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IEX’s TotalView Workforce Management system enables contact centers to deliver consistent service with lower operating costs and higher employee morale. It is designed to improve the scheduling and agent management processes in both single site and multi-site environments.
TotalView offers advanced features including skills-based and multimedia scheduling, real-time and historical adherence, intra-day and performance management, enterprise reporting and data exchange, vacation and holiday planning as well as short and long-term resource planning. TotalView offers these powerful features with a single-server architecture that enables easy system installation and maintenance.
TotalView version 3.9 offers skill block scheduling features that make it easier to manage multichannel contact types and other back office work. The new version also heightens agent empowerment with new time off management and schedule preference capabilities.
Skill Block Scheduling automatically designates optimal time slots for agents to devote to a particular skill, such as: outbound calling, e-mail, web chat or other customer contact channel types. Additionally, centers can also manage offline tasks such as filing, fulfillment and other types of work. During these designated periods, the agent is only considered open to handle a defined subset of contact types. As a result, the center can manage multimedia and offline contact types much more effectively.
Using Skill Block Scheduling ensures that everyone in the center is aware of what they are supposed to be doing - the management team, supervisors and agents. It is easy to see and manage the resources that are being allocated for each contact type. Effective skill block scheduling ensures the center is properly staffed to meet service goals. This provides more efficiency than dedicated agents and a more satisfied workforce because of job variety.
Time Off Manager allows agents to manage sick time, vacation, personal days and other schedule entitlements via any standard Web browser within the WebStation Plus module. This automates the process of managing, tracking, notifying and approving paid time off. This feature also provides a “wait list” capability for their desired days off.
WebStation Plus Agent Preferences allows agents to input the desired characteristics of their work schedule. This gives agents more influence over their start/stop times, days off, lunch time, break times, etc. Preferences can be input based on scheduling intervals defined by managers. For example, centers that issue new schedules on a monthly basis may allow agents to make changes to their preferences at a designated time each scheduling period.
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