Preface About This Guide Impact 360 Workforce Management Agents’ Guide 6 Confidential and Proprietary Information of Verint Systems Inc. Z Product name and version number z Name of online help or guide z Topic name and page number (if applicable) z Brief description of content z Your suggestion for correcting or improving the documentation Please send your messages to [email protected]. Jul 20, 2011 - Verint® Systems Inc. (NASDAQ: VRNT) today announced that company. A Voice of the Customer Analytics strategy that highlights how to merge channels. Of quality monitoring and recording, voice of the customer analytics (including. WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo,.
The business is using the logout function for both break and lunch (and end shift). The logout is event code = 110 and Reason code = 0.
This was coming through for break, lunch and end of day logout. This event is sent to WFO via the CMS data source and logs the agent out in Tracking -Adherence. This “logout” event is an end shift event, so it stops the current time record. There is an override setting in WFO under System Management General Settings, about a third of the way down under “Time Records – Takes effect next time server is started” section. The setting “Automatically Merge Time Records If The Time Interval Between Them Is Less Than (minutes)”, which is currently set to 30. This setting tells WFO that if an end shift or other event stops the current time record and is less than 30 minutes, then merge (or join) the time record and do not split it into separate time records, like a true “end shift” event would do.
The “logout”, is then noted as “Records Merge Activty”. Since Lunch was 60 minutes and break was 15 minutes, the break caused the “Automatic merge” function to activate, thus causing the event as seen in the request. The lunch was over 30 minutes, so it separates the time records into two separate. The system is working as designed, based on configuration. Recommendations: 1) If the business continue wants to use the logout for breaks, lunch and end shift, then the only thing to do to remove that is reduce the setting to 10 a.
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(2014) 'If you don’t have a Chief Digital Officer, someone must infuse a digital DNA or else you’ll fail.' (2014) 'The real question for big data is what is the question?' (2012) 'There’s your story, their story, the real story, and what people think the story is.' (1996) 'The internet is not about a technology, it’s about a new business model.'
(1996) 'It’s only a boom when it bursts. The question is really just when.' (1999) 'Information is free because of the Internet. Contextual insights still cost money though.' (2005) 'Three types of analysts, client advocates, product strategists, and market evangelists.'
(2006) 'B2B and B2C are dead. It’s all about P2P now.' (2010) 'Trust is the new social currency.' (2008) 'Customers don’t care what department you are in, they just want a resolution.' (2010) 'You can be the network, the content, or the arms dealer. Winners aspire to be all three.' (2010) 'Influencers all seek market maker status.
That’s the ultimate goal is define, shape, and move a market.' (2011) 'Forget about real time, you want right time relevancy or context.' (2011) 'Cloud = Main frame time sharing Mobile = Dumb terminal Hadoop = Name value pair What year is this?
1968' (2013) 'Mobile is more than a device. It’s about getting stuff done in motion and in between time.'
(2011) 'Cloud is about access to massive compute time and storage at minimal cost' (2011) 'Social is about breaking down space time continuum in relationships inside and outside of orgs' (2011) 'There is truly a deluge of content yet a dearth of insight. Signal to noise ratio is horrid' (2012) 'Life is like an outer join, you never know what row to expect' (1995) 'Marketing without substance is flat out deception.
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Sadly there's too much of it.' (1996) 'Reaching your true potential is really based on who you surround yourself with and how hard you push each other forward in perpetuity.'
(2001) 'Every action or inaction has a consequence.' (1998) 'Doing nothing is an option and a strategy for some. Every action or inaction has an opposing reaction' (1999) 'Your data lake is looking more like a data swamp.
You can not assume nor ignore data quality' (2013) 'You're not competing with another company, you're really competing for time and attention' (2010) 'The goal is to take old line businesses and transform through digital business' (2014) 'I judge people and don't apologize for it. But I judge them not by their answers or action but more by the questions they ask' (1993) 'You can tell how smart someone is by the questions they ask' (1989) 'A digital divide exists between the organizations who have built digital business models and everyone else” (2013) 'It's not what you say you do but what you do that ultimately matters' (1992) 'It's not the number of followers you have. It's the quality. In network models, quality over quantity. Improve signal over noise first' (2008) 'Because everyone wants their version of truth, it seems that humanity prefers to live in a delusional state' (2014) '2015 is not the year of the crowd, it's the year when the crowd realizes they are the product and they don't like it. Expect mass revolts' (2014) 'The gap between the top 3 companies in every category and everyone else is startling. 43% to 71% of the market share and 53 to 77% of the profits.
Digital will make it worse' (2013) 'We need to move from data dictatorships to data democratization' (2014) 'The Achilles Heel of western democracies is the need to buy short term votes at long term expense' (2015) 'Successful retail is about delivering an engaging emotional connection & a frictionless logistics experience. #nrf15' (2015) 'Those w/ the best math and design will win in a winner takes all digital world #dld15' (2015) 'Digital artisans are essential for digital transformation.
They balance out the data geeks with the design thinking types' (2013) 'While digital may democratize content production, the real shift is democratized distribution and that is bridging the digital divide' (2014) 'Which came first, the data or the algorithm?' (2015) 'All business is about relationships. Your job - honor your promises and exceed expectations. Customer's job - reward with value exchange' (2015) 'Digital dariwnism is unkind to those who wait' (2013). Meet R 'Ray' Wang R “Ray” Wang (pronounced WAHNG) is the Principal Analyst, Founder, and Chairman of Silicon Valley based Constellation Research, Inc.
He’s the author of the popular business strategy and technology blog. Wang has held executive roles in product, marketing, strategy, and consulting at institutions such as Forrester Research, Oracle, PeopleSoft, Deloitte, Ernst & Young, and Johns Hopkins Hospital. His best selling book, published by Harvard Business Review Press provides insights on why 52% of the Fortune 500 have been merged, acquired, gone bankrupt, or fallen off the list since 2000. Wang is a prominent dynamic keynote speaker, research analyst, and industry commentator working with clients to transform their business models using exponential technologies. He’s spoken around the world at almost every tech related conference including keynotes for tens of thousands of people and intimate executive settings such as Davos.
Ray’s clients include a majority of the Fortune 500 and Global 200. Ray is well quoted in media outlets such as the Wall Street Journal, FoxBusiness, CNBC, Bloomberg, CNN, CGTN, Tech Crunch, Business Week, and Fortune. He has thrice won the prestigious and has repeatedly been in the #1 slot in the AR Power 100 list for over 10 years. Ray resides in Silicon Valley when not traveling 500,000 miles a year in the air.