Features

Key Features

  • 100% Web Based
  • Forecasting
  • Multi Skill Scheduling
  • Rule Based Scheduling
  • Real Time Adherence
  • Time Off Management
  • Agent Portal
  • Reporting
Key Features
100% Web Based

100% Web Based

  • 100% Web Based
  • Can be used on any mobile device
  • Multi Skill Scheduling
  • Minimal I.T. costs
  • Minimal infrastructure requirements
  • Low risk solution
WebBased
Forecasting

Forecasting

  • Historical data modelling
  • Visualise customer trends
  • Drag and drop smoothing
  • Mass adjustments
  • Forecast combined or individual queues
Forecasting
Multi Skill Scheduling

Multi Skill Scheduling

  • Schedule agents based on their individual skills
  • Optimise daily activities such as breaks and lunch
  • Add other activities to a schedule such as training and meetings
  • See Projected Service Level
  • Drag and drop functionality of schedules
Multi Skill Scheduling
Rule Based Scheduling

Rule Based Scheduling

  • Enter rules for agent working
  • Flexible or specified days on/off
  • Rotational Patterns
Rule Based Scheduling
Real Time Adherence

Real Time Adherence

  • Compare scheduled activity with actual activity
  • Identify poor agent behavior
  • Authorise instances of ‘Out of Adherence’
  • Agent receive a % score
  • Full reporting
Real Time Adherence
Time Off Management

Time Off Management

  • Create caps on holiday allowance each day
  • Limit agents holiday per year
  • Colour coded Holiday calendar
  • Automatically or manually approve/decline holiday requests
Time Off Management
Agent Portal

Agent Portal

  • Agents can log in from anywhere
  • Use any device
  • View days and times of work
  • Request holidays
  • View holiday availability
  • Autmomated Shift Swapping
Agent Portal
Reporting

Reporting

  • View actual contact volume vs. forecast
  • Report on all aspects of scheduled activities for all agents
  • Adherence Reporting
Reporting
Sign-Up