Integrated Agent Portal within Salesforce (Add-On)
Designed for Salesforce, this agent portal provides agent functionality including receiving alerts, request exceptions, swap shifts, and agent visibility to check schedules and key information like adherence scores.
Performance Management: Easily report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs, and revenue.
A graphical display of agents’schedules can be manipulated by dragging and dropping breaks, lunches, and other exceptions. Real-time updates can be made to required and assigned agents instantly, and display surpluses and shortages for each time period of the day.
Verint Monet advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, holidays, service levels, center budgets, etc.
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.