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.