Real-Time Adherence & Scheduling

QStory’s Real-Time Automation software is designed to optimize contact center operations by dynamically aligning workforce supply with live customer demand. It enables instant, data-driven decisions, automates schedule adjustments, and empowers teams to respond proactively to changing conditions throughout the day.

Features

• Live Reforecasting: Continuously updates daily plans based on real-time data.
• Automated Nudges: Keeps agents aligned with operational goals through intelligent prompts.
• One-Click Actions: Simplifies decision-making with actionable insights and instant execution.
• Teammate Request Automation: Uses algorithms to approve agent requests when beneficial.
• Schedule Visibility: Offers a complete view of the day to plan ahead and reduce reactive management.

Capabilities

• Real-Time Adherence Management: Monitors and adjusts agent activities to maintain service levels.
• Operational Agility: Enables team leaders to take immediate actions without cross-departmental dependencies.
• Integrated Decision Support: Combines data feeds with automation to streamline workforce adjustments.
• Modular Integration: Works alongside existing WFM platforms and integrates with ACDs, LMS, HR systems, and more.

Benefits

• Efficiency Gains: Reduces administrative overhead and frees up time for coaching and strategic tasks.
• Improved Engagement: Empowers agents and leaders with autonomy and clarity.
• Time Savings: Customers like Jet2 and NatWest have reported significant time repurposing and productivity improvements.
• Enhanced Service Delivery: Maintains customer service goals even during demand fluctuations.