Workforce Engagement Management

My WEMBot would be a small critter that can work its way into all the aspects of WEM - able to find solutions for and make recommendations for the following top 10:

1. Provide preferential selection for agents workplans based on their adherence to schedules and other gamification metrics.
2. Able to change status of agents from On Queue to other status according to their schedule
3. Able to add part-time agents to schedules as needed based on head count and actual call stats
4. Assign specific learning modules into schedules instead of just a block of CBT time
5. Assign learning modules based on gamification metrics like ACW over 3 minutes - assign "How to finish your call" module
6. Equate completion of learning to specific metrics
7. Equate savings in AHT, Transfers, Holds, Hold Time, and Agent Knowledge Gap as related to use of Agent CoPilot features
8. Able to automatically reschedule agents based on Time-off, late notifications, and FTE requirements
9. Create an overall conversation score considering sentiment, empathy, silence, overtalk, and other gamification metrics combined
10. Allow emotion-based rating of calls in real time and getting supervisor on the line.

My WEM Mascot - Wembly

Got my vote Robert!  I'd add one to that, some type of instant positive feedback to an agent based on metrics/sentiment etc from the call eg "Hey that was a great call, well done"

My WEMBot would be a small critter that can work its way into all the aspects of WEM - able to find solutions for and make recommendations for the following top 10:

1. Provide preferential selection for agents workplans based on their adherence to schedules and other gamification metrics.
2. Able to change status of agents from On Queue to other status according to their schedule
3. Able to add part-time agents to schedules as needed based on head count and actual call stats
4. Assign specific learning modules into schedules instead of just a block of CBT time
5. Assign learning modules based on gamification metrics like ACW over 3 minutes - assign "How to finish your call" module
6. Equate completion of learning to specific metrics
7. Equate savings in AHT, Transfers, Holds, Hold Time, and Agent Knowledge Gap as related to use of Agent CoPilot features
8. Able to automatically reschedule agents based on Time-off, late notifications, and FTE requirements
9. Create an overall conversation score considering sentiment, empathy, silence, overtalk, and other gamification metrics combined
10. Allow emotion-based rating of calls in real time and getting supervisor on the line.

My WEM Mascot - Wembly

Added Ideas links to all of mine - get out the vote.

Got my vote Robert!  I'd add one to that, some type of instant positive feedback to an agent based on metrics/sentiment etc from the call eg "Hey that was a great call, well done"

My WEMBot would be a small critter that can work its way into all the aspects of WEM - able to find solutions for and make recommendations for the following top 10:

1. Provide preferential selection for agents workplans based on their adherence to schedules and other gamification metrics.
2. Able to change status of agents from On Queue to other status according to their schedule
3. Able to add part-time agents to schedules as needed based on head count and actual call stats
4. Assign specific learning modules into schedules instead of just a block of CBT time
5. Assign learning modules based on gamification metrics like ACW over 3 minutes - assign "How to finish your call" module
6. Equate completion of learning to specific metrics
7. Equate savings in AHT, Transfers, Holds, Hold Time, and Agent Knowledge Gap as related to use of Agent CoPilot features
8. Able to automatically reschedule agents based on Time-off, late notifications, and FTE requirements
9. Create an overall conversation score considering sentiment, empathy, silence, overtalk, and other gamification metrics combined
10. Allow emotion-based rating of calls in real time and getting supervisor on the line.

My WEM Mascot - Wembly

My WEMBot would be a small critter that can work its way into all the aspects of WEM - able to find solutions for and make recommendations for the following top 10:

1. Provide preferential selection for agents workplans based on their adherence to schedules and other gamification metrics.
2. Able to change status of agents from On Queue to other status according to their schedule
3. Able to add part-time agents to schedules as needed based on head count and actual call stats
4. Assign specific learning modules into schedules instead of just a block of CBT time
5. Assign learning modules based on gamification metrics like ACW over 3 minutes - assign "How to finish your call" module
6. Equate completion of learning to specific metrics
7. Equate savings in AHT, Transfers, Holds, Hold Time, and Agent Knowledge Gap as related to use of Agent CoPilot features
8. Able to automatically reschedule agents based on Time-off, late notifications, and FTE requirements
9. Create an overall conversation score considering sentiment, empathy, silence, overtalk, and other gamification metrics combined
10. Allow emotion-based rating of calls in real time and getting supervisor on the line.

My WEM Mascot - Wembly

My WEMBot would be a small critter that can work its way into all the aspects of WEM - able to find solutions for and make recommendations for the following top 10:

1. Provide preferential selection for agents workplans based on their adherence to schedules and other gamification metrics.
   Assigning schedules based on agent | Genesys Cloud Ideas Portal (aha.io)
2. Able to change status of agents from On Queue to other status according to their schedule
   Automatic change of agent status at the | Genesys Cloud Ideas Portal (aha.io)
3. Able to add part-time agents to schedules as needed based on head count and actual call stats
   Automatically increase part-time agent | Genesys Cloud Ideas Portal (aha.io)
4. Assign specific learning modules into schedules instead of just a block of CBT time
   Allow learning modules to be scheduled in | Genesys Cloud Ideas Portal (aha.io) 
5. Assign learning modules based on gamification metrics like ACW over 3 minutes - assign "How to finish your call" module
   Tie Learning suggestions to Gamification | Genesys Cloud Ideas Portal (aha.io)
6. Equate completion of learning to specific metrics
   Report on how Learning affects metrics | Genesys Cloud Ideas Portal (aha.io)
7. Equate savings in AHT, Transfers, Holds, Hold Time, and Agent Knowledge Gap as related to use of Agent CoPilot features
   Add specific data points like ACH and AHT | Genesys Cloud Ideas Portal (aha.io)
8. Able to automatically reschedule agents based on Time-off, late notifications, and FTE requirements
   Allow automatic rescheduling of agent on | Genesys Cloud Ideas Portal (aha.io)
9. Create an overall conversation score considering sentiment, empathy, silence, overtalk, and other gamification metrics combined
   Conversation Scoring | Genesys Cloud Ideas Portal (aha.io)
10. Allow emotion-based rating of calls in real time and getting supervisor on the line.
    Real-time Speech Analytics and Sentiment | Genesys Cloud Ideas Portal (aha.io)

My WEM Mascot - Wembly

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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I would choose an Eagle since the organization can rise above expectations and soar. Individuals fly as high as their effort and the eagle could provide guidance along the way.

I love Robert's and while the image is adorable I instantly thought of myself on the daily hamster wheel! :)

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Nicki Dehn
AAA Club Alliance Inc.
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Why not ask AI?  I threw it back old school...Alexander Bell as YOUR agent!

Why not ask AI?  I threw it back old school...Alexander Bell as YOUR agent!

I feel like it should be the original robotic source of helpful information. C3PO gets my vote! May not be the easiest license to secure, but Tracy has that AI money, right??

This would be really specific to my company, but here goes - 

The security cameras at our corporate headquarters recorded a cat fighting coyotes and really holding her own out in the elements, and she's since become a company celebrity. Everybody's talking about her, she's all over our intranet site, the whole company is trying to get her adopted, and we're running a donation match program for her. It's a whole thing. So for us, I'd digitize our feline friend ("Tapani") into a WEMBot. She's already shown she's a hard worker and has a whole company of adoring fans. All WEM communications could be in the form of cat videos, and really, who doesn't love those?

I LOVE all of these ideas so much it's been hard to come up with one of my own! As a mom, Toodles from the Mickey Mouse Clubhouse or Dora's Backpack are the first to come to mind. They are both able to provide multiple tools to choose from when in need of a solution. Combine that with Jarvis from Marvel to tell you which tool is needed or create a solution when there isn't one available would be great! The mascot would definitely be cartoony and fun to engage with! 

My company loves its OWLS!  

Now let's not forget about one of the first AI bots...on wheels: K.I.T.T.

Features & benefits of K.I.T.T. in WEM AI bot form:

Molecular-Bonded Shell & Pyroclastic Lamination | This feature would protect our agents' work computers from explosive devices, firearms, & high temperatures.

Electronic Jamming System | While on the clock, this feature would prevent the agents from using personal devices for non-work/non-emergency related reasons.

Turbo Boost | When home/office network speeds begin to dip, this capability would quickly & exponentially increase their network speed--minus the rocket motors & ability to jump 40+ feet into the air, of course.

Silent/Surveillance Mode & Manual Override | Similar to the "Monitor" feature for Supervisors, this capability would put K.I.T.T. in control of monitoring agent interactions live and using the agent assist/copilot feature to stealthily guide the conversation should it get off course. That being said, "Manual Override" would ultimately allow the Supervisor to barge-in and trump all parties, including K.I.T.T., to safely guide the conversation to desired outcome.

Flame Throwers, Tear Gas, & Flares | Disabled for obvious reasons.

Chemical Analyzer | Under the influence while at work? Not on K.I.T.T.'s watch.

Seat Ejection System | Per the previous point (or if the agent simply gets too far out of pocket while handling an interaction), K.I.T.T. reserves the right to eject the agent from the interaction & take over. That being said, if the customer is abrasive/rude/threatening/out of pocket with our staff, K.I.T.T. can eject them from the interaction as well.

Grappling Hook | Perfect feature for those agents who are out of adherence. I know it seems extreme, but I'm pretty sure our agents would much prefer it over our original WEMAI-powered bot, Terry Tate: https://youtu.be/Kg5cdZ-Fnpc?si=y6__XzSkGTx-AhRk

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Brian T. Jones | Ascension | Senior Specialist - Technology
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Since our company promotes our HyperAutomation Cloud platform, I want to see an AI-powered Elephant as our mascot. 

Meet Elie, best known for fortune and protection. Side note: Elie happens to have three times as many neurons as humans. How will Elie boost employee engagement? Our team would feel motivated to work together towards a common goal of good fortune. Superb brand recognition with a computer representing software, cute Elie representing strength and intelligence, and a cloud representing secure data storage.

All the best, 

Sheila