MediaWiki API result
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"*": "<tr><td colspan=\"2\" class=\"diff-lineno\" id=\"L1\" >Line 1:</td>\n<td colspan=\"2\" class=\"diff-lineno\">Line 1:</td></tr>\n<tr><td class='diff-marker'>\u2212</td><td class='diff-deletedline'><div>'<del class=\"diffchange diffchange-inline\">''MediaWiki has been successfully installed</del>.<del class=\"diffchange diffchange-inline\">'''</del></div></td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">=Ted</ins>'<ins class=\"diffchange diffchange-inline\">s Recent Projects=</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">[[file:Roc1</ins>.<ins class=\"diffchange diffchange-inline\">jpg|thumb|400px|border|Southern Division ROC, September 2009]]</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">==Resource Optimization Center (ROC) Build-Out==</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">=== What Is The "ROC"?===</ins></div></td></tr>\n<tr><td class='diff-marker'> </td><td class='diff-context'></td><td class='diff-marker'> </td><td class='diff-context'></td></tr>\n<tr><td class='diff-marker'>\u2212</td><td class='diff-deletedline'><div><del class=\"diffchange diffchange-inline\">Consult </del>the <del class=\"diffchange diffchange-inline\">[//meta</del>.<del class=\"diffchange diffchange-inline\">wikimedia.org/wiki/Help</del>:<del class=\"diffchange diffchange-inline\">Contents User's Guide] for information on using the wiki software.</del></div></td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">The "ROC", or Resource Optimization Center is a business unit tasked to support </ins>the <ins class=\"diffchange diffchange-inline\">creation and adoption of \u201cbest practices\u201d needed to maximize Customer Care resources</ins>. <ins class=\"diffchange diffchange-inline\"> The ROC\u2019s mission statement is to</ins>:  </div></td></tr>\n<tr><td class='diff-marker'> </td><td class='diff-context'></td><td class='diff-marker'> </td><td class='diff-context'></td></tr>\n<tr><td class='diff-marker'>\u2212</td><td class='diff-deletedline'><div>== <del class=\"diffchange diffchange-inline\">Getting started </del>==</div></td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">''Drive efficiency and maximize Customer Care resources in the Southern Division through improved forecasting, call routing, workforce utilization, 3rd party allocation and oversight, and dynamic resource management.''</ins></div></td></tr>\n<tr><td class='diff-marker'>\u2212</td><td class='diff-deletedline'><div><del class=\"diffchange diffchange-inline\">* </del>[<del class=\"diffchange diffchange-inline\">//www.mediawiki.org/wiki/Manual</del>:<del class=\"diffchange diffchange-inline\">Configuration_settings Configuration settings list</del>]</div></td><td class='diff-marker'>+</td><td class='diff-addedline'><div> </div></td></tr>\n<tr><td class='diff-marker'>\u2212</td><td class='diff-deletedline'><div><del class=\"diffchange diffchange-inline\">* </del>[<del class=\"diffchange diffchange-inline\">//www</del>.<del class=\"diffchange diffchange-inline\">mediawiki</del>.<del class=\"diffchange diffchange-inline\">org/wiki/Manual:FAQ MediaWiki FAQ</del>]</div></td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">The ROC will consolidate key WFM functions at Division:</ins></div></td></tr>\n<tr><td class='diff-marker'>\u2212</td><td class='diff-deletedline'><div><del class=\"diffchange diffchange-inline\">* [https://lists</del>.<del class=\"diffchange diffchange-inline\">wikimedia</del>.<del class=\"diffchange diffchange-inline\">org/mailman/listinfo/mediawiki</del>-<del class=\"diffchange diffchange-inline\">announce MediaWiki release mailing list]</del></div></td><td class='diff-marker'>+</td><td class='diff-addedline'><div> </div></td></tr>\n<tr><td class='diff-marker'>\u2212</td><td class='diff-deletedline'><div><del class=\"diffchange diffchange-inline\">* </del>[<del class=\"diffchange diffchange-inline\">//www</del>.<del class=\"diffchange diffchange-inline\">mediawiki</del>.<del class=\"diffchange diffchange-inline\">org/wiki/Localisation</del>#<del class=\"diffchange diffchange-inline\">Translation_resources Localise MediaWiki </del>for <del class=\"diffchange diffchange-inline\">your language</del>]</div></td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">*Forecasting Aggregation & Validation</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">*Call Routing Oversight, Avaya Skill Template Management</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">*Real-Time Monitoring and Incident Management</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">*Third Party Management, Forecasting & Real-Time Monitoring</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">*Bi-directional Interface with other functional departments</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">*Universal IVR Monitoring and Customer Experience Management</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">*Adoption of the WFM Best Practice Playbook</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div> </div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">==</ins>= <ins class=\"diffchange diffchange-inline\">ROC Mission Statement </ins>===</div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div>[<ins class=\"diffchange diffchange-inline\">[file</ins>:<ins class=\"diffchange diffchange-inline\">ROC-Cause and effect diagram.jpg|thumb|200px|right|Cause and Effect Fishbone]</ins>]</div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">The ROC's mission is not to simply re-allocate call traffic, but to drive efficiencies in all areas of resource management, through both strategic planning (forecasting) and  improved tactical execution (real-time management).  The ROC's core goal is tied to a structured </ins>[<ins class=\"diffchange diffchange-inline\">[Event Management]] system</ins>. <ins class=\"diffchange diffchange-inline\"> Through this [[Event Management]] system, the ROC creates cases to document periods of time throughout a day in which a call center fails to operate within Service Level targets</ins>. <ins class=\"diffchange diffchange-inline\"> The method of capturing these events is tied to a [[Real-Time_Cause_and_Effect_Fishbone|fixed cause-effect fishbone</ins>]<ins class=\"diffchange diffchange-inline\">], allowing for consistent conclusions to be reached by the ROC Analyst working an event.  </ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div> </div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">This analysis is central to the ROC's core goals</ins>. <ins class=\"diffchange diffchange-inline\"> In providing daily case analysis, the ROC will capture patterns where failure in some area of resource management has led to a degradation in service level</ins>. <ins class=\"diffchange diffchange-inline\"> The cases provide support to determine where investments need to be made to improve methods used in strategic planning and real</ins>-<ins class=\"diffchange diffchange-inline\">time resource management in a call center.</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div> </div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">In summary, successful execution of the ROC's goals requires consistency across the call routing technology deployed, and in the software application utilized for workforce management (forecasting, scheduling and real-time management).  Without a common ACD and WFM platform, with standard definitions, the ROC would be severely limited in its capability to do comparative analysis.</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div> </div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">== ROC Deployment ==</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div>[<ins class=\"diffchange diffchange-inline\">[file:ROC-Drill</ins>.<ins class=\"diffchange diffchange-inline\">jpg|thumb|300px|border|Construction begins on ROC electrical work]]</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">I launched the ROC Project on June 22nd, 2009, with the goal to deploy the operation in 90 days</ins>. <ins class=\"diffchange diffchange-inline\"> Standard project management discipline was used for planning, organizing, and managing resources associated with the ROC project.  This project is managed through Quickbase. The ROC Project was categorized into 5 groups, with 85 tasks.  After 90 days, 56 of the 95 tasks are 100% complete, with the remaining "in-progress" tasks in the areas of:</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\"> </ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div># <ins class=\"diffchange diffchange-inline\">Completion of hiring of analysts</ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\"># Building of SOPs </ins>for <ins class=\"diffchange diffchange-inline\">both Real-Time and Strategic operations, and </ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\"># Application & Software development.  </ins></div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div> </div></td></tr>\n<tr><td colspan=\"2\"> </td><td class='diff-marker'>+</td><td class='diff-addedline'><div><ins class=\"diffchange diffchange-inline\">The ROC Project finished on target for deployment, and under budget, with the completion of most major launch tasks on or before September 22nd.  '''September 22nd marks the Soft Launch''' of the [[ROC_Control_Room|ROC Control Room</ins>]<ins class=\"diffchange diffchange-inline\">], with equipment installed, and hired resources deployed.  The following phase focused on the application configuration and SOP establishment, which continues to be fine-tuned throughout Q4, 2009 - Q1, 2010.  The next major milestone completed was a full '''Operational Launch'''; after sufficient application tuning and SOP development is developed to provide beneficial input into overall resource management, the ROC will '''Operationally Launch'''.  This milestone was reached October 22nd.  The final 60 days of 2009 will be utilized to expand SOPs, fine tune applications, and begin to establish recommendations for optimizing resources and routing.</ins></div></td></tr>\n"
}
}