Data Governance

Introduction

Data governance is a quality control discipline for assessing, managing, using, improving, monitoring, maintaining, and protecting organizational information. It is a system of decision rights and accountabilities for information-related processes, executed according to agreed-upon models which describe who can take what actions with what information, and when, under what circumstances, using what methods.

To maintain data integrity across the WFM model, the adoption and implementation of a Data Governance function is recommended. This function would document, control and implement changes needed to meet business requirements while maintaining consistency in the method and process in which data changes are executed. Through the Data Governance function, the model seeks to maintain the data generated through the WFM application as a single authoritative source relating to all activities associated with the functions of workforce management.

Core Data Integrity Focus Areas

While our Data Governance function can be adopted across the Enterprise to support a Master Data Management model, for the purpose of developing our world-class forecasting model, we focus specifically on the direct data hooks that impact maintaining WFM as authoritative source data. These areas include:

1. WFM Application Definitions and Configuration
2. Avaya Skill Mappings, Naming Structure, AUX Codes and associated definitions: Mapped to WFM Application
3. Avaya Skill mappings to parallel external sources (AIM) - keeping in-synch all other ACD data.
4. Employee Database utilized to populate employee attributes and reporting hierarchy

Item 3 is a parallel integrity check point, but is critical to ensuring that data flowing to national reporting stays synchronized with WFM data.

WFM Application Definitions and Configuration

Common global definitions are established for ACD phone states, skill-based naming conventions, WFM activities and activity types. These global definitions are maintained through the Data Governance function. Requests for changes should be submitted through the Request For Change process.

The following describe common business rules to be utilized by Forecasting, Scheduling and RTA groups.

1. A 15-minute Forecasting Unit will be used.
2. A 15-minute Scheduling Unit will be used.
3. The first day-of-week for scheduling purposes will be Sunday.
4. FTE (Full-Time Equivalent) Definition of 40 paid hours per week will be used.
5. There will be a standard set of activities, activity types and associated descriptions, activity mappings for adherence and time collection remain standard, and will be maintained by Division.
6. Each site should be responsible for their own work rules and patterns.
7. Each site should create and be responsible for creating and publishing schedules by (predetermined date)
8. Each site should maintain an organization name representing the geographic call center location (ie: KNX= Knoxville, NAS=Nashville)
9. Each site should roll to the organizational structure: Call Center -> Region -> Company -> Company Name
10. Organizational Structure below the call center:
11. Each site should use the predetermined Security Profiles (5 or 6 roles), adopted from the Verint core roles. As adjustments are needed to these Profiles or roles, the change control / data governance process should be used.
12. Each site should utilize the agents' HR Employee data fed from SAP as the authoritative source of information on the agent, since HR Employee IDs are unique across all sites. Sites should be responsible for maintaining employee assignment to the correct organization (new employee assignment)
13. Each site will create their own campaign weeks, and organizations. The names of these campaign weeks and organizations should begin with the three letter naming conventions.
14. For Real-Time Adherence (RTA), all agents logged into Avaya should use the Avaya Call Center AUX Codes while they are not taking calls.
15. Service Level Goals: 80% calls answered in 30 seconds for all products and services except CHSI, which is 70% in 30 seconds.
16. The reporting month is defined as beginning the 22nd and ending the 21st