 Features Overview |
Forecasting Features
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1-Click Forecasting |
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Forecasts Average Handle Time by time interval
for more accurate scheduling |
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Tracks and projects growth trends, seasonal,
weekly, and daily contact patterns |
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Accurately adjusts forecasts to account for recycling
of abandoned calls |
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Mark special days and atypical data |
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Compensates for missing data |
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Manually override or adjust forecasts |
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Import and compile data simultaneously from multiple
data sources with varied data intervals |
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Alternative “what-if” scenarios |
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Workforce Requirements Features
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Calculate workforce requirements based on projected
call volume and performance targets |
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Forcing based on simultaneously satisfying multiple
quality of service criteria — including ASA, % abandons,
service level and maximum occupancy |
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Adaptive algorithm dynamically adjusts workforce
requirements based on past performance |
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No upward bias in requirements generation |
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No limit on number of skills supported |
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Rapid analytical determination of skill based force
requirements with automatic quantification of
benefits of multi-skilled agents |
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Scheduling Features
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1-Click Scheduling |
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Automated schedule development for
one-site contact center or multi-service, multi-site,
multi-skill complex Applies user-defined business rules
to create tours that meet business needs and comply
with work rules |
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Teams and sites can be in multiple time zones |
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User-defined maximum percentage of split tours |
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Agents can enter preferences on all aspects of tours |
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User-defined tours and multi-day assignments are possible |
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Tours matched to agent preferences based on user
defined ranking — seniority, performance, awards |
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User controls day-of-week allocation of surplus agents |
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User may specify daily or weekly repetitive schedules |
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Pre-assigned meetings and training automatically integrated
into an efficient work schedule |
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Tracks and reports difference between actual
performance and forecast |
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Intraday adjustment of forecast adjusts workforce
requirements to meet targets under change |
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Graphical interface to adjust break and lunch schedules,
account for agent absences, enter other exceptions to schedule |
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Balanced allocation of workload between sites |
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Preference based or rotation based day-off rules |
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Skills Based Scheduling |
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Payroll Interface |
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Vacation Planning & Tracking Module |
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Real-Time Management Features
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Real-time display of scheduled agents vs. required
to meet service targets |
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Real time switch data on speed of answer, service level,
and occupancy compared to targets |
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Real-time display of schedule adherence — who
is handling calls, available, scheduled but unavailable |
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Agent Internet Access Features
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Individual schedules available |
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Vacation schedule and preferences |
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Work and Days off Preferences |
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Tour assignment trades |
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Scalable from the smallest contact center
to carrier class operations with multiple sites and thousands of agents |
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Runs in a standard web browser |
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Supports multiple skills |
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Supports multiple services |
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Schedules to meet multiple service
level targets |
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Supports all standard interfaces -- new ACD's, switches, internet e-mail and chat interfaces are added on an ongoing basis |
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Automated schedule development for one-site contact center or multi-service, multi-site, multi-skill operation |
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Assigns tours based on agent preferences and seniority and rotation rules |
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Allows "virtual contact centers" for
long-range planning activities |
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24x7 or 8x5 user and tech support available |
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