Employees, Activities & Teams

Owned by Product Knowledge
Last updated: Nov 07, 2024
5 min read

 

 

Employees

You can set the list of all employees, with skills they own and the contracts that apply to them. To assign shifts, the software considers as parameters the number of hours the employee can work and his/her skills. In this list you can see:

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  • identification number

  • name and surname

  • default spot

  • disposability

  • location and department

  • skills

  • enabled column to see if employee is enabled

  • creation user and update user, to see user who created the employee and who last modified him/her

  • update day/hour

  • id

You can filter fields (disposability, skills…), by clicking on the relative button and seach employees you need:

image-20240117-142348.png

In the section Admin Employees you can see created employees or add a new one, clicking on Add new.

 

In required fields you have to indicate:

  • identification number

  • enable/disable the employee

  • name and surname

  • email

  • disposability

In general fields you can insert:

  • employee type (external/internal)

  • location

  • department

  • contract

  • contract start and end date

  • skills

  • default spot: you can choose a spot for which the employee has the required skills (this is useful for final balance when an agent answers on different queues)

In personal fields you can indicate:

  • tax code

  • sex

  • birth date

  • phone number

  • notes

To load more employees at the same time, you can import a csv clicking on Import button.

You have to create a csv file with fields like this:

If you indicate more skills for an employee, remember to insert a ; among the elements.
Of each field you can insert field name (for example Milan / Outbound) or the relative id number that you can copy by the related sections.

You can download here an example of csv file:

 

If the system finds some errors during the upload, it shows you this message:

 

System downloads on your device a csv file:

 

 

This file shows for each record what are the errors:

 

 

You can also export the list of employee on csv, clicking on Export button and deciding which fields to export

The fields which you enter in Populate will be shown in the export file with the name and not with the id number:

Departments

From departments section you can define which departments exist, so that you can select for each employee which department they belong to.

Locations

Moreover if, for example, you have a call center with several locations, from locations section you can enter the list of them and then in the employees section (explained below) you can indicate each employee to which location belongs.

Activities

From this section you can create activities that will be included within a specific shift. To create a new activity, you can click on Admin Activities Add new, indicating:

  • the name of the activity

  • the identifying colour of it which will appear in the employee scheduling, on manage section

  • Remind before start expressed in minutes: you can indicate how many minutes before starting activity the system displays a popup notification to the selected agent

  • Remind before end expressed in minutes: you can specify how many minutes before ending activity the system displays a popup notification to the selected agent

  • Work activity: by switching on this option, the activity is considered as working (as SMART WORKING) .
    By switching off the option, the activity is considered as non-working (as PAUSE) so when the activity starts the system sets the pause status for the agent automatically

Scenario:

  1. The agent receives a popup notification when reminder starts

 

 

  1. The agent is in pause when the activity starts and it is considered as non-working (the name of the activity created on XPLANY becomes the name of Agent’s pause e.g. BACK OFFICE)

 

 

Teams

XPLANY offers the opportunity to create teams, a useful way to manage a group of agents.

You can use teams to create activities of availabilities related to all the agents belonging to the team, speeding up operations.

From Admin → Teams section you can create a new team, by clicking on Add New

You will see a visualization like that, with the list of all employees and you can
also decide to filter them, for example by name

You can select the different agents you need and click on the arrow icon >
to insert the employees in the team

 

You will see the selected employees in the right column

 

 

After the teams creation:

  • you can define the users permissions on the different teams (read or read&write) on Users section

  • you can create team events in manage section, to configure activities or availabilities that involve all the agents belonging to the team