IEX Totalview

[TeamLead8]

Hi,

Does anybody know if IEX Totalview has a function of entering multiple exceptions like eWFM? Also, if there is a separate exception for Sick Leave, Absent and Late? We're using the UPTO exception for these 3 occurrences, my problem is that the report will not show how many hours are there, say, for Late alone. Is there a website where I can get procedures? Im not sure though what version we are using...

Thank you so much!

[p2rosebud]

Is this a recent install of IEX? When you install IEX for the first time before your team goes into training, your workforce group is sent a list of exceptions from IEX (I recently implemented new IEX in three sites). They (IEX) will build the information before they go onsite to train. Once it's implemented in your site, you should have been assigned a customer advocate to help you troubleshoot.

Hmmm...though I've launched it, it's been years since I actually worked in it when I was in call center ops. When you are in schedule management (I think that is the screen), your exceptions should be listed across the top. As you scroll, a pop up will describe the exception. You may already have the specific exceptions marked. If they are not there, you can designate any exception you aren't using. So maybe an umbrella is tardy, whereas a rainbow is approved time off. You can define the exception as open or closed, etc whatever you need so the it is viewed appropriately. From there you can pull your time ulilization reports that will give you actual time and percent of time for each exception.

Hope this helps...

[TeamLead8]

Thank you for your reply, p2rosebud! We are now checking if our client will allow us to use new exception codes.

What about for entering multiple exceptions, like for example, if i want to enter a Coaching exception for 5 agents, can I enter all at the same time or I have to enter it one by one? Coz in EWFM, you can do that, right? and one last thing, whats the difference bet. a private and a public exception?

Thank you so much!

[TeamLead8]

Hi guys! just want to ask if anybody has an answer to my previous question? I've been searching the net but found nothing. I assume IEX doesnt have that function. Can somebody validate this? Im really not familiar with this application, any help would be greatly appreciated. Thank you!

[Martijn]

I've been working with TotalView for the last 5 years. And it's possible to enter an exception for multiple agents. You can do this by using agent data groups.

TotalView also has a Meeting Scheduler in which you can set which agents need to get which exception for how long and in between which time frames and then TotalView will schedule it at the best possible time.