Call centers can
monitor agent performance in real time by using eWorkforce
Management Perform to:
Track contact center activities in real time
Set the threshold for automatic alerts
Compare actual agent status to performance objectives
and schedules
World-class contact centers make sure that agents
are performing at peak productivity. The eWorkforce
Management Perform package includes two modules that
help managers know in detail how agents are performing
in order to help them improve and excel.
Real-Time Adherence
Real-Time Adherence provides an at-a-glance view
of each agent's activity in real time and compares
it to scheduled activities. It gives managers the
information they need to work with individual agents
to help them better adhere to their schedules, which
makes overall staffing plans more effective.
Easily readable desktop windows show how many minutes
early or late an agent logs on, when the agent logs
out, and when the agent is on break or otherwise
unavailable. A status bar constantly compares the
number of agents scheduled to the number actually
logged in and signals when an agent has spent more
than a specified amount of time in any predetermined
activity.
Agent Productivity
Aspect Agent Productivity helps managers identify
the most- and least-productive agents and agent
groups. Contact centers can establish performance
benchmarks and generate personnel file documentation.
Using this data, supervisors can coach employees,
train new agents, and establish standards for incentive
and rewards programs.
Managers can define the viewing thresholds so that
they can view the performance of all agents or restrict
the view to agents who fall outside the norm by
specified amounts. They can also configure data
for outgoing reports by agent, group, time period,
or any other criteria they choose.
Once the parameters are set, Agent Productivity
automatically tracks agent call availability and
login and logout by shift and compares them to the
schedule. It also collects and summarizes productivity
data, including the number of inbound contacts each
employee handled, average contact time, average
after-contact work time, and number of outbound
contacts.
