Product Demonstration Guide
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 2002 ISC Consultants. All rights reserved.
Page 1
Welcome
Thank you for taking the time to look at our exciting Workforce Management
product - Irene. This guide walks you through a short demonstration of the
software. You will create a week’s schedule for a team of agents.
You will be able to use your demo site for 5 business days, commencing from the
day of our demonstration. All your activity on the site is protected under our
Confidential Information Policy and applies to any data entered by your employees
to test site capabilities.
You are working with the real application and a fully functional database, not a
simulation or screen show. For reasons of confidentiality, the data is artificial, but
it is similar to the data we see from real call centers. The time it takes to run the
schedule is approximately the time it will take to do the same job for your own call
center.
We trust you will see the benefits immediately. Again, thank you for your time and
interest in Irene.
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Page 2
Numbered steps between lines indicate actions you should perform.
Logon
1. Use the following address to logon to the Irene™ demonstration site:
http://irene.isc.com/irenelogin_________________________
2. Key Organization: _iscdemoxxxx_________________________
3. Key Login ID: __ISC________________________
4. Key Password: __XXXXXX________________________
(Only the Password is case-sensitive.)
After you logon, you will be at the Irene Home page. Scheduled employees will
see their finalized daily assignments for the current month here.
Helpful Links
On the upper right corner of all screens (called "pages") are three links that will
help you work with the system.
Help
Click this link to help you understand the page (screen) you are presently viewing.
Site Map
Click this link to view all the function pages available within Irene and go directly to
a destination.
Settings
Click this link to change the Time Zone of data displays.
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Page 3
Your Demonstration Call Center
You will be generating a schedule for a Call Center that has been pre-entered for
purposes of this demonstration. Data on Call Center business rules, service
targets, and employees is required to generate a schedule. The Demo Call Center
has the following characteristics:
 150 employees
 Open 7 days
 Operating Hours: 5:00AM to 9:30PM
 Lunch duration ranges from 30 min. to 1 hr. 30 min. (includes split tour breaks)
 Two 15-minute Breaks
 Maximum Hours without a break: 2 hr. 30 min.
 Target Average Speed of Answer: 16 sec.
 Dates of Call History data: 10/12/99 – 11/24/99
Let's take a look at the system "pages" where you enter information about your
Center's business rules, service targets, and employees. These are the same
pages that were used to enter the above information for this Demo Call Center.
1. Click on the SiteMap link.
2. You should see the SiteMap window. The yellow bar at the top shows the
modules available in Irene.
In the Administer module column under Sites, click on the Configure link.
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Page 4
Sites: Configure
1. You are now on the Sites: Configure page.
Here is where you enter business rules for a site's Serving Teams. Business
rules impact the times agents are scheduled for work and the number of agents
scheduled.
2. At the Select Team field, click the "down arrow" to display the drop option menu
for the field, and click on Customer Service to select it.
3. Click button labeled "Show Configuration For This Team/Site"
4. The business rules for the Customer Service Team should now appear in the
fields. Scroll down the page and look at the different specifications. For
example:

Look at Site Data to see the Maximum and Minimum Agents from this
Team that may be scheduled at any given time.

Look at Site Hours to see when this Team is operating each day of the week.
Services: Configure
1. The yellow bar at the top of the page is a menu of links that allow you to go to
other pages in the Administer module.
Click on the Services/Teams link.
2. You are now on the Services/Teams Function Area Overview page. The menu
in the bright yellow bar shows you the individual function pages available in the
Services/Teams Function Area.
Click on the Service Config. link.
3. You are now on the Service Configuration page. This is where you enter
Performance Targets for each Service offered by your Center.
In the Select Service field, a Service has already been selected for you –
"Customer Service".
Click the button labeled "Show Configuration For This Service".
These Performance Targets impact how many available agents are scheduled to
handle the predicted work load for the Service at any given time. Note that not every
Performance Target is necessarily relevant for every Call Center. This depends on
a Center's business goals. A choice of only one is mandatory to generate a
schedule.
You also enter Data Interval Information to specify the time increments that a
schedule generated for the Service is divided into.
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Page 5
Employees: Profile
1. Click on the Employees link in the menu at the top of the page.
2. You are now on the Employees Function Area Overview page. The menu in the
bright yellow bar shows you the individual function pages available in the
Employees Function Area.
Click on the Profile link.
3. You are now on the Employee Profile page. This is where you enter information
about employees that impacts how they are scheduled.
Scroll down the page and look at the different entry fields. On this page, you
specify for an employee:

a Serving Team

a Default Activity (primary work activity)

an Employee Type

Minimum and Maximum Hours Scheduled Per Week

the Hours each day the employee is available to receive a Tour Assignment

a Tour Type for each day – Tour Types include such specifications as number
of hours worked, duration of breaks and lunches, maximum amount of work
time without a break, etc.
The information you have seen on these three system pages is necessary for
Irene to generate a schedule that is right for your Center's business goals and
work rules.
Since all the mandatory information for the Demo Call Center has already been
entered, we are ready to generate a schedule for the "Customer Service" Serving
Team.
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Page 6
Creating a Schedule
Irene creates a schedule in three steps:
I. Forecast (Page 8)
Uses historical data to predict how many calls will be received and what the
average time to handle them will be.
II. Requirements (Page 10)
Calculates how many agents will be required to handle the expected calls,
while achieving given Service Performance Targets.
III. Assignment (Page 11)
Develops tours (work assignments) to meet the daily Requirements and
assigns them to individual agents.
You can conduct these three steps separately, or use the One-Click Scheduling
option to save time. Let's save this option for later.
Let's now create a schedule for the Customer Service Team. It will be for the
week of 1/17/00 through 1/23/00, and based on Call History from 10/12/99 through
11/24/99. You will be given the exact dates to enter in the following directions.
Note that this schedule will be developed to achieve the Customer Service
Performance Target – an "Average Speed of Answer" of 16 seconds.
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Page 7
I.
Forecast
To predict the number of calls that need to be handled:
1. On the page Home - Select the "Scheduling" blue link from the menu of modules.
You should see the Scheduling Overview page.
2. Click on the “Create a forecast” blue link on the Scheduling Overview page.
You should see the Forecast: Overview page.
3. Click on the Create Forecast blue link on the Forecast: Overview page.
You should see the Forecast: Create page.
4. At “Select Service” field, change All to Customer Service.
There is only one Service in our Demo Site. Services are defined by the call
types and Service performance targets you input such as Speed of Answer or
Target Percent Occupancy. Services are assigned to Serving Teams who
handle the call types for that Service.
5. Call Data is the call history we use as the model for our Forecast.
(NOTE: Use the mouse or the Tab key to move from field to field.)
 Key the “Call Data Start Date”. Use 10/12/99.
 Key the “Call Data End Date”. Use 11/24/99.
You may also click on the Calendar icon to enter these dates in each field. A
pop-up window with a calendar display allows you to select the desired month,
date, and year to enter in the field.
6. We are forecasting for one week.
 Key the “Forecast Start Date”. Use 1/17/00.
 Key the “Forecast End Date”. Use 1/23/00.
Remember, you can also use the Calendar icon to enter the dates.
7. Click on the Create a forecast button.
The Forecast: Results page appears while the forecast is generating. It should
take a couple of seconds.
Then you will see the Forecast: View page with this message:
“The forecast completed successfully” and the forecast parameters you
entered.
This page lets you specify a date/time range and Service in a Forecast if you
don't wish to display the complete Forecast.
The “Start Date and Time” 1/17/00 and the “End Date and Time” 1/23/00 will
already be filled in.
8. Click on the “View Forecast For This Date Range“ button.
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Page 8
Forecast, cont.
You now are looking at the Forecast you created. On the first page of this
report, there is a bar graph showing the Call totals for each day in the Forecast.
To look at the detailed numbers for a specific day:
1. Refer to the Preview tab (column) at the far left side of the report.
2. Click on the + to the left of Customer Service. This will expand the “tree” to
show the series of dates.
3. Click on a date to view the numbers for that day.
You now see a line graph for the day you selected. The exact numbers for each
half-hour period in the day appear below the graph:

Call Time
Time intervals in forecast

Calls
Number of calls forecast for each interval

AHT
Average Handling Time for forecast calls in seconds

Work Volume
(CCS)
Number of calls multiplied by Average Handling Time
(measured in Centum Call Seconds: 1 CCS = 100
seconds)
REPORT NAVIGATION TOOL
You advance or move back page by page using the single arrow buttons at the
top of the report. The double arrow keys take you to the first report page and last
report page for the date selected.
You print a copy of the report or export it to a word processing document or
spreadsheet using buttons at the top of the report.
Print 
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Export
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Page 9
II.
Requirements
To determine the number of agents required based on the Forecast:
1. From the Forecast: View page, click on the “Requirements“ blue link in the
menu at the top of the page.
You should now see the Requirements: View page.
2. Click on the “Create“ blue link in the sub-menu at the top of the screen.
You should see the Requirements: Create page.
Note that the Serving Team and the Start and End Dates you are scheduling
already appear in the fields. Irene remembers the options and dates you are
working with.
3. Click on the Calculate Requirements For These Dates button.
The Requirements: Results page appears while the Requirement is
generating. It should take a couple of seconds.
Then you will see the Requirements: View page with this message.
You should see the Requirements: View page with the message: "The
requirements completed in 4 seconds.”
The dates and Serving Team included in the Requirement appear in the fields.
You may specify the date range and Serving Team of a Requirement to
display if you do not wish to view the complete Requirement. (This will be
useful if you have run a Requirement for "All" Teams, but only wish to display
one specific Team.)
4. Click on the “View Requirements For This Date Range” button.
You are now looking at a report of the Requirements results. There is a line
graph at the top of the report showing the number of agents needed for each
interval in the schedule. The exact numbers for each interval appear below the
graph.
This report may be navigated using the same “expand tree” and arrow paging
tools you used for the Forecast Results report. (See page 9 for Navigation tools)
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Page 10
III.
Assignment
The last step is to create tours and assign them to specific employees. The
Scheduler creates a preliminary Assignment of work tours or "shifts" for each day
to cover the Requirements. Then the tours are assigned to individual agents
taking into account their work preferences and seniority ranking.
1. On the Requirements: View page, select the “Assignment“ blue link in the
menu at the top of the page.
You should now see the Assignment: View page.
2. Click on the “Create“ blue link in the sub-menu at the top of the page.
You should now see the Assignment: Create page.
Note that the Serving Team and the Start and End Dates you are scheduling
appear in the fields.
There are two options for "Inputs" at the top of the page:

The one that is automatically selected for you uses the "existing
requirements" that you have just generated to create the Assignments.

The other option is for One-Click Scheduling that was mentioned at the
beginning of this demonstration.
One-Click Scheduling lets you skip the steps of generating a separate Forecast
and Requirement. You generate a Forecast-Requirement-Assignment all at once
using the Call History dates you specify on this page. This has the advantage of
saving time. However, it also requires that you accept the Forecast and
Requirements that the Scheduler automatically generates as is.
When you generate a Forecast and Requirement separately, as we have just
done, you have the capability to evaluate and modify them according to your
specific needs. For now, let's use the "existing requirement" to generate a
preliminary Assignment of work tours.
3. Click on the “Create Schedule…” button.
4. While the Assignment is running, you will see messages in the box on the
Assignment: Status page. The status window will tell you when each step of
the Assignment process is underway.
Remember that you are running an actual schedule. The Assignment process
may take up to 3 minutes to complete. When you see the message, “Status:
Schedule completed successfully for Customer Service", then the process is
complete.
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Page 11
1. When the process has completed, click on the blue text, “Click here to view the
assignment data.”
You should see the Assignment: View page.
The Serving Team and Start and End Dates you are scheduling are already
filled in for you. This page lets you specify a date range of an Assignment to
display if you do not wish to view the complete Assignment.
2. At Select Schedule Type, keep the default Preliminary Schedule.
3. At Select Report Format, keep the default Daily View.
4. At Select Sort Order, keep the default By Last Name.
5. Click on the View Assignment button.
You are now looking at a Preliminary Schedule for the week of 1/17/00 through
1/23/00. It displays a day-by-day work schedule for the Customer Service Team,
with each employee’s Start Time, Breaks, Lunch, and End Time spelled out. Note
that the employees who show no lunch and second break are part-timers.
(See page 9 for Report Navigation Tools.)
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Page 12
IV.
Schedule Quality
Let's view a report that shows how closely the preliminary Assignments match the
workforce Requirements needed to handle the forecast calls.
1. Click the “Quality“ blue link in the Assignment sub-menu.
You should see the Assignment: Schedule Quality page.
The Serving Team and Start and End Dates you are scheduling are already
filled in for you.
2. Click on the “Compare Assignment With Requirement” button.
You should see the Assignment Quality Report. (See page 9 for Navigation
Tools)
Assignment Quality Report Key
Blue line
(Assigned Agents) represents the number of agents scheduled
for each quarter hour. Each dot on the line represents a
quarter-hour interval in the schedule.
Red line
(Required Agents) represents the number of agents required to
handle the forecast call traffic while meeting the Service Target
of a 16-second Average Speed of Answer.
Green line
(Final Agents) appears after you finalize the schedule. It
reflects last-minute or unplanned changes (called Exceptions)
and Trades that impact the scheduled number of agents after
the Assignments have been finalized.
Because this schedule has not been finalized, the green
line is flat. After finalization, the green and blue lines are
identical. If you change the number of scheduled agents
after finalization, the green line then differs from the blue
line to reflect the changes you have made. The blue line
remains constant to show you the original finalized
schedule.
QIS
Quality of Initial Schedule – measure of Assigned Agents
compared to Required Agents
QFS
Quality of Final Schedule – measure of Final Agents compared
to Required Agents
Assigned
Headcount +/–
Number of agents in original finalized schedule above or below
the Requirement for each interval in the schedule.
Final Headcount +/–
Number of agents above or below the Requirement for each
interval in the schedule if Exceptions and Trades have been
made. (If no changes have been made, Final Headcount and
Assigned Headcount are identical.)
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Page 13
Finalize Assignment
Once a schedule has been created, if you do not need to go back and make
additional changes, you will use the Assignment: Finalize page to freeze the
schedule and post it for employees to view.
After you finalize an Assignment, you cannot accidentally run another set of
Assignments for the same Serving Team on the same dates. However, you can
still make changes to a finalized schedule as "Exceptions" or "Trades". You input
these changes via the Exceptions or Trades pages.
We will not walk through the steps to finalize a schedule or make changes after it
has been "posted".
Viewing Reports
There are many valuable reports that can be accessed in Irene™.
To see a list of report categories:
1. Click on the blue link in the upper left corner “Home“.
2. Click on the “Reports” blue link on the Module Menu.
3. Click on a Report Category to see more detailed listings of reports available, or
go to the SiteMap.
Please note: Many reports display only data from a finalized schedule. Until a
schedule Assignment has been finalized, reports from the date range of that
schedule cannot be viewed. If you are unable to display a particular report, it is
because there is no data currently available to support that report.
Sample Reports To View
By clicking on a report name in the Report menu, you reach a page where you
may fill in a date range or other criteria and click on the Run Report button.
1. Reports  Employee  Preferences
Select Site: Site HQ
Agent Last Name: To see work preferences for all agents at Site 2, leave this
field blank.
2. Reports  Reference  Teams
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Page 14
Key Organization: iscdemo1476
Key Login ID:
Key Password:
ISC
6DS82
(Only the Password is case-sensitive.)
http://irene.isc.com/irenelogin
NOTE: PLEASE LOG IN AS AN ADMINISTRATOR to your PC
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