WorkForce time management system
Time management for Contact Center operators is, for the most part, time-consuming since supervisors need to consider a lot of factors influencing the overall performance of a Contact Center, i.e. operators’ participation in different campaigns, their membership in different groups, occupancy, vacations, days off, etc.
In order to simplify the work supervisors do and avoid mistakes in job design, WorkForce time management system has been introduced into VoIPTime solution.
WorkForce system enables visualizing operator’s workload and dynamically changing their availability in case of any current changes.
For the purpose of running reports on operator’s workload and assessing their performance, different kinds of reports have been generated for WorkForce system making it possible to accurately evaluate operator’s occupancy, and consequently to get statistics for financial estimates.