WORKDESK MANAGER CONSOLE
WorkDesk Manager Console is the control panel of all WorkDesk Suite.
Is a web application realized following four points lead:
1. usability: using AJAX technology (through messages in XML/JSON format) the console
makes it very easy to use for all users of the company; training time is minimal and
therefore this implies a significant reduction in the cost of deployment;
2. modularity: every components is indipendent and can be installed in “stand-alone” mode;
3. flexibility: all the views are configurable to adapt to customer needs.
4. speed: the interface and all applications were treated to ensure the best perfermance;
All the operations of managing are entrusted to WorkDesk Administrator Panel.
This module have a set of operations available , like:
1. management, localization and configuration of mobile devices → through a real time
communication between device and console it is possible to retrieve the device status and if
necessary use a remote connection to correct possible problems; the communcations
between PDA and server can be established in two ways: web or SMS;
2. configuration of Factory: the module Factory allows communications between the
WorkDesk Enterprise Server and back-end system; the configuration and the choice of the
back-end system can be done in a specific area of the administrator panel;
3. Problem resolution: allows to view the log of Enterprise Server (even remotely);
4. configuration of WorkDesk Engine → allows to modify the basic parameters of engine
module (this is needed if you want to make tuning operations);
5. management of mobile devices version → from the control panel is possible to install a new
version of the software for PDA/SmartPhone devices; the software is then distrubuted on all
client requests, else, the administrator can force the installation by sending a notification
SMS to the Mobile WorkDesk.

 

WorkDesk Scheduler allows a scheduling of all resources and management of the life-cycle of customer calls. The scheduling manages active/pause times of single resource and can be set as manual or automatic (through the Dispatcher). Every manager sees in real time the result of its planning on back-end system (for Example Oracle JDEwards Enterprise One).

 

Each technician may be associated with a mission requested by a customer. The SOA architecture
and the Factory module can warn in real time the planned resource, the back-end system of all operations executed on the administrator console, and the back-end of all operations carried out by the administrative console.
The WorkDesk Scheduler allows relashionships between the technician and the mission assigned to him. The WorkDesk Dispatcher implements a series of complex algorithms that are used to perform this operation in fully automatic mode.
Specifically, the Dispatcher after must retrieve a set of input data, including:
1. resources and their skills;
2. planning of the resource (including holidays);
3. mission to do (for every mission what is the problem to solve);
4. customers and their geographical localization..
The WorkDesk Dispatcher, applying operations research algorithms and resources scheduling, can solve the most complex management problems of the workforce. This component has a knowledge base (KB) where it can recover (and provide) information of all information managed in the past.
The Dispatcher Suite provides a significant added value because it can reduce the cost of fleet management (optimization can reduce the cost of fuel). Moreover, optimization of transport / routes can lead to a reduction of harmful emissions and thus less environmental impact.

 

 

The configuration, the placement, the change of customer data, missions and all other data is done through WorkDesk Dashboard. All transactions made on the system are replicated on the back-end in two ways (chosen by administrator):
● batch (through a set of scheduled jobs);
● real-time.
Through Through WorkDesk Map you can view the routes taken by different technicians. This module can
be configured to be automatically integrated into a geographic location service, including:
1. Google Maps ;
2. Microsoft Visual Earth;
3. Yahoo Maps ;

4. OpenStreeMap ;

 

In addition to routes you can view the geographical location of all customers, branches, ...; view the position of the workforce always in real time.

 

 

 

Work Desk Manager Console is entirely developed with the Java language, following
web/enterprise standards, and so it can be installed on an application server like:
● Oracle Application Server ;
● Oracle WebLogic Server;
● IBM WebSphere Application Server;
● Apache Tomcat;
● others J2EE containers.