • Select Restart and click OK.
    • Once the server reboots, log back onto the server to restart the service.
    Teleset has a Blank Display • Ensure the Teleset is plugged in.
    • Try a new telephone cable.
    • Attempt to activate all offline/deactivated Telesets in hardware manager.
    • If problem still exists, contact the person responsible for the Rack in your site and ask them to check the device punch downs (wire connections).
    Teleset buttons/ display not working • Be sure to attach a note to the Teleset specifying the issues. The Aspect tech will need this information when they replace the defective sets.
    If access to ACD via Systems Management Suite is lost, and calls are still coming in • Check that yours is not the only PC affected. If it is, try rebooting the PC.
    • If not, contact MITS to get the LAN connection restored.
    Custom View Canvases are blank • Check under options to see if Data On is checked. If not, do so. • Check the cc.txt file to ensure that IP is input correctly.
    • If you are still getting no data, and others are having the same problem, see Custom View Not Receiving Data, above, for reboot information.
    Cross Talk Occurs • When there are two agents on the same call, or the agent hears the caller, or hears music on hold.
    employee should hit the "BAD LINE"
    • If this occurs, hit "BAD LINE, then
    " there is a form on the JOC web page at http://joc.enterprise.irs.gov/new/josh/operations/ CROSSTALK%20REPORTING%20PROCEDURES.doc that needs to be completed by the agent and faxed to JOC.
    WebView • We utilize WebView to monitor adherence. If you are unable to connect to WebView, first check the log on the JOC Web page to see if there is a listing of problems with WebView.
    • If there is no listing of problems, contact JOC.
    • If one of the servers is down, sign onto the other server, but you will need to create a report to view on that server.
    • Once your normal server is back, go back to using that server.
    RTA • If you receive the error message "Invalid Account" , the server does not recognize the login name/password combination.

    • Check to ensure you are typing the correct information. The logon and password are the same as the DS logon. Remember, the passwords are case sensitive.

    • Check to ensure you have not locked your DS account. If in doubt, utilize the Identity Management Suite to unlock the logon account.

    • Check to ensure you have access to this program. If you are a new user, check your application access to ensure eWFM is in your profile. RTA should be added to your profile with the eWFM 5081 request.

    • If the above does not resolve the issue, open a trouble ticket for administrator assistance.


    • The following circumstances can cause a delay:

    • The RTA server program is not running.

    • RTA is using an incorrect IP address to connect to the server.

    • The server is overloaded and temporarily unable to respond to a login request. In this case, RTA will send you a "Maximum Connections" message. To log in, you will have to wait until enough users log off of RTA.

    What if a user cannot access eWFM? • User may receive the following error message: "Local policy does not allow you to log-on interactively." User must submit an on-line 5081 to receive approval for access to eWFM. User profiles with 5081 approval should display the assignment of the appropriate use group.
    No 5081 was submitted

    • Direct user to submit on-line 5081


    5081 was submitted, not in user groups

    • Open trouble ticket. Request Enterprise LAN Accounts Administration (ELAD) assign the approved user to the appropriate user group.


    5081 was submitted, assigned to user groups

    • make sure the eWFM wrap package was installed for the users desktop/RTA icon.

    • If wrap package was installed, re-run the wrap package and re-test the icon; if still dysfunctional, open trouble ticket indicating that user cannot access RTA from the desktop icon.

    Has the eWFM wrap package been run on the user’s PC? • The wrap package sets up the PC for eWFM access. The blue and orange RTA icon will appear on the user’s PC desktop if the wrap package has been run. Test the icon.

    • No RTA icon – run the eWFM wrap package (location of wrap package differs from site-to-site).

    • RTA icon dysfunctional – re-run the wrap package and re-test icon; if still dysfunctional, open trouble ticket indicating that user cannot access RTA from desktop icon.

    • No eWFM icon – Copy eWFM executable icon to user’s desktop; edit the icon (right click/edit) by entering the correct server ID and inserting user’s name (SEID); save the new icon.

    • eWFM icon dysfunctional – Check the user name in icon properties; if correct, delete icon and recopy to desktop and edit; if still dysfunctional, open trouble ticket indicating that user cannot access eWFM from desktop icon.

    • eWFM icon functional/user cannot access eWFM – open trouble ticket indicating user cannot access eWFM from desktop icon; recommend that eWFM Administrator check Oracle user database profile and/or eWFM application profile via Access Manager.

    • eWFM icon functional/user can access eWFM – no problem exists.
    User cannot successfully access eWFM • User may receive the following error message, "Invalid user name or password." The eWFM icon should appear on the user’s PC desktop. Test the icon.

    • No eWFM icon – Copy eWFM executable icon to user’s desktop; edit the icon (right-click/edit) by entering the correct server ID and inserting user’s name (SEID); save the new icon settings.

    • eWFM icon dysfunctional – Check the user name in icon properties; if correct, delete icon and recopy to desktop and edit; if still dysfunctional, open trouble ticket indicating that user cannot access eWFM from desktop icon.

    • eWFM icon functional/user cannot access eWFM – Open trouble ticket indicating user cannot access eWFM from desktop icon; recommend that eWFM Administrator check Oracle database profile and/or eWFM application profile via Access Manager.

    • eWFM icon functional/user can access eWFM – no problem exists.
    eWFM Error Messages • Application Error – The instruction @ "OY7C5737EB" reference memory @ "o100000020" . The memory could not be "written" click OK to terminate program.
    • The instruction at "0x7c5737eb " referenced memory at "0x00000020" The memory could not be "written." Click on OK to terminate the program.

    • These first two errors are problems with eWFM interacting with the operating system. Basically, the program is trying to write some information to memory and cannot. This was resolved by expanding the memory allotted to Oracle for eWFM.


    • "List index out of bounds" (get this error when working within the trial segment worksheet).

    • For retrieving segments, eWFM will create some temporary files on the client to hold the data. This error could occur if the temporary file cannot be created, or there is some other problem with it. We thought this problem was resolved since it appeared to be a local issue in most cases. Contact JOC and get screen prints of both tabs on the error message dialog box.

    eWFM Error Messages (continued) • "Unexpected Error, Please consult the Advanced Tab for more information" appears in the database error window when trying to add and save Team numbers.

    • This is usually an oracle database error, but JOC would need the information on the Advanced tab to be able to say for sure. There is no generic response for this condition.

    • When working in Trial Schedule Manager trying to make schedules (or segments) "official," the error message below appears in the Updater Violation window of eWFM – "Updater is unable to process your request because it has exceeded its timeout for attempting to connect to this database alias. Please contact your eWFM administrator for assistance."

    • This is an Oracle connection problem. Updater is trying to connect to the database, and for some reason, cannot connect to the database. Does this error only occur when saving large amounts of data, or more frequently? This can usually be corrected by stopping and restarting the Updater service. Since this action can only be done by TCC, it is recommended that a trouble ticket be opened with the JOC help desk.

    • Another problem occurs when using Employee Explorer…when toggling between the assignment and employee tabs, the screen often freezes and a "not responding" error message appears.

    • This is a Terminal server issue that could be caused by any number of things. You would need to contact JOC for them to receive additional information about the terminal server setup for the locations receiving this error.

    • On several occasions when trying to change an employee’s ID, sites receive the error message below. To determine if the number is being used elsewhere, they review the primary and secondary numbers in the database. The message indicates they need to use a unique number. Several times they are not able to locate where the number is being used and any hints on how to resolve the error condition. (ORA-00001:unique constraint (TCSBOWNER.AK1EMP) violated. The employee ID must be unique.

    eWFM Error Messages (continued)

    • If they are having problems locating the duplicated ID, have them go to Tools/Options and deselect the "Hide Inactive Employees" checkbox on the General tab. It sounds like they are duplicating the ID of either a terminated or inactive employee.

    • The set containing the nominal date, the segment code, the start moment, the stop moment, and the trial schedule must be unique.

    • This is a message that indicates that a user is trying to create two trial schedule sets in the same Staff Group with the same name. Within a Staff Group, it is not possible to have Trial Schedule sets with the same name.

    • Detail segments with the same employee, segment code, and nominal date overlap.

    • This error means that the user tried to save a segment code twice. For example, if an employee already has a BREAK segment from 10:00 – 10:15 on a certain day, a user cannot save another BREAK segment that overlaps the 10:00 – 10:15 time frame.

    • Segments of category work must be contained within segments of category CONTNR or Segments of category of NODISC must be contained within segments of category CONTNR.

    • These two errors result from the violation of segment entry rules. These rules are set up in the Setup Editor. In the first case, it is saying a segment code that is in the WORK category must be contained within a container segment. This rule prevents an employee from having a work segment outside of their shift. The second says that a non-discretionary segment must fall within a container segment. Usually Break or Lunch would be non-discretionary segments. These errors indicate that someone is entering official segments incorrectly.
      A general segment and a detail segment with the same employee and segment occur on the same nominal date.

    • This occurs when someone attempts to save a general segment on a day that the employee already has a detail segment with the same segment code. For example, if I have an employee with a detail segment of VACA on 11/20, I cannot add a general segment of VACA on 11/20. The opposite is true. If I have a general segment with the code VACA for a day, I cannot add a detail segment on that same day.

    eWFM Error Messages (continued)
    The exception unknown software exception (0x0eedfade) occurred in the application at location 0x7c57e592. Exception EoleException in module tcs.exe at 000A13f3. ORA-03114: not connected to Oracle.

    • This occurs when there is a problem with the client connecting to the Oracle database. In most cases, this has been seen when someone leaves an inactive client open for a long period of time. In that case, Oracle disconnects the idle session after a certain period of time, so when the user goes back to eWFM, they get this error when needing to access the database.

    Who do I contact if I have added a new employee to the Employee Explorer, yet I am unable to locate this employee? I tried to re-input their information but was advised their ID already exists, so I know the employee is there. • If you fail to assign an employee to all pertinent groups, CATGRY, DEPTS, DIR and TEAMS, you will not be able to see them in eWFM. (ACS does not use DIR.) Failure to assign an employee to the pertinent group assignments will result in an inability to view his/her information record in eWFM. It basically appears as though the employee you have added has disappeared into thin air. However, the employee information you have added is still in eWFM, but before you can actually view their information records, submit a MITS help ticket for eWFM explaining the problem. An eWFM administrator will contact you to request the information for the group assignment code(s) you failed to complete.
    Crystal Report Problems • Error message

    • Cannot open SQL Server
      Is database password present? (Will show as *******.) If not present, enter password. If yes, delete it and "Update" then reenter and "update."

    • One or more required Parameter fields are blank.
      Determine which Parameter is blank, advise user.

    • Recipient error. CrystalEnterprise.Smtp
      Is email address entered correctly? Make sure email address is entered exactly the same as on Outlook.

    • Info Server cannot access the specified printer.
      Is the printer ID correct? Check printer information on Field Server. If not the same as the one user entered, advise of correct printer ID.

    Crystal Report Problems (continued)

    • Not enough memory for operation.
      Is the report scheduled too close or at the same time as another report? Have user check preferences on Eportfolio to ensure that time is set for local time. Check to see if report has successfully run after failure. Verify user reports are scheduled to run at least 1 minute apart.

    • Error detected by database DLL:
      This error message does not seem to be tied to one specific problem. As a general rule, verify that both default servers are set to the Sites.

    • Both "Error detected by database DLL" and "Not enough memory for operation"
      Seem to occur after an APS reboot or Field Server reboot. It seems to occur because there are too many reports trying to run at the same time.

    • When working the failed reports listing, be sure to delete the failed report instance and the scheduled, ‘recurring’, instance if the report will not run successfully.

    • When emailing reports, the "From" line cannot contain spaces.

    • The enterprise does not do a look up against Outlook to validate E-mail addresses. If there is a typo in the address, i.e.: middle initial, the report will show as successful, but the intended recipient will not receive the emailed report.

1.4.21.1.5.1  (04-01-2005)
Problem Resolution

  1. JOC resolution actions will include the following:

    1. Log the information on the JOC ITS LOG on the JOC web page,

    2. Determine the priority level of the problem,

    3. Utilize JOC on site vender (Aspect) to correct the problem when possible,

    4. Contact the required vender and coordinate resolution including site visitation if required,

    5. Take the necessary action to escalate the problem to contact the vendor Customer Support Manager or other Management representative if the problem has not been resolved within the time frame provided by the vender.

  2. The SA should keep the Directorate/BOD/local management informed of the status of the resolution of the problem.

1.4.21.1.6  (04-01-2005)
Telephone Program Reports

  1. Reports are extremely important to overall call site performance. You will track and archive everything that can be documented through a report. Use Crystal Reports version 10. See Aspect Call Center Reports Reference Guide for Crystal Reports 10 information.

    Note:

    Aspect no longer provides support for Crystal reports. Use the SA network to determine if there is a known solution to any problems that occur.

1.4.21.1.6.1  (04-01-2007)
Aspect Call Center Reports

  1. The Crystal reports from Aspect provide management with telecommunications, system and its agents performance information. Report standards, templates and guidelines are described in the Crystal Reports software package and Users Guides. Crystal Enterprise allows you to increase user satisfaction with detailed and flexible reports. With more than 100 formatting options and support for more than 30 major data sources, Crystal Reports and Crystal Enterprise deliver complete control over data access and presentation. End users can drill down into reports, sort and filter information, refresh reports, add comments and threaded discussions, print reports, and export them into many formats including PDF, Excel, and Word. In addition there are a host of other reports available from the JOC web site (i.e., Real Time Adherence (RTA), Enterprise Telephone Data Warehouse (ETD) see Exhibit 1.4.21-1, WebView See subsection 1.4.21.2 and Exhibits 1.4.21-12-14). Also refer to ETD and the Executive Level Reports Executive Level Reports, etc.). As previously mentioned these sites are available on the JOC web site.

    Note:

    Any corrective actions suggested from the various reports available must be coordinated with the BOD/JOC/Directorate contact(s).

  2. Reports are available for one or more time periods and include the following data elements:

    1. Agent Activity,

    2. Application Activity ,

    3. Call Data,

    4. Trunk Group,

    5. Voice Data, and

    6. DNIS

      Note:

      The subsections below will provide only the title of the folders where the reports are located.

1.4.21.1.6.1.1  (04-01-2007)
Aspect Reports Overview: Crystal Reports 10

  1. Aspect Call Center Reports (Crystal Reports 10) include numerous reports, grouped in the following report folders:

    1. Application Reports: The Application report folder contains nine reports that provide call data based on business application groupings. These reports can be used "as is" with Crystal Enterprise 10 or can be customized with Crystal Reports to fit your specific needs.

    2. Cross-Reference Reports: The Cross-Reference report folder contains 17 reports that provide resource cross-reference information. These reports can be used "as is" with Crystal Enterprise 10 or can be customized with Crystal Reports to fit your specific needs.

      Note:

      A new feature of Call Center Reports v3.0 is the ability to run reports in the Cross-Reference folder against multiple data sources

    3. Facilities Reports: The Enhanced report folder contains 13 new reports that provide requested enhancements to the standard report set. These reports can be used "as is" with Crystal Enterprise 10 or can be customized with Crystal Reports to fit your specific needs.

    4. Enhanced Reports: The Facilities report folder contains six reports that provide trunk and call tracking information. These reports can be used "as is" with Crystal Enterprise 10 or can be customized with Crystal Reports to fit your specific needs.

    5. Personnel Reports: The Personnel report folder contains 15 reports that provide agent data based on agent group or team groupings. These reports can be used "as is" with Crystal Enterprise 10 or can be customized with Crystal Reports to fit your specific needs.

1.4.21.1.6.2  (04-01-2005)
Report Samples

  1. Application Management Reports: Application Management Summary, The Application Management Summary report summarizes call activity for applications.

    Note:

    (See Exhibit 1.4.21-2 )

  2. Facilities Management Reports: Trunk Profile: The Trunk Profile report gives call details for individual trunks ordered by trunk group. You can identify trunks in need of repair by the number of reported problems. If call abandonment rates are high, you need to have JOC adjust the CCT for that trunk group to play more announcements or give a message-taking option sooner. There may also be a need to give this trunk group priority over others so that it can be answered sooner. By using different templates and different prompt settings, you can focus the report on a given time span, for example, Last Tuesday or a specified interval of days.

    Note:

    Only those trunk groups that received calls during the report's time frame are included in the report. (See Exhibit 1.4.21-3)

  3. Personnel Management Reports: Agent Performance, the Agent Performance report will show general call activity for all agents signed on to the system during a specified time period. This information is useful in determining whether it is necessary to rearrange agent groups and in evaluating individual agent productivity. This report is available as a daily or specified interval of days.

    Note:

    (See Exhibit 1.4.21-4)

  4. Personnel Management Reports: Agent Sign-Off/Idle with Reason, the Agent Sign-Off/Idle with Reason report will show exactly when agents signed on or off an agent instrument or entered Idle state and the reasons they specified for doing so (as defined by reason codes). This report is available as a daily or specified interval of days.

    Note:

    (See Exhibit 1.4.21-5 )

1.4.21.1.6.3  (04-01-2005)
Crystal Custom Reports

  1. Currently there are a large number of Custom reports designed for our use. These reports can be revised by using different templates and different prompt settings to focus on a desired resource. For assistance in the design of Custom Reports, see the guidelines available from the following Crystal sources: on line help, User Guide and JOC web page for help procedure.

1.4.21.1.6.4  (04-01-2005)
Compliance: Automated Collection System (ACS) QMF Reports

  1. The following list of sample reports are as follows:

    1. Daily Workload by Team

    2. Daily Workload by Team/Function/Unit

    3. Teach List

    4. Employee List by Name

    5. ACRM5001 Weekly Production Report

    6. ACRM5002 Analysis of Balance Changes

1.4.21.1.6.4.1  (04-01-2005)
Daily Workload Reports

  1. Daily Workload Report, provides data on today's workload by team. (See Exhibit 1.4.21-6).

  2. Daily Workload Report by Team/Function/Unit provides data on today's workload by priority code within each team based on time constraint, follow-up date, and movement of cases within the call site. This report updates in ten minute intervals, and can be used to track progress on inventory reduction, and to adjust staffing accordingly. (See Exhibit 1.4.21-7)

1.4.21.1.6.4.2  (04-01-2005)
Teach Reports

  1. Teach List displays all actions entered on the terminal during a given day by employee. The information includes the date, employee number, team/function/unit assignment, case TIN, history code and comment entries. (See Exhibit 1.4.21-8)

1.4.21.1.6.4.3  (04-01-2005)
Employee List By Name Report

  1. Employee List by Name Report provides a numerical list of ACS (including SCCB) employees. The list contains employee number, team assignments and name. (See Exhibit 1.4.21-9)

  2. This is an inquiry only screen and none of its fields can be modified. Any changes to employee information must be made by an authorized manager in the Security Maintenance Screen.

1.4.21.1.6.4.4  (04-01-2005)
Weekly Production Report

  1. ACRM5001 Weekly Production Report provides management with information to monitor new cases, processed cases and the remaining balance of cases. The Production report shows beginning and ending inventory balances for major categories of activity, which account for balance changes. . (See Exhibit 1.4.21-10)

  2. From this information management will be able to make policy decisions on utilization of resources, prioritization of taxpayer accounts and case load scheduling.

1.4.21.1.6.4.5  (04-01-2005)
Weekly Analysis of Balance Change

  1. ACRM5002 Weekly Analysis of Balance Change provides dollar values of beginning and ending inventory, and of case activity during the week. (See Exhibit 1.4.21-11)

  2. This report allows management to access the collection system's effectiveness by reporting beginning and ending balances, receipts and dispositions.

  3. It provides management with balance due amounts, recent account activity, installment agreement amounts, and IMF and BMF account balance totals.

1.4.21.2  (04-01-2005)
WebView II Reports

  1. WebView II is a browser-based software program that is used to view reports from a server collecting call and non-call activity. Reports may show real-time or historical system data. WebView II also supports the creation or modification of reports based on existing templates. You can work with Intelligent Contact Management (ICM) software reports directly from the browser on your PC. WebView II currently supports the latest versions of both Microsoft® Internet Explorer and Netscape Navigator™.

  2. WebView II stores multiple fields of information about every call transaction in its database. WebView II also stores information about non-call events, such as agents remaining in the Idle state and logon times. Reports can include historical or real-time data. Historical data tells you about calls during a specific period. Real-time data tells you what agents are doing now, in other words it is a snapshot of the current activity. Real-time data is typically updated in 20-second intervals.

  3. Reports may include printed tables and charts of call activity information on specific areas of the Call Distribution System. For example, reports can be used to monitor the ACD system, agent skill group performance and agent performance data. (See exhibits 1.4.21-12 through 1.4.21-15.)

    Note:

    Refer to the JOC WebView II Reports Manual for instruction concerning WebView WebView II web site.

1.4.21.3  (01-01-2009)
eWFM

  1. eWorkforce Management (eWFM) 7.1 is a comprehensive resource planning and workforce management application that provides automated tools to forecast, schedule, and track call center workload requirements. eWFM receives call attribute data from the Automated Call Distributor (ACD) infrastructure segment. See the following http://joc.enterprise.irs.gov/new/josh/its/tcwms/ for additional information.

  2. eWFM call sites must utilize eWFM to establish an employee database for their telephone staff.

  3. There are several components to the employee database the sites must maintain including:

    • Employee training and application readiness,

    • Current assigned tours of duty,

    • Schedule their telephone staff to meet the business goals according to the work plan,

    • Update their employees schedules for real-time events not previously scheduled,

    • Reconcile the tracked employee time in eWFM with the time charged for WP & C, and

    • Appropriately request an update for employee changes (i.e. , new employee, employees who have left Accounts Management through a transfer to another function or separation from the service, etc.).

  4. The eWFM Skills Assessment Template:

    • The JOC eWFM staff has developed a data extract from eWFM to populate the Skills Assessment Template used by the PMPA team for training and routing decisions.

    • This enhancement allows for PMPA staff to gather data as needed without waiting for site responses.

    Note:

    eWFM Glossary added see section 1.4.21.7. On going changes to the eWFM sections of this IRM will be published when available. An alert will be posted at that time.

1.4.21.4  (01-01-2009)
Centralized Contact Center Forecasting and Scheduling (CCCFS)

  1. Centralized Contact Center Forecasting and Scheduling (CCCFS) - PR08. The project in FY 2008 upgraded CCCFS software from Aspect eWFM 7.0 to 7.1 eWFM and completed delivery of a dynamic interactive system that will perform enterprise-wide tactical and strategic planning of workload forecasts along with staffing schedules for WI, SBSE CAS and Compliance.

  2. CCCFS will:

    1. Generate Workload Forecast by telephones, inventory and other work products (e-mail, faxes, etc.)

    2. Determine Staffing Requirements and issue schedules by single and multi-skilled agent groups, and

    3. Provide JOC, Business Organizations and Site Management the ability to effectively track agent performance

  3. Additional objectives of CCCFS include the following:

    1. Establish a comprehensive process to forecast, plan, schedule and track resource delivery for telephone and inventory customer contacts,

    2. Establish best practice Enterprise scheduling methods,

    3. Provide a detailed analysis of skills and tours of duty compared to customer demand to better plan hiring and training, and

    4. Provide a detailed analysis of customer demand patterns to better manage seasonal workforce.

  4. New Forecasting Methods:

    1. Under CCCFS, the customer demand is forecasted on the Enterprise level by forecast group

    2. Staffing requirements will be assigned to call centers by staff group. This differs from current practices of receiving staffing requirements by application

    Note:

    Additional information will be provided when available. All eWFM references may be effected.

1.4.21.5  (01-01-2010)
Acronyms

  1. See Table below:

    Acronyms Definition
    ACD Automated Call Distributor
    ACS Automated Collection System
    AHT Average Handle Time
    AHT Average Hold Time
    AM Accounts Management
    AMIS – A Audio Messaging Interchange Specification – Analog
    ANI Automatic Number Identification
    ANS Answer
    AOHT Average Outbound Handle Time
    AOT Average Outbound Talk Time
    AOWT Average Outbound After Contact Worktime
    ARL Assistor Response Level
    ASMS Aspect System Management Suite
    ASA Average Speed of Answer
    ASSA Automated Self-Service Application
    ATL Automated Tax Law
    ATT Average Talk Time
    AWSS Area Wide Shared Service
    BAA Business Application Administration
    BMF Business Master File
    BOD Business Operating Division
    CATGRY Employee Category Code (in eWFM)
    CCE Call Center Environment
    CCE Contact Center Environment
    CCMP Contact Center Management & Planning Section
    CCCFS Centralized Contact Center Forecasting and Scheduling
    CCT Call Control Table
    CED Call Entered Digits
    CLID Calling Line ID
    COE Customer Operations Engineer, Common Operating Environment
    COTRS Contracting Officers Technical Representatives
    CS Call Site
    CSC Customer Support Center
    CST Central Standard Time
    CSU Channel Service Unit
    CVP Customer Voice Portal
    CY Calendar Year
    DA Directory Assistance
    DDI Direct Dialing Inwards
    DEPTS Application Staffing (in eWFM)
    DID Direct Inward Dial
    DIR Assigned Directorship (in eWFM)
    DN Dialed Number
    DNIS Dialed Number Identification Service
    DTIC Digital Trunk Interface Card
    DTMF Dual Tone Modulation Frequency
    ECC ENTERPRISE COMPUTING CENTER
    EQ Enterpirse Queue
    ERR Error
    ETD Enterprise Telephone Database
    eWFM Electronic Workforce Management
    GUI Graphical User Interface
    ICM Intelligent Call Manager
    ICP Interactive Call Processing
    ICR Intelligent Call Router
    ID Identification
    IDRS Integrated Data Retrieval System
    IMF Individual Master File
    INOMS Integrated Network & Operations Management Systems
    IP Internet Protocol
    IS Information Systems
    ISDN Integrated Services Digital Network
    ISN Internet Service Node
    IT Information Technology
    ITAMS Information Technology Assets Management System
    IVB InterVoice Brite (Teletax)
    IVR Interactive Voice Response
    JOC Joint Operations Center
    JOCITS Joint Operations Center Information Technology Services
    LAN Local Area Network
    LEC Local Exchange Carrier
    LM Left Message
    LOA Level of Access
    LOS Level of Service
    MAR Management Action Report
    MCC Martinsburg Computing Center
    MF Master File, Multiple Frequency
    MFT Master File Tax Code
    MITS Modernization and Information Technology Services
    MOA Memo of Agreement
    MOU Memo of Understanding
    MSG Message
    NA No Answer
    NCH Number of Contacts Handled
    NERD Nationwide Enterprise Resource Domain
    NMF Non Master File
    NOC Number of Outbound Contacts
    NPL No Phone Listing
    NXT Next
    NXTACT Next Action
    OL Online
    OPPM Outside Principal Period of Maintenance
    ORG Organization
    OUT Out of Office
    OVTM Overtime
    P & A Planning & Analysis
    PBX Private Branch Exchange
    PC Personal Computer, Phone Call
    PG Peripheral Gateway
    PIN Personal Identification Number
    POC Point of Contact
    POT Potentiometer
    PPM Principal Period of Maintenance
    QMF Query Management Facility
    RDC Remote Desktop Connection
    RSC Remote Staff Center
    RTA Real Time Adherence
    RTS Real Time Server
    SA Systems Analyst, Systems Administrator
    SAWS System for Automating Work Schedules
    SC Service Center
    SCCB Service Center Collection Branch
    SDN Software Defined Network
    SEA Selected Expanded Access
    SEID Standard Employee Identifier
    SERP Servicewide Electronic Research Project
    SLN Service Level Agreement
    TAPS Totally Automated Personnel System
    TCC Tennessee Computing Center
    TCP Transmission Control Protocol
    TEAMS Team Assignment (in eWFM)
    TELWR Telephone Number Wrong
    TIGTA Treasury Inspector General for Tax Administration
    TRIS/ICCE Telephone Routing Interactive Systems/Integrated Call Center Environment.
    TRIS MIS Telephone Routing Interactive Systems Management Information
    TTY Teletypewriter
    V & V Verification and Validation
    VAM Voice Activation Module
    VPARS Voice Processing Account Research
    VRU Voice Response Unit
    WAN Wide Area Network
    WFS Workforce Support web
    WP & C Work Planning and Control System
    XFER Cross Reference

1.4.21.6  (01-01-2010)
Glossary

  1. See table below. New eWFM Glossary 1.4.21.7

    Term Definition
    Abandoned Callers who hang up without talking to an agent.
    Administrative User A staff member who uses an administrative telephone instead of an agent instrument to handle customer calls. An administrative user can be anyone on the staff (a supervisor, system manager, etc.) who is occasionally required to answer calls. You add administrative users in the Aspect Agent Administrator.
    Agent Group A group of agents all fielding similar types of calls. An agent group can contain agents from one or more supervisor teams.
    Alternate Staffing Group (ASG) A group of two or more agent groups. The system simultaneously selects all agent groups in the agent Alternate Staffing Group and delivers a call to the agent who has been available the longest.
    Agents Someone whose primary job is to handle customer calls.
    Agents by Peripheral Agents are reported on by peripheral.
    Agents by Skill Group Agents are reported on by skill group.
    Agents by Teams Agents are reported on by team or group of teams.
    Alarm Summary Report A report generated in the software program Real-Time Adherence (RTA) based on actual telephone activity and comparisons with scheduled activities in eWFM.
    Alert Manager Allows you to receive and view ACD system alerts.
    Alternate Staffing Group (ASG) A group of two or more agent groups. The system simultaneously selects all agent groups in the agent Alternate Staffing Group and delivers a call to the agent who has been available the longest.
    Application A division of the ACD that handles a specific type of call.
    Application Server This contains the operating system, databases, and voice and call processing software.
    Application Table Displays the number and name of each application, the number of the calls waiting and the number of agents currently talking in each application.
    Aspect Activity Log A list that the system makes of all event and error messages. You should review the Activity Log periodically to make sure there are no problems or potential problems in your system.
    Aspect Agent Administrator An ASMS program used to access and control the features and functions of the Aspect ACD system that affect the workforce.
    Aspect Alert Manager Allows you to receive and review ACD system alerts. An alert is a status or system message that notifies users of an ACD problem that they need to be aware of.
    Aspect Architect A program that provides a visual environment for designing and implementing CCTs for routing calls.
    Aspect Hardware Administrator An ASMS program used to manage Aspect ACD system hardware resources, such as trunks and instruments.
    Aspect Route Administrator An ASMS program used to control the Aspect ACD system resources and settings that determine how calls are routed, including what announcements are played to the caller and agent and what applications are credited in reports for handling calls.
    Aspect System Management Suite (ASMS) . A software package used to control agents, databases and physical hardware on the Aspect system.
    Attrition Losses of Employees (resignations, terminations, transfers to another job, etc.).
    Automated Call Distributor (ACD) A specialized system designed to handle a large volume of calls. It distributes the calls to the call center staff based on Agent group and availability.
    Automated Self-Service Application (ASSA) The caller is allowed to choose from several options to service their needs (i.e., Balance Due). The intent is for the process to be independent of human interaction, however that is not always the case.
    Automated Tax Law (ATL) This telephonic application allows a caller to choose a specified area of the tax law and get an explanation of the provision/law.
    Autorun Server Server located at ENTERPRISE COMPUTING CENTER(ECC)-Memphis that automates reports and other processes run on a frequent basis.
    Auxiliary Device Used to connect the ACD to external auxiliary devices.
    Average Handle Time (AHT) A measure of the average amount of time (seconds) assistor spent assisting the customer. This measure includes talk, hold and wrap (after call) times.
    Average Hold Time (AHT) The average time a taxpayer waits on a telephone before a representative answers the call and provides them some type of assistance.
    Average Speed of Answer (ASA) A measure of the average time a call takes to reach an assistor after leaving the ACD (it does not include script/ queue time).
    Big Picture Interactive starting menu for eWFM.
    Cabinet. Holds the cards and shelves
    Canvas A real time status window that enables you to monitor the constantly changing status of call activity and resources on your Aspect ACD. Canvases are available through the Aspect Custom View Director and Producer programs.
    Cards Used to interface between the ACD, phone lines and other devices. Used to direct and coordinate the flow of calls and dates through the system.
    CATGRY Group Assignment One of the group assignments in eWFM that designates the work status and position of the employee.
    CCCFS Centralized Contact Center Forecasting and Scheduling initiative to provide end to end planning and scheduling of phone and inventory work.
    Channel Service Unit Rack (CSU) Holds multiple CSU cards that are used to convert signal formats or line code for processing by the ACD. CSU cards are used by both Aspect and the local carrier. Battery backup is located on this rack which allows the server to run for short periods of time when power is interrupted.
    Child Staff Group A particular call center portion of the parent staff group (e.g. 025CSC)
    Class of Service A set of attributes that determines which functions users can perform with their telephones.
    Client A type of user that represents a client company that has contracted with your call center to answer and handle customer calls.
    Courtesy Disconnect Announcement played advising customer to call back later when sites are closed or when sites are unable to provide service due to high demand.
    Crystal Enterprise A web-based system for scheduling and viewing reports. This is accomplished by installing Crystal Enterprise "servers" or services and (IIS Internet Information Services) to support the web based features.
    Crystal Reports A desktop application that is used to build report objects and retrieve data from variable sources. In the case of the IRS Call Centers, the data is from the Aspect ACD system that is used for call tracking, hardware information and workforce.
    Crystal Server Used to run scheduled automated daily/weekly crystal reports.
    Current State Indicates the current status of each trunk, such as Incoming, Idle or Deactivated.
    CustomView A window based application used to view, customize, and build new canvases that display real-time Aspect Call Center Activity.
    Customer Voice Portal system A web-based platform that provides for Prompt/Collect, Enterprise Queuing, and Call Control services for contact centers and self-service Interactive Voice Response (IVR) application .
    Database Server Server located at ECC-Memphis that store the eWFM database for all call centers and other business units.
    Data Interlinks Specifies the settings for a physical link between the Aspect ACD system and the customer data system.
    Data Script The series of prompts displayed on an agent instrument when an agent presses data or enters the wrap up state. The agent responses to the prompts are stored with the call record.
    Database Table Collection of similar records in the database. The ACD software uses database tables to store all types of user stored information. All tables in the system database are accessed through the Database command on the ACD main menu.
    DEPTS Group Assignment One of the group assignments in eWFM that designates the primary work assignment for an employee for the current period.
    DIR Group Assignment One of the group assignments in eWFM that designates the directorate to which the employee is assigned.
    Drill Down Allows you to launch a new detailed sub-report from within the current report window.
    Dynamic Route An Aspect ACD resource that allows you to switch the resource referenced in a select step or interflow step of a CCT with a procedure.
    Electronic Workforce Management (eWFM) Automated staff scheduling and forecasting system.
    Emergency Call A telephone call an agent receives which is of a threatening or harassing nature. The call requires immediate attention of Management and the Systems Analyst.
    Employee Explorer . Where you add or modify information for your employees in eWFM
    Employee Filter Screening feature that permits any user to receive information displays that are relevant to a pre-specified set of employees.
    Employee Group Various assignments input into an employee record that relate to work status, position, primary work, skills, team and site organization.
    Enterprise Service Collections of services, typically from several call centers. While each individual service is tied to a specific peripheral, an enterprise service can span peripherals.
    Enterprise Skill Group Collections of skill groups, typically from several call centers. While each individual skill group is tied to a specific peripheral, an enterprise skill group can span peripherals.
    Enterprise Telephone Database Warehouse (ETD) A web based tool to provide staffing requirements in addition to other telephone data (i.e., WITS, the snaphot, Site Level Measures, etc.). This tool is available on the JOC web link .
    EONS System used to determine paper inventory.
    Export To distribute your report to a disc file or through email. Crystal Reports allow you to export your reports in many popular spreadsheets, database, word processor, HTML and data interchange formats.
    Forecast The number of employees forecasted to be available for phone work or paper work.
    Forecast Group The specific type of work with forecasted volumes and handle time (e.g. Customer Account Service application EMP TAX ACCT (CAS025).
    Forecasting To serve as a prediction of a possible outcome to a relative matter, the act of analyzing data and/or behavior to predict an ending result.
    Go To Site Sites selected by JOC and JOC Liaisons to increase phone staffing due to high demand or staffing deficits within the Enterprise.
    Go From Site Sites selected by JOC and JOC Liaisons to decrease phone staffing to work adjustment paper inventory when decreased demand creates availability within the Enterprise.
    Ground Start A trunk supervision code used for local central office/local exchange, foreign exchange, and WATS trunks.
    Historical Template Historical data provides information up to the most recent intervals, as well as by absolute or relative dates. Data is collected and stored in the ICM software central database.
    Hung Trunk A trunk that has remained connected to the caller after the caller has disconnected; preventing no other calls to be received on that trunk.
    ICCE (Integrated Customer Communication Environment) Ses TRIS information below. ICCE has replaced TRIS.
    Idle State The state that the agent’s instrument indicates when the agent has signed on, but is not accepting telephone calls. In the idle state, agents can display the date and time, test the Aspect Teleset lamps, customize their Aspect Teleset agent instrument or Aspect WinSet applications, access voice messaging, use the help system or sign-off.
    Idle With Reason Code Codes used by CSR to indicate why they have placed themselves in an idle state (read time, working inventory, training, lunch, etc.).
    Incoming Flash An incoming signal sent from the telephone where the call initiated, and sent to the system receiving the call. The flash enables the system to transfer or forward the call using the same trunk.
    Instrument Teleset.
    Intelligent Call Manager (ICM) The ICM system enables JOC to "fine tune" routing of a specific product-line based on the Business Rules provided by the BOD.
    Interactive Voice Response (IVR) Telephone technology that informs the caller using a synthesized voice and allows the caller the option of choosing a number or voicing a request.
    InterVoice Brite (IVB) –Teletax A series of standalone VRUs connected to the ICM system via a PG. These VRUs are designed to enable touch-tone customers to check the status of a refund return or hear pre-recorded tax law information.
    Intra-Day Timeline Interactive grid of scheduled activity for a given day in eWFM. The grid displays data from two viewpoints: 1) Employee – displays the scheduled activities by employee name and 2) States – displays the scheduled activities by a tallied number of employees. The timeline can be viewed from different perspectives depending on the type of data desired (i.e. staffing, pay, productivity, etc.)
    Joint Operation Center (JOC) Is responsible for improving customer service by balancing the call volume within product lines, increasing customer level access, reducing customer queue times and reducing the number of abandoned calls. JOC also wants to improve reporting of business performance through automated collection and consolidation of key performance metrics with recurring and ad hoc reports that depict nationwide and site performance and trend analysis. Lastly, JOC also strives to reduce cost by reducing queue time, abandon calls, repeat-call attempts and interflow circuits between customer service sites.
    Level of Service (LOS) An enterprise performance measure which roughly measures the percentage of calls that enter the ACD (calls offered) and those that are answered by an agent or messaging system (calls handled).
    Local Area Network (LAN) An integrated system that allows dedicated computer terminals to "talk" to each other within a limited distance.
    Local Central Office/Local Exchange A trunk used to transfer calls between internal systems. For example, ACD to PBX.
    Measures/Indicators Developed to assist in achieving our program responsibilities. The measures/indicators focus on business results (including quantity and quality), customer satisfaction and employee satisfaction.
    Media Ports Identifies voice connections between the Application Server and Telephony Server.
    Module A distinct, functional unit of eWFM used to accomplish related tasks.
    Official Schedule A consolidation of the scheduled activities (segments) for a given period for an employee in eWFM. Official schedules are used for scheduling and tracking an employee’s daily activities.
    Official Schedule Editor Interactive tool for viewing and editing official schedules in eWFM for an individual employee.
    Outgoing Flash Set to allow the system to send a flash when transferring the call out.
    Overlapping Refers to the placement of more than one segment for an interval of time in the single employee schedule in eWFM.
    Parent Staff Group Staff groups that are consolidated at the Enterprise level (e.g. CAS025)
    Parameter Field A special kind of field that prompts the user for a value. You can use parameter fields for report titles, record selection, sorting and a variety of other uses. Using parameter fields enables you to create a single report that you can modify quickly to fit a variety of needs.
    Peripheral A switch that receives calls that have been routed by the Intelligent Call Router (ICR).
    Peripheral Service A service that is tied to a specific peripheral in the call center enterprise. Peripheral services typically identify a required type of processing.
    Peripheral Skill Group A skill group that is associated with a specific peripheral in the call center enterprise.
    Perspectives Categories in which you track the effects of segments in eWFM.
    Ports Outlet on a card through which signals can be passed.
    Potentiometer (POT) Rotary control used to make incremental adjustments (i.e., volume control).
    Program Analyst An ASMS program used to control systemwide functions and settings of the Aspect ACD system.
    Prohibited Number A number the system prohibits users from calling. You can add prohibited numbers to the Aspect ACD system in the Aspect Program Analyst.
    Queue Time The amount of time that a call remains in a queue waiting to be answered. Depending on the settings, queue time calculations for reports and canvases may include one or more of the following: ring time, delay time, and call type
    Radio Button The key you click to activate a command.
    Range A set value that falls between and includes a defined upper and lower limit. For example, the range 10 to 20 includes 10, 20, and all the numbers that fall between. In Crystal Reports, a range can consist of numbers and dates.
    Ranking Refers to the hierarchical value applied to segments; allows eWFM to determine which segment assumes scheduling priority in an overlapping situation.
    Real Time Adherence (RTA) A software program that combines the telephone activity from the ACD with the scheduled activity from eWFM in a real-time environment. This program is a tool for managing employee’s adherence to schedule and notification of updates needed to scheduled activity.
    Real Time Server (RTS) Used as a gateway between the ACD and the managers’ computers to allow large numbers of users to access real-time ACD data utilizing CustomView simultaneously.
    Real Time Template Offers a collection of real-time data based on the report scope and subject.
    Reason Code A code that an agent enters in response to a prompt before signing off or before going into an idle state. These are used to show the reason the agent is going into the corresponding state.
    Redundant System Controller When you have two servers in the ACD – the primary and the backup. The redundant server can operate if the primary fails; however, it cannot operate if the backup fails due to the fact that the voice database is kept on the backup server.
    Remote Desktop Connection (RDC) Remote Desktop Connection software used to connect to the assigned terminal server
    Remote Monitoring This allows for monitoring via a special telephone number from any location. An example would be a reviewer in one site monitoring agents in another (remote) site monitor an agent call.
    Remote Staff Center A device used at some sites to connect the offsite location to the ACD.
    Routing Sets A table of associations between forecast groups and staff groups
    RTA Server Servers located at each call center that provide data and alerts from eWFM and the Aspect ACD through the RTA software
    Schedules JOC phone requirements – telephone staffing requirements set by JOC and posted to the WorkForce Support (WFS) and ETD website as "FINAL" schedules.
    Schedule Sets Trial schedules are stored in scheduled sets.
    Scheduled Shrinkage Scheduled leave (vacation) based on historical data.
    Segments Time segments used to schedule and track employee’s activities in eWFM. Segments fall into two major categories: 1) Detail – segment with a defined start and stop time generally used for the shift and other part-day activities and 2) General – segment without a defined start and stop time used for all day activities.
    Segment Package A group of segments commonly scheduled together that are scheduled in relation to a default start time in eWFM. A segment package can be a time saving tool when scheduling and tracking employee’s activities
    Segment Worksheet An interactive grid in eWFM for adding, editing, or deleting official segments. The segment worksheet can be a time saving tool when working with multiple segments for one or more employees.
    Selected Expanded Access (SEA) An automated service application of interactive applications for taxpayers who would have received a busy signal. Automated services are offered on SEA on the product lines in lieu of a busy signal when the total calls in queue in all applications of the product line exceed 40% of available staff.
    Service An issue or multiple issues handled by an assistor.
    Shelves A non-blocking digital device providing 3,000 switch ports. It has universal card slots to allow control of these ports. There are up to eight shelves in the ACD.
    Shift Segment Detail segment that identifies an employee’s tour of duty in a specific day in eWFM. It also is a required element of all employee schedules.
    Shrinkage Percentage Difference between actual time on the phones and time scheduled to be on the phones.
    Slippage Difference between what is shown as phone work duration on "Daily Agent Performance" and what employee reports on 3081. Phone work duration is the total Handle Time (talk time + hold time + wrap time) plus Agent Availability recorded on the Aspect ACD.
    Signaling Determines the way calls are routed when making outbound calls.
    Special Number A number that is given special handling when dialed. Special numbers are handled by individually assigned CCTs. Calls to such numbers can be placed by users who are normally prohibited from making outbound calls or when all or part of the number is defined as prohibited. Add special numbers to the Aspect ACD system in Aspect Program Analyst. An example is "911."
    Speed Number A telephone number that is dialed automatically when a two- or three-digit code is dialed. Add speed numbers in the Aspect ACD system in Aspect Program Analyst.
    Staff Group Enterprise type of work assignment that represents how work is delivered to employees. Staff groups can be single or multi-skilled.
    Staff Perspective A point of view when displaying an employee’s schedule or creating a report in eWFM. This perspective displays the employee’s schedule by activity.
    Staffing Forecast . Spreadsheet with scheduled JOC requirements and employee forecast using eWFM
    Station Interfaces Used to connect Administrative phones to the Aspect System.
    Switching Card Also known as the Switching Shelf Controller. Coordinates communication between the system controller and the individual interface cards.
    Switching Modules Also called shelves, supports and directs the flow of all data and hardware connected to the Aspect System.
    System Manager A user responsible for managing the day-to-day Aspect System Management Suite program used to control the systemwide functions and settings of the Aspect ACD. For example, in Aspect Program Analyst, you can specify data, storage, security, and Aspect System Management Suite settings (such as how work time and queue time are calculated in reports and how many voice ports are reserved for specific functions), set performance and activity thresholds, set up and define resources that affect outbound call routing (such as network access codes, speed, trace and prohibited numbers), and create and schedule procedures to automatically perform defined tasks.
    T1 A group of 24 telephone lines used to make calls or receive calls, or both.
    Tally Server Server located at ECC-Memphis that receives updates from the database server and sends these updates to the RTA servers across the network.
    Team A collection of agents or administrative users who all report to the same supervisor.
    TEAMS Group Assignment One of the group assignments in eWFM that designates the organizational team of the employee.
    Team Status Includes those agents signed in a particular team(s), agent extension numbers, current Aspect state (such as idle, available, ACD, or wrap) and the length of time they have been in that state.
    Technician Someone whose primary job is to perform the technical procedures to ensure the Aspect ACD operates correctly.
    TeleCasters Electronic display boards that display information such as how many calls are waiting in the queue as well as in bulletins.
       
    Telephony Server Connects the shelves to the Application Server.
    Teleset Used to record system announcements and to help train and manage agents. The Teleset allows the agents to receive/ make the telephone calls from/to our customers.
    Terminal Server Thirteen servers located at ECC-Memphis that provide connectivity to the database server from users desktop
    Threshold A user defined limit on a condition, that when exceeded, triggers an event. An example of this is the amount of time an agent is in idle.
    The Line A private telephone line leased from a communication carrier that links two or more points in an organization so that a user does not have to dial the normal telephone number.
    Total Toll-Free Service Provided The count of all services handled at the secondary application level.
    Trace Agent When an agent dials a number defined as a trace number in the Trace Number table, this message appears on the supervisor's workstation screen. The day is noted, along with the agent's extension number and the telephone number dialed.
    Trace Number Telephone numbers, that when dialed by an agent, alert the agent's supervisor with a message on the supervisor's workstation screen.
    Tracking Date Date eWFM uses as the basis from which to report data. It reflects relevant data per assignments made as of this date.
    Trial Schedule A consolidation of the scheduled activities (segments) for a given period for an employee in eWFM. Trial schedules are used to make official schedules (discussed earlier). Trial schedules are used for planning and testing to best meet the forecasted customer demand.
    Trial Schedule Editor Interactive tool for viewing and editing trial schedules in eWFM for an individual employee.
    Trial Segment Worksheet An interactive grid in eWFM for adding, editing, or deleting trial segments. The trial segment worksheet can be a time saving tool when working with multiple segments for one or more employees.
    (TRIS) Telephone Routing Interactive System A call completed in TRIS can be explained as the front-end processor or Automated Response Unit (ARU) offering customers automated assistance choices (such as refund, transcript location, voice balance due, payoff) or routes the caller to an assistor. Callers who accept automation and have difficulty navigating the script are defaulted to an assistor. Callers who successfully complete in automation at this point are TRIS calls answered.
    TRIS MIS Telephone Routing Interactive Systems Management Information Statistics. TRIS MIS is a web server providing TRIS MIS reports and extracts to Customer Service, Tax Exempt/Government Entities and National Taxpayer Advocate.
    Trunk Groups Used to combine trunks that take similar types of calls.
    Trunks Circuits that connect the local company to the ACD and make it possible to take incoming or make outgoing calls.
    Users . Establishes each Teleset and administrative telephone user in the system.
    Unscheduled Shrinkage Unscheduled leave (sick leave, annual, lwop, etc.) percentage based on historical data.
    Value The data found in a field. The Relative Date field, for example, could list yesterday, last Monday, or Last Month. In the Application Numbers field, a range of numbers can be applied.
    Violation Error that occurs when an effort to save segment changes in eWFM does not comply with system rules.
    Voice Port A link between the software and hardware that allows the playing of pre-recorded information and recording of caller information.
    Voice Response Unit (VRU) An auxiliary device that permits taxpayers using a touch-tone telephone to direct (route) their calls to a specific area via voice prompts.
    WebView A web interface to the Intelligent Contact Manager (ICM) enterprise reporting.
    WFS Workforce Support web based tool to provide initial staffing requirements prior to loading into ETD.
    Wink Start A trunk supervision code used for DDI or DID/DNIS, tie line, interflow trunk.
    Workplan Plan developed at the beginning of the Fiscal Year that outlines the work a site is expected to complete and the resources they have to accomplish it. The plan is usually provided for an entire year and then broken out by periods.
    Work Segment . A time segment in eWFM used to schedule and track the specific type of work the employee will be doing. A work segment must cover the entire tour of duty including any overtime/credit time added to the shift.
    Workspace An RTA container used to store user preferences and settings.
    Workload Planning and Control System (WP&C) Used to report actual hours worked and units completed compared to the schedule.
    Wrap Time The time a CSR spends taking action to complete a call after the taxpayer hangs up.

1.4.21.7  (11-10-2009)
eWFM Glossary

  1. See Table below:

    CCCFS Centralized Contact Center Forecasting and Scheduling initiative to provide end to end planning and scheduling of phone and inventory work .
    ETD Enterprise Telephone Data Reporting web based tool to provide staffing requirements in addition to other telephone data.
    eWFM eWorkforce Management software used to forecast customer demand and schedule and track employee activities.
    RTA Real-Time Adherence software used to monitor employee activity and adherence to schedule.
    WFS Workforce Support web based tool to provide initial staffing requirements prior to loading into ETD.
    Autorun Server Server located at ECC-Memphis that automates reports and other processes ran on a frequent basis.
    Database Server Server located at ECC-Memphis that stores the eWFM database for all call centers and other business units.
    Tally Server Server located at ECC-Memphis that receives updates from the database server and sends these updates to the RTA servers across the network.
    Terminal Server Thirteen servers located at ECC-Memphis that provide connectivity to the database server from users desktop.
    Remote Desktop Connection (RDC) Remote Desktop Connection software used to connect to the assigned terminal server.
    RTA Server Servers located at each call center that provide data and alerts from eWFM and the Aspect ACD through the RTA software.
    Forecast Group Type of work that volumes and handle time are forecasted (e.g. CAS025).
    Staff Group Type of work assignment that represents how work is delivered to employees. Staff groups can be single or multi-skilled.
    Child Staff Group A particular call center portion of the parent staff group (e.g. 025CSC).
    Parent Staff Group Staff groups that are consolidated at the Enterprise level (e.g. CAS025).
    Routing Sets A table of associations between forecast groups and staff groups.
    Employee Group Various assignments input into an employee record that relate to work status, position, primary work, skills, team and site organization.
    CATGRY Employee group based on work status and position.
    DEPT Employee group based on primary work assignment.
    DIR Employee group based on directorate assignment.
    SITSKL Employee group based on a combination of all work assignments an employee is currently skilled. This group is new for CCCFS
    TEAM Employee group based on team assignment.
    Skills Prioritization A listing of work assignments on the Skills tab that an employee can be assigned with a designated priority.
    Skills Readiness Information populated in the extra employee information fields that designate an employees ability to be assigned particular work.
    ACD Login IDs A listing of ACD extensions that are assigned to an employee for direct work.
    Agent Group (AG) Aspect/ICM routing group associated with an application or group of applications. An AG will have one primary application and could have one or more backup applications.
    Alternate Staff Group (ASG) Aspect/ICM routing group associated with an application or group of applications. An ASG will treat all applications in the group with equal priority.
    Trial Schedule Staff Group Various groups designed to hold trial schedule sets generally by work type. These groups are visible in the Trial Schedule Manager.
    Trial Schedule Set Containers designed to hold trial schedules for a given date range. These sets are contained within trial schedule staff groups.
    Trial Schedules A list of all the segments for a single employee over a span of days still in the draft mode. These schedules are used to plan staffing to meet customer demand.
    Official Schedules A list of all the segments for a single employee over a span of days that have been made official. These schedules are used to accurately track employee’s activities both work and non-work.
    Segments Any time period of an employee’s schedule. Segments include the shift, work, breaks, and other non-work activities. Segments can be as small as 5 minute increments.
    Detail Segments A segment with a defined start and stop time. These type of segments are required to be used for shift and work segments and any other part-day activities.
    General Segments A segment without a defined start and stop time. These types of segments are used when the scheduled activity covers the entire day such as leave or training
    Segment Entry Rules Rules built within the software that prevent users from saving segments that violate certain logical constraints.
    Segment Categories Defined types of segments that are used for applying the segment entry rules and filtering data.
    BREAKS Category Segment category that relates to scheduled break times. Segments included in this group are BREAK, BREAK2, BREAK3, BREAK4, BREAK5, LUNCH and OTBRK .
    CONTNR Category Segment category that relates to the hours the employee will work during a given shift. Segments included in this group are SHIFT, OVTM, COMPWK, and CREDWK.
    DISC Category Segment category that relates to discretionary activities that can be planned based on customer demand such as training.
    NODISC Category Segment category that relates to non-discretionary activities that generally cannot be planned based on customer demand such as sick leave.
    WORK Category Segment category that relates to assigned work. These include both telephone and inventory (new for CCCFS)
    Shrinkage Percent of scheduled work time that employees are not actually doing direct work. Shrinkage includes planned activities such as team meetings and training and unplanned activities such as absences or non-productivity.
    Shrinkage Sets A set of percentages for defined shrinkage categories that are used to schedule enough employees to meet the base customer demand and estimated shrinkage.
    Holiday Factor An expected anomaly used to more accurately forecast customer demand (e.g. days near holidays, filing deadlines, etc.)
    Schedule Test Process performed by JOC on the trial schedules that measures how well the scheduled work and estimated shrinkage meet the forecasted customer demand.
    GAP Analysis Results of the schedule test that display the difference between forecasted customer demand and the scheduled agents. This information is displayed at the Enterprise level by staff group.
    Functional Reassignment Process of changing the type of work an employee is assigned for a given period. This process will be performed by JOC on the trial schedules and by the call centers on the official schedules.
    IDP (Intra-day Performance) Intra-day Performance used to display required staff, scheduled staff, and actual staff as well as forecasted and actual volumes and handle times.
    Required Staff The number of agents needed to meet the forecasted customer demand developed by staff group on an average half-hour basis.
    Scheduled Staff The number of agents assigned to meet the forecasted customer demand based on their work segment reflected by staff group on an average half-hour basis.
    Net Staff The surpluses or deficits based on the difference between required and scheduled staff reflected by staff group on a half-hour basis .
    Actual Staff (APS) The number of agents in an active work state as captured by the Aspect ACD on an average half-hour basis associated by agent group the employee signs into.
    Active Work State An Aspect teleset state associated with active (direct) assigned work. The states include ACD, AVAIL, HOLD, OUT, and WRAP. These states tell eWFM and RTA that the employee is actively working on telephones or inventory.
    Agent Adherence eWFM and RTA measurement comparing schedule work time to active work time (as computed from time spent in active work states). Adherence goal is between 95% and 105% per employee.
    Agent Activity Agent Productivity report that displays the employees call activity including volumes and handle times.
    Agent Availability Agent Productivity report that displays the employees adherence to schedule.
    RTA Activity Alarm RTA alert displayed when an employee is logged into the Aspect ACD. The alarm displays the teleset state.
    RTA Schedule Alarm RTA alert displayed when an employee is out of adherence with their eWFM schedule.
    Superstates Method of tallying scheduled/tracked activities by segment or group of related segments. Superstates are generally designed by OFP program code. Reports of this type should be run to reconcile tracked eWFM time with official reported time.

Exhibit 1.4.21-1  (02-01-2005)
ETD Half Hourly Adherence Records for All 26 Sites

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Exhibit 1.4.21-2  (02-01-2005)
Application Management Summary (Daily) by Report Application Number

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Exhibit 1.4.21-3  (02-01-2005)
Trunk Profile (Daily) by Trunk Group Number Report

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Exhibit 1.4.21-4  (02-01-2005)
Agent Performance Team (Daily) by Team Name Report

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Exhibit 1.4.21-5  (02-01-2005)
Agent Sign-Off/Idle with Reason Report

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Exhibit 1.4.21-6  (02-01-2005)
Daily Workload By Team Report

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Exhibit 1.4.21-7  (02-01-2005)
Daily Workload By Team/Function/Unit Report

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Exhibit 1.4.21-8  (02-01-2005)
Teach List

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Exhibit 1.4.21-9  (02-01-2005)
Employee List By Name Report

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Exhibit 1.4.21-10  (02-01-2005)
Weekly Production Report

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Exhibit 1.4.21-11  (02-01-2005)
Analysis of Balance Changes

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Exhibit 1.4.21-12  (04-01-2005)
Enterprise Skill Group Performance (By Half Hour)

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Exhibit 1.4.21-13  (04-01-2005)
Call Trend Analysis

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Exhibit 1.4.21-14  (04-01-2005)
Call Trend Analysis

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