Workforce Management

gPlex® Workforce Management

gPlex® Workforce Management module enables easy and efficient agent scheduling. It allows you to staff the right people, with the right skills, at the right time of day. We've designed an intuitive, user-friendly workforce management tool that's fully integrated with our Workforce Optimization suite, facilitating the sharing of data among components and providing a comprehensive view of your entire contact center operation.

Making real-time decisions on some aspects is a must for contact centers administrators. gPlex® Workforce Management module enables quick, decisive action by detecting issues before they impact service levels. The intraday manager provides intraday re-forecasting and re-scheduling capabilities to optimize performance. Agents are informed of changes in the schedules (e.g. breaks, lunches, etc.). Agent adherence is tracked in real time and detailed reports are available for agent self-improvement in addition to management. Real-time service levels and real-time forecast-to-actual interaction comparison are also available for real-time decision making.

Major Features:

* Single- and multi-skill forecasting.
* Integration with automatic call distributor (ACD).
* Accurately forecast customer demand.
* Choose from basic scheduling or advanced solutions.
* Make real-time decisions with real-time visibility into staffing and call volumes.

gPlex® Workforce Management Module - Accurately Forecasts Customer Demand

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