Notice ID: 36C25922Q0097
“The Veteran’s Health Administration – Member Services (VHA-MS) is seeking to obtain workforce management software/ license that optimizes the performance and management of agents, while minimizing costs associated with workforce management.”
“It is the Government’s intent to issue a contract award consisting of 1, 12-month, base year and four option years to meet the need of this requirement.”
“System Requirements:
- Customizable, User Friendly Interface -user-specific customized interface that enables robust feature set to each individual user’s unique set of recurring tasks…
- Merlang® -The patented Merlang forecasting algorithm improves upon the traditional Erlang-C by eliminating the assumptions that queues are infinitely long, callers never abandon the queue, and all calls have to be answered by one group of agents. Merlang equations offer several advanced features that are not available from software packages that use Erlang-C, including the prediction of the number of abandons and busies, and the optimal distribution of agents within skill groups…
- Merlang-M®-Merlang-M is an advanced forecasting algorithm that directly calculates requirements in a skills-based routing environment, avoiding repetitive analytical simulations.
- Special Events/Correlated Attributes Forecasting -Call center forecasts are based on historical data. Features called “Special Event” that is used to isolate and weight historical statistics when producing a forecast. A Special Event can simply exclude historical data from the forecast (an event that is not likely to be repeated), or you can use a Special Event to inform the forecaster to treat historical statistics deferentially…
- Configurable Time Step Sizes and Service Level Objectives-gives you the ability to alter Service Levels based on user configurable time step size. It supports time step sizes of 5, 10, 15, 30 and 60 minutes. Also, you can forecast using 2-hour, 4-hour, 6-hour, 8-hour, 12-hour, and 24-hour time steps…
- Outbound Support -support outbound demand phone traffic. All work types are treated appropriately. For example, outbound service level objectives are specified differently than inbound objectives.
- Skill Set Scheduling -The ability to schedule agents to multiple serving teams during the day, each serving team associated with different queues, and each queue representing a skill set…”
