Teleopti WFM Cloud Service Specification

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1 Teleopti WFM Cloud Updated: November 29, 2018 This describes the service and full functionality of the Teleopti service Teleopti WFM Cloud. The exact functionality and service available to you is based on what you have ordered and paid for at any given time and may be less than what is described in this document. Teleopti WFM Base Forecasting* Budgets* People management* Shift creation* Scheduling and optimization* Intraday and supervisor schedule management Activity and meeting planning* Standard reports Agent portal MyTime Teams portal User permission management Software Development Kit, SDK Base Included Advanced Included Lifestyle Option Included Vacation Planner Shift Trader Overtime Availability Notify Option Included Agent Schedule Messenger Real Time Adherence CalendarLink SMS Link Option Included Pay Roll Export* Option Option Training Planner* Option Option BPO Exchange Option Option Overtime Requests Option Option Custom Report Option Option Azure services address P.O. box 24169, SE Stockholm Sweden visit Linnegatan 87 D phone fax info@teleopti.com servicedesk@teleopti.com

2 Multi-tenant instance Included Included Dedicated instance Option Option Geo Replication / Custom Reporting Access Option Option Test Environment Option Option *Accessible for Super Users only, please see section Access to the Service About the service Microsoft Azure Microsoft Azure is a cloud computing service for building, testing, deploying and managing applications and services through a global network of Microsoft-managed data centers. Teleopti WFM runs on Microsoft Azure since 2010 and we continuously improve and take advantage of the new innovations Microsoft brings to Azure. Access to the service Teleopti WFM is accessed over the internet, using any modern web-browser. Every user needs a unique address, which becomes their user name. Authentication Authentication is by default based on application level authentication with a user name and password within Teleopti WFM. Single Sign On with Windows authentication using external ADFS (or Google, Salesforce, Okta etc) requires a dedicated instance (optional) and professional services. Super User access to the service Super Users can access the service for System Administration, People Management, Forecasting and Scheduling through any modern browser supporting HTML5 Access for two (2) Super Users is included in the service and additional Super User Access can be purchased if needed. Authentication for Super Users is always based on user name and password. System requirements Browser support You will need an internet connection to access the service. Teleopti WFM is currently tested on IE11, Edge and Chrome. If you find issues with another browser, please try one of those before reporting it. Ports Port 80 for http and 443 for https needs to be open for outbound traffic. Specific requirements for integrations Please note that some components may have to be installed on premises, i.e. on a PC/server on customer s network. Specifications and software requirements differ depending on integration and ACD connector. Please contact Teleopti for details regarding specific ACD connectors. Teleopti AB is the sole owner of this document. All rights reserved Page 2

3 Maintenance and updates Teleopti works with continuous delivery to provide corrections, improvements and new functionality to the service. Typically, the service is updated once per month. To minimize disruption to your service, we schedule maintenance and updates during Your non-business hours as described in Our support offering: Data retention Teleopti WFM will automatically purge data when it gets old, to comply with regulations and ensure performance of the application. The default time data is kept is listed below. Customers with specific requirements can agree with Teleopti to change the default data retention policy. Reporting data Type Description Deleted after Agent Statistics Historical interval-level agent data from ACD such as ready time 2 Years and login duration Agent Statistics Historical interval-level agent data per queue from ACD such as 1 Years number of interactions managed and handling time Forecast Historical forecasting data. Interaction volumes, handling times 3 Years etc Queue Statistics Historical interval-level queue data from ACD, used as a basis 10 Years for forecasting Request Number of requests made by each agent 2 Years Schedule Schedule time for activities, absences 3 Years Schedule Number of scheduled shift categories and absences 3 Years Schedule Historical adherence information 2 Years Schedule Forecasted staffing levels and scheduled staff 3 Years Preferences Preference fulfilment 2 Years Agents Pseudonymization of agent names. How long to keep the actual agent name for former employees. 3 months Application data Forecast All forecasting data in the application 3 Years Message History of messages sent from the People-module to Agents 1 Years Payroll History of exported payroll data 3 Months Schedule The complete schedule 3 Years Security Audit Audit trail of Login attempts 30 Days Requests History of Requests including details and and approvals/denials. 12 Months Teleopti AB is the sole owner of this document. All rights reserved Page 3

4 Agents Agents Agents. How long to keep any information about former employees. When deleted, it is no longer possible to follow up staffing levels. Pseudonymization of agent names. How long to keep the actual agent name for former employees. 3 Years 3 months Business Continuity Business Continuity Management at Teleopti is based on the ISO standard and best practices. Teleopti s overall Business Continuity and Crisis Plan and accompanying Continuity and Disaster Recovery Plans for specific processes and resources are based on a strategic framework and underlying analyses. Teleopti performs regular training of relevant staff and testing of plans. Plans are revised and improved at least annually. Microsoft has a full enterprise business continuity plan, which includes common scenarios that can endanger the safety or operation of our datacenters. Microsoft s systems are built to automatically failover in the event of large-scale threats or challenges within our datacenters. The plan incorporates industry best practice across several standards. From a data point of view, this includes a built-in high availability subsystem that protects databases from failures of individual servers and devices in a datacenter. Azure SQL Database maintains multiple copies of all data in different physical nodes located across fully independent physical sub-systems to mitigate outages due to failures of individual server components, such as hard drives, network interface adapters, or even entire servers. At any one time, three database replicas are running one primary replica and two or more secondary replicas. If the hardware fails on the primary replica, Azure SQL Database detects the failure and fails over to the secondary replica. In case of a physical loss of a replica, a new replica is automatically created. So, there are always at minimum two physical, consistent copies of our customers data in the datacenter. Application servers are also automatically replicated to protect customers of failure of an individual server. Individual databases and application servers are monitored and automatic alarms are triggered in case of suspected performance or security issues, to be able to proactively take action and avoid problems for customers. Availability of the service is also monitored and anysuch alarms are managed 24/7 by Teleopti s ServiceDesk. The incident management process defines conditions and routines for escalation to continuity management. Backup Database backups are an essential part of Teleopti s business continuity and disaster recovery strategy. Microsoft Azure SQL Databases are continuously backed up and allows for a point-in-time restore for up to 35 days back in time. Monitoring Teleopti will continuously monitor the service and collect information about usage and service health, such as up-time, security breaches and performance. Teleopti AB is the sole owner of this document. All rights reserved Page 4

5 Measure of usage Usage of Teleopti WFM is measured by the number of named agents registered and scheduled in the service. A named agent is defined as a user of Teleopti WFM that complies with ALL of the following: Is registered and present in the People module Is currently working for the organization, defined by the parameter Leaving Date in People module being later than the current date Has currently or has had a schedule assignment in Schedules module, within the default or published scheduling scenario. Other types of users do not count against the measured usage. This includes Supervisors, planners and other users that do not have or have had a schedule assignment in Teleopti WFM, users that have a Leaving Date that is earlier than the current date, as well as users that only have schedule assignments in what-if scenarios that are not published. Optional Azure Services Geo Replication and Custom Reporting Access Geo Replication provides an even higher level of business continuity since it reduces recovery time and limits data loss associated with a recovery in the unlikely event of a loss of a whole data center. Geo Replication will replicate committed transactions on the primary database to a secondary database in a second data center. The maximum amount of recent data updates the service lose when recovering after a disruptive event (such as a lost data center) is called The Recovery Point Objective (RPO). For Geo Replication RPO is 15 minutes, compared to a week for the standard solution. Custom Reporting Access. With Geo Replication, it is also possible to access and extract all Teleopti WFM reporting data, for creation of custom reports in other reporting or Business Intelligence systems. The reporting data available is comprehensive and easy to access and understand. CRA consists of access and documentation to a replica of the Teleopti Analytics data warehouse, a relational database made for easy reporting. Dedicated instance A dedicated instance means that you do not share any configuration or storage with other customers. With a dedicated instance you can control maintenance windows of the service. If you notify Teleopti 30 days in advance we will exclude your instance from the automatic updates. Otherwise you will follow our standard maintenance schedule and get regular updates. A dedicated instance is also needed if you would like to use Single Sign On or a Test Environment. Test Environment To test out and train users on new features before they are implemented in the production environment. Requires a dedicated instance for the production system. The test environment includes a nonproduction, non-integrated environment in a separate instance. Upon customer request, Teleopti will transfer the production data into the test environment up to two times per year. Teleopti AB is the sole owner of this document. All rights reserved Page 5

6 Software Modules Teleopti WFM consists of a base product and optional, add-on modules/packages that are easily adaptable and expandable to your needs Teleopti WFM Base The Base package includes everything needed to run forecasting, scheduling, reporting and schedule distribution in today s modern contact center. CTI Connection Teleopti provides officially certified connectors to all major CTI providers for automated transfer of contact data to Teleopti WFM. Forecasts Multi-skill, multichannel forecasting for both short and long-term planning, as well as for trends and seasonality analyses. Schedules Powerful, multi-skill, scheduling-optimization engine for effective agent planning, taking into account work-hour legislation, demand, employee requests and more. People Agent administration, including work-hour contracts and skill assignments. Shifts Efficient shift generator for creating shifts from any mix of schedule activities. Intraday Monitor traffic, performance and staffing to be able to act on deviations. Reports The reporting package, made up of over 30 standard reports, covers forecasting, scheduling accuracy and agent performance. Budgets For long-term planning of staff requirements. MyTime The agent portal provides agents not only access to their schedules but also industry leading empowerment tools for work-hour preferences and self-assessment. MyTime Mobile Application Provide users the full functionality of MyTime from anywhere at any time from an IOS and Android compatible device. Gamification Engage agents in gamification and reward top performers. Teams Enable a variety of team organizers to efficiently group, track and adapt schedules, as well as monitor Teleopti AB is the sole owner of this document. All rights reserved Page 6

7 Software Development Kit The Software Development Kit (SDK) gives Teleopti s customers and developer partners a possibility to build customized applications or integrations on top of the Teleopti WFM framework. It consists of a set of Web Services, a detailed programmers guide as well as example.net and Java code. Notify Package Act and respond faster with real time notifications! Four complementary modules encompass: Agent Schedule Messenger (ASM) Keep track of and improve adherence. Pop-up reminders and the messenger interface (for rapid, efficient communication between agents and team leaders) help agents not only keep track of their scheduled activities throughout the day but also improve schedule adherence. Real-Time Adherence (RTA) Detect and correct problems immediately. Real-Time Adherence monitors agents status and real-time schedule adherence. It provides overviews and detailed information on each individual agent. CalendarLink Share schedules; access them from anywhere. Agents can view the latest schedule changes on preferred mobile devices and from third-party calendar services (e.g. ical, MS Outlook) anywhere, anytime. This not only eliminates tedious, manual notification-processes but also increases schedule adherence. SMSLink Schedule changes on the go, in real-time. Automated notifications of schedule changes, sent to agents via , eliminates labor-intensive, manual processes. The moment an agent s shift changes i.e. new starting or finishing times, or a day off switches to a work shift, Teleopti WFM generates an automated message which is then sent to the agent s address. Lifestyle Package Three self-service modules to increase agent motivation and empowerment: Vacation Planner Automated request handling brings reduction in administration. Save time and money with Vacation Planner, freeing up valuable resources and eliminating paper-based vacation scheduling and approvals. Agents can request time-off via the agent portal and receive manual or automated approvals, based on pre-defined business rules. Shift Trader Shift trading in no time while maintaining service-level requirements. Agents can trade shifts with or without team leader/administrator intervention while maintaining staffing-level requirements. Agents can view, evaluate and trade available shifts on their MyTime agent portal in no time at all. Overtime Availability Find available resources in a flash. Finding agents at short notice to meet staffing requirements has been made easier than ever. Agents simply enter their overtime availability on their MyTime agent portal, which creates a supplementary resource pool that s ready for automated scheduling when needed. Teleopti AB is the sole owner of this document. All rights reserved Page 7

8 Other optional modules Payroll Integration Save time and money. Automating your payroll process may potentially eliminate costly payroll errors and wasting administrative time. Payroll integrates with a wide range of payroll systems, transferring simple imports/exports of scheduled employee work hours and any deviations absences, overtime or shifts allowances, and the like to more complex exports that include advanced compensation calculations. Training Planner Take control of your training plan; save time, money and invaluable resources. Plan, schedule and manage training with advanced automation functionality regardless of the size of your workforce. Service-level targets, agents, trainers and training room availability are all factored in to deliver optimal training schedules. Quickly and easily select individuals and groups, the training content, delivery details, trainers and dates. Overtime Requests Automate overtime request management. Provides employees with insights into the demands on them in the coming days and allows them to request overtime to help the contact center achieve service levels. Requests are then automatically managed and approved or denied by Teleopti WFM. BPO Exchange Manage resource contribution from outsourcing partners, BPO Exchange allows the resource planner to export the gap in resources after scheduling, to communicate the need for resources for different parts of the day with outsourcing partners. The functionality also allows to import the number of resources per interval of the day which an outsourcing partner is committing on, and visualize the re-calculated coverage for the different skills. Integrations with SDK and CRA Integrations with Teleopti should be done through CRA and SDK. Support and help on how to use CRA and SDK is offered on a case by case basis, as a separate professional service project. Any integration outside of these recommended interfaces may lead to decreased performance and other problems with Teleopti WFM. Teleopti is not liable for problems which occur due to integrations outside of CRA and SDK. Teleopti AB is the sole owner of this document. All rights reserved Page 8