Developed by Verint
The scheduling engine can incorporate all call types and other activities to generate optimal staffing schedules and to plan and schedule tasks.
Graphically displays agent schedules that can be changed by dragging and dropping breaks, lunches, and exceptions. Real-time updates can be made to required and assigned agents instantly, and surpluses and shortages are displayed for designated time periods of the day.
Collects and presents real-time and historical data at the agent, group, and center levels. Goals and alerting on key performance indicators, dashboards, reporting, and agent scorecards are all available with the metrics collected or generated within the platform.
Enables agents to access essential information, such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts, directly from Salesforce. This integrated agent portal within Salesforce includes agent functionality and visibility.
Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from Talkdesk.
Workforce Management, Knowledge Base, Gamification, Agent Coaching & Performance