Verint Monet Workforce Management

The Monet WFM application Live Product is a workforce management software tool designed to capture live and historical call data from XCS (XTIUM Contact Suite) or our legacy BW (Broadworks) call center.

The software is cloud-based, licensed on a per-user basis and resold to our Clients.

Clients must purchase a license for each unique user needing to access the Monet software: Agents, Supervisors, leadership team, and anybody who performs WFM activities such as forecasting and scheduling. 

What is Workforce Management?

Workforce management (WFM) is a term that encompasses all the processes that a contact center uses to ensure the right number of staff, with the right skillset, is available at the right time to handle a particular volume of inbound interactions.

These WFM processes include the following:

  • Using historical data to forecast the volume of future incoming interactions. Clients can create detailed forecasts by queue/BP, down to time intervals as short as 15 or 30 minutes.
  • Building the optimal Agent schedules to maximize Service Level by scheduling breaks, lunch, meetings, training, etc. at times that minimize the impact of Agents not being available to handle new interactions.
  • Managing in real-time as the day unfolds (called "Intraday Management") to make sure all processes (staffing, AHT, interaction volume, etc.) are matching the projected plan and taking actions to get the desired SL results.

What data feeds do we provide to Monet for each client?

To accomplish the above WFM goals, XTIUM provides Monet with the following data feeds:

  1. Historical Queue - Historical data about each queue by interval (15 min. periods for XCS, 30 min. periods for BroadWorks Call Center) such as Service Level, Average Handle Time or AHT, Average Speed of Answer or ASA, inbound interactions handled, inbound interactions abandoned, etc.
  2. Historical Agent - Historical data about each agent by interval (15 min. periods for XCS, 30 min. periods for BroadWorks Call Center) such as Logged-In Time, Not Ready Time, Average Talk Time, Average Wrap Up Time, inbound interactions handled, etc.
  3. Real Time Adherence (RTA) - Real-time data about each agent's current state (i.e. Break Type, Agent Sign-In, Agent Sign-Out, Available, Unavailable, etc.) along with a date/time stamp for each state change. This is a one-way stream that goes from XTIUM to Verint, used to confirm that each Agent is following their assigned schedule. If the Agent is in a state that is considered "unacceptable", they are considered "out of adherence."

Common Support Issues

A customer may contact the Client Support Center to report that one or more agent's RTA data is not showing up. 

The Contact Center will need to collect the following information so it can be sent up to Support Center-Collaborative Communications, who can review and send to Tier 3 Systems Engineering as needed for further investigation:

  • Agent's Name
  • Agent's BroadSoft or XCS UserID 
  • Last time data is showing for the agent(s)

Verint/Monet Support May Contact the Client Support Center

If Monet contacts us about a mutual client, we will need to send the ticket to Support Center-Collaborative Communications to have Tier 3 Systems Engineering check the dedicated server and ensure that data is being passed to Monet's servers.


How to contact Verint Monet Support

The vendor can be contacted by XTIUM or by the client directly.

Email Address for Support: Monet-Support@Verint.com

Additional Resources

Vendor Websites:

https://www.verint.com/

https://monetsoftware.com/