Archives: Tooltips
Automation
Automated Workflow and seamless Payroll integration
Call & Screen Recording
Record the audio and video of customer interactions, then search and playback from the user dashboard
Adherence & Attendance
Managing workforce scheduling adherence, clocking, and time & attendance data
Scheduling & Workday Management
Scheduling and workforce management tools to ensure the right agents, at the right time, are better serving customers and improving business outcomes
Forecast & Demand
Apply historical data to better predict staffing levels and event-based demand
SoftPhone & ACD Integration
Seamless integration to all major contact centre SoftPhones and Automated Call Directory (ACD)
Analyse & Act
Reconcile planned vs. actual data Review/approve reports Analyse variance data Publish payroll and performance reports
Capture Actuals
Capture clocking data Capture non-attendance Review actual demand data Manage on-the-day gaps and fill accordingly Capture and resolve variances
Smart Scheduling
Access contracted staff availability Assign staff to scheduling patterns Make plan to resolve variance Create, approve and publish rosters Manage
Forecasting
Real-time visibility through customer user dashboards Collect data at intervals to predict current day workload Re-schedule remainder of day