Facts

• Increased Efficiency: Automated scheduling and attendance monitoring reduces the administrative burden on managers, allowing them to focus on strategic tasks.
• Improved Agent Engagement: Features like schedule bidding and the agent portal empower agents by giving them more control over their work schedules and communication preferences.
• Enhanced Decision-Making: Reporting and data analysis tools allow managers to access critical information in real-time, leading to better-informed decisions that align with business objectives.
• Seamless Communication: Built-in communication tools foster collaboration within the team, reducing the need to rely on external systems for messaging and notifications.

Key Features

Forecasting and Scheduling

Accurately align your resources Use historical data, call volume patterns, and other factors to predict future staffing needs accurately. This enables the creation of optimized schedules that align with workload demands, agent availability, and skill sets, ensuring efficient resource allocation​.

Automated Intraday Scheduling

Drive scheduling efficiency Streamline operations and ensure optimal coverage using Automated Schedule Adjustment Plans (ASAP) to efficiently manage contact center scheduling by quickly adjusting intraday schedules for your entire agent workforce – without the hassle of ad-hoc adjustments.

Real-time Adherence Monitoring

Informed staffing decisions Enhance contact center efficiency with customizable alerts to notify supervisors of changes in agent and team work status. Track contact center adherence with real-time reports that display exactly when and why agents are out, as well as team schedule adherence to see the status of everyone in day/week/month views.

Performance Analytics

Strategically improve CC performance Detailed reports and analytics helps managers assess overall performance and make strategic adjustments to improve efficiency. This includes analyzing adherence to schedules, agent productivity, and service level achievements​ to identify trends, pinpoint areas for improvement, and make data-driven decisions to optimize contact center operations.