Irene - Features Overview

Standard Forecasting Features
  • Forecasts Average Handle Time by time interval for more accurate scheduling
  • Tracks and projects growth trends, seasonal, weekly, and daily call/contact patterns
  • Accurately adjusts forecasts to account for recycling of abandoned calls
  • Mark special days for forecasting purposes
  • Schedule and track holidays
  • Compensates for missing data
  • Adjust forecasts
  • Import and compile data simultaneously from multiple data sources with varied data intervals
  • Alternative what-if scenarios
Standard Workforce Requirements Features
  • Calculate workforce requirements based on projected call volume and performance targets
  • Forcing based on simultaneously satisfying multiple quality of service criteria including ASA, % abandons, service levels
  • Adaptive algorithm dynamically adjusts workforce requirements based on past performance
  • No limit on number of skills supported
Scheduling Features
  • Automated schedule development for single-site contact centers or multi-site, multi-skill complexes
  • User-defined guidelines for agent shifts that comply with the center's work rules and business goals
  • Teams and sites in multiple time zones supported
  • Agents can enter preferences on all aspects of shifts
  • Multi-day assignments supported
  • Shift assignments matched to agent preferences based on user defined ranking -- seniority, performance, awards
  • User may specify daily or weekly repetitive schedules
  • Pre-assigned meetings and training automatically integrated into an efficient work schedule
  • Tracks and reports difference between actual performance and forecast
  • Intraday revision of forecasts adjusts workforce requirements
  • Graphical interface to adjust break and lunch schedules
  • Balanced allocation of workload between sites
  • Skills-based Scheduling
  • Payroll Interface
  • Vacation Planning & Tracking Module
Real-Time Management Features
  • Real-time display of scheduled agents vs. required to meet service targets
  • Real time switch data on speed of answer, service level, and occupancy/utilization compared to targets
  • Real-time display of schedule adherence who is handling calls, available, scheduled but unavailable
Agent Internet Access Features
  • Options controlled by your system manager
  • Individual schedules available
  • Vacation schedule and preferences
  • Work and days-off preferences
  • Shift assignment trades

Highlights

  • Scalable from the smallest call center to carrier class operations with multiple sites and thousands of agents.
  • Runs in a standard web browser.
  • Supports multiple skills.
  • Supports multiple sites and time zones.
  • Schedules to meet multiple service level targets.
  • Supports all standard interfaces -- new ACD's, switches, internet e-mail and chat interfaces added on a regular basis.
  • Automated schedule development for one-site contact center or multi-site, multi-skill operation.
  • Assigns tours based on agent preferences and seniority and rotation rules.
  • Allows "virtual contact centers" for long-range planning activities.
  • 24x7 or 8x5 user and tech support available.