Project Overview

The WFM Attendance and Time Tracking project, developed and delivered by Digiclarity, was designed to optimize workforce management within the hospitality industry. Utilizing Amazon Connect, WFM Alvaria, Unifocus attendance system, Kinesis Stream, DynamoDB, and Redshift, the system manages agents’ schedules, tracks attendance, and facilitates customer interactions. Data is fetched from WFM Alvaria and Amazon Connect, with complex rule engines applied to update the WFM system based on Amazon Connect declarations. The system also includes features for reviewing and overriding decisions made by the rule engine, ensuring accuracy and flexibility. Additionally, it serves as a bridge between multiple systems, such as WFM Alvaria and Unifocus, and includes modules for HR document management and reporting.

WFM Challenges

Manual Time Tracking:

The existing manual time tracking process was prone to errors, inefficiencies, and inconsistencies, leading to inaccurate payroll calculations.

Integration with Amazon Connect:

Integrating Amazon Connect with the WFM system required real-time data synchronization and the management of complex rules and exceptions.

Rule Engine Complexity:

The system had to apply complex rules to Amazon Connect declarations to update WFM accurately. Developing a robust rule engine that could handle various scenarios and exceptions was a significant challenge.

Complex Data Integration:

Integrating data from multiple sources, including WFM Alvaria and Amazon Connect, required careful synchronization and management. The challenge was to ensure seamless data flow and accurate updates across systems.

System Interoperability:

Acting as a bridge between multiple systems like WFM Alvaria and Unifocus demanded high interoperability. Ensuring that these systems communicated effectively without data loss or errors was critical.

Real-Time Data Processing:

The need for real-time data processing, especially when dealing with attendance tracking and scheduling, added another layer of complexity. The system needed to process and apply updates quickly to maintain operational efficiency.

The Solution

Automating Time Tracking and Payroll Correction:

Digiclarity automated the time tracking process and incorporated payroll correction features, eliminating manual errors and ensuring accurate attendance and payroll data.

Ensuring Compliance:

The system was designed to fully comply with labor laws, addressing compliance issues and reducing legal risks.

Integrating Amazon Connect and Biometric Clock-In:

The solution seamlessly integrates Amazon Connect with the WFM system and supports biometric clock-in, enabling real-time synchronization of agent interactions and attendance data.

Enhancing HR and Reporting:

The system includes HR document management and reporting modules, providing a centralized platform for efficient record-keeping and reporting.

Advanced Rule Engine:

A sophisticated rule engine was implemented to handle the complex scenarios and exceptions that arise from Amazon Connect declarations. This engine automatically updates the WFM system, with the flexibility to accommodate various business rules.

Scalability:

Designed the architecture with scalability in mind, leveraging AWS services to handle increasing workloads without compromising performance.

WFM Approach

Understanding Client Needs

Digiclarity conducted thorough consultations with the client to deeply understand their specific challenges, including issues with manual time tracking, payroll inaccuracies, and compliance requirements.

System Selection and Customization:

The team selected a suitable WFM system and customized it to meet the client's unique requirements, ensuring seamless integration with Amazon Connect and other essential modules.

Planning and Strategy Development:

A comprehensive strategy was developed to guide the project, focusing on automating time tracking, ensuring compliance, and enhancing payroll accuracy, while aligning with the client's operational goals.

Data Migration and Integration:

Existing data was carefully migrated to the new system, and integrations were established with Amazon Connect and biometric clock-in systems, ensuring real-time data synchronization and accuracy.

System Configuration and Testing:

The system was meticulously configured and subjected to rigorous testing to verify that all components, including payroll correction and HR modules, functioned as intended and met the client's requirements.

Training and Change Management:

Comprehensive training was provided to the client's team, along with change management support to ensure a smooth transition to the new system and its successful adoption across the organization.

WFM Key Features

Real-Time Data Integration

Advanced Rule Engine for Workforce Management

Customizable Schedule and Attendance Tracking

Review and Override Capabilities

Multi-System Interoperability

WFM Learnings

This project highlighted the importance of seamless data integration and real-time processing in workforce management systems. Digiclarity learned that a robust rule engine is critical for handling complex scenarios in scheduling and attendance tracking. The project also underscored the value of system interoperability and the need for a user-friendly interface that allows for manual overrides when necessary. These insights will guide our approach in future projects, particularly in developing solutions that require high levels of data accuracy and operational efficiency.

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Amazon Connect and WFM Alvaria Integration - Time Tracking & Attendance