EMPOWER YOUR AGENTS
Give them the ability to be proactive with their day-to-day workflows.
Schedule, select, and configure queues and skills for specific job functions and responsibilities
Agents can be up and running in minutes as they are given control over their own workflows, freeing up your resources to focus on other important tasks.
Unlock the Power of Non-Traditional Agents and
Empower Staff with Our CX Platform
Automate Scheduling, Revert-backs, and More!
Empowered Agent Scheduling
Enable your part-time or flex customer service agents with the power of managing their skills configuration and on and off phone time schedule
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Our powerful scheduling capability to manage non-traditional agents makes it simple for operations leaders to empower and manage their staff effectively. We provide an easy-to-use interface where you can enable your agents to allocate queue/skills assignments to themselves quickly and accurately. This empowers individual agent schedule flexibility as well as meets the operational needs to ensure focused attention on the customer experience. Additionally, our tools provide real-time insights into agent performance, allowing the operations management team to monitor progress and adjust accordingly if needed. With our cloud-based tools, managing non-traditional agents has never been easier!
Plus, our automated rollback capabilities ensure that temporary configurations are reverted back correctly without any manual effort required. Take control of your contact center environment today with our innovative cloud software!
Management Transparency Reports
Gain clarity and visibility to make informed decisions
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Our management performance transparency capability will allow operations managers with the ability to monitor and analyze the activities and usage of their contact center team.
One of the key features of this solution is the ability to track and report on agent performance KPIs such as time spent in queues, skills, changes to skill assignments, off-phone time, or other work-related activities. Overall, this transparency capability provides managers with a way to gain visibility into the self-directed activities and usage patterns of their team members, helping them to make informed decisions about resource allocation, training needs, and overall team performance.
Queue/Skill Assignment Matrix
Optimize your agent performance and improve service quality
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The Queue/Skill Assignment Matrix provides managers with a comprehensive view of call volume, agent availability, agent proficiency, and stranded capacity. The matrix provides information on the agent proficiency, temporary assignments along with a sprinkle of call volume, agent availability, stranded capacity details throughout the view.
The agent performance information provides managers with insights into the skills and areas of expertise of each agent, allowing them to make informed decisions about agent assignments based on the agent's strengths and weaknesses. This can help ensure that agents are assigned to requests that match their skills and expertise, which can improve the overall quality of service.
Finally, the stranded capacity information provides managers with insights into the amount of unused capacity for each skill. This can help identify areas where additional training or resources may be required to fully utilize the available capacity.
Overall, the "Queue/Skill Assignment Matrix" provides managers with a comprehensive view of call volume, agent availability, agent proficiency, and stranded capacity, allowing them to optimize agent skill assignments and improve the overall quality of service.
Real-Time Queue Coverage Insights
Enable operations teams to make real-time decisions to quickly adapt to call volume fluctuations that affect service levels
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The important aspect of the information provided by this view is the ability to monitor the queue coverage in real-time. This involves tracking the availability and status of the agents, including their login/logout times, status changes, and other activities that may impact their availability to handle incoming requests. By providing managers with this information, they can quickly identify coverage gaps and take proactive steps to ensure that all incoming requests are handled promptly.
Another important aspect of this feature is the ability to track service level performance metrics in real-time. This includes monitoring key performance indicators such as average handle time, first call resolution, and customer satisfaction scores. By providing managers with this information in real-time, they can quickly identify any areas where performance is slipping and take corrective actions to maintain high levels of customer service.
Overall, the "Real-time Queue Coverage Insights" feature provides managers with a way to optimize queue assignments and improve service level performance by providing real-time visibility into the status of the queues, the availability of the agents, and the performance metrics of the team. By using this solution, managers can take proactive steps to ensure that all incoming requests are handled promptly and that customers are satisfied with the service they receive.
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