272The agents in your contact center can account for close to 70% of your overall operating costs. Their performance directly impacts the success of your contact center.

Traditionally, contact center performance has been difficult to monitor, let alone attempt to improve productivity. Fortunately the answer has arrived and its name is Workforce Management Solutions. Never before have contact centers been able to monitor, change or modify agent learned behaviors in real-time. Just making slight changes to agent performance can achieve enormous returns.

The workforce management application translates performance data into in-depth insight about your agents’ strengths and weaknesses. Sophisticated contact center monitoring tools collect and consolidate real time and historical performance information, delivering it right to the desktops of managers and executives. It monitors both individual efficiency and the contact center’s key performance indicators in real time.

The workforce management application maintains the most complete set of data within the contact center – allowing managers to view reports that consolidate information from multiple systems, including disparate phone systems, customer/prospect databases, and mainframe systems.

Identify Opportunities Avoid Problems

The contact center is fed a constant diet of real-time customer intelligence. It is uniquely positioned to channel this real time information to the agents on the floor. By using workforce management solutions and reacting promptly and appropriately to real-time intelligence, you can optimize an opportunity or avoid a potential business disaster.

The ability to drive performance in real time by presenting your contact center personnel with different types of dashboard information, including individual and group telephony metrics, sales data, messages, links to agent coaching, annotated call logging is extremely valuable.

Monitor, Measure, Analyze, Optimize

Determining trends in call volume, agent occupancy, average call or case duration, peak volume times by channel (phone, email, web, chat), and the number of open cases closed are now at manager’s fingertips. Contact center analytics can also identify barriers to achieving “time to resolution” goals by monitoring and analyzing such key trends as resolution time by agent, by product, by customer, by time of day, day of week, and average and peak queue times.

Interactive Communications With Your Agents

Improve communication with contact center personnel by sending live or scheduled messages to an individual agent, a group of agents, or even an entire contact center. One or more areas of a dashboard can be designed to accommodate messages. Messages can be display only, or require an acknowledgement from the reader. Complete reporting allows managers to review message history by sender or receiver.


Scorecards are the natural extension to desktop contact center workforce management dashboards. They present a Key Performance Indicator (KPI)-focused view of both current and past agent and manager performance in relation to specified goals (targets), and compare that performance with the average performance of agents within their group. While agents can only see their own scorecards, managers may view the scorecards for all agents within their group.

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