DOCUMENT

SPEC - Workforce Management System 2004

  • YEAR CREATED: 2004
  • ENTITY TYPE: Authority: Transportation
  • TYPE OF DOCUMENT: SPEC - Specification
The document is a specification for a Workforce Management System (WMS) for the Texas Department of Transportation (TxDOT). The WMS is intended to forecast call center scheduling for full-time and part-time employees, including sick and emergency absences, and employee scheduling based on holidays observed by TxDOT's Motor Carrier Division (MCD). The system should be fully integrated with MCD's Rockwell Spectrum Automated Call Distributor (ACD). The document provides background information on the network setup, the number and location of agents, and the methods used for remote agents and telecommuters. The document outlines the core requirements for the WMS, including interface with the ACD, agent forecasting and scheduling, vacation and holiday planning, real-time schedule changes, agent placement in different queues, and report generation. It also specifies the vendor responsibilities, which include being the point of contact for all maintenance issues, and the TxDOT responsibilities. The document also covers documentation requirements, training plan, installation details, testing and acceptance criteria, warranty, and maintenance provisions.
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