Call centers can
monitor agent performance in real time by using eWorkforce Management Perform
to: Track contact center activities in real time Set the threshold for automatic
alerts Compare actual agent status to performance objectives and schedules
World-class contact centers make sure that agents are performing at peak
productivity. The eWorkforce Management Perform package includes two modules
that help managers know in detail how agents are performing in order to help
them improve and excel. Real-Time Adherence Real-Time Adherence provides an
at-a-glance view of each agent's activity in real time and compares it to
scheduled activities. It gives managers the information they need to work with
individual agents to help them better adhere to their schedules, which makes
overall staffing plans more effective. Easily readable desktop windows show how
many minutes early or late an agent logs on, when the agent logs out, and when
the agent is on break or otherwise unavailable. A status bar constantly compares
the number of agents scheduled to the number actually logged in and signals when
an agent has spent more than a specified amount of time in any predetermined
activity. Agent Productivity Aspect Agent Productivity helps managers identify
the most- and least-productive agents and agent groups. Contact centers can
establish performance benchmarks and generate personnel file documentation.
Using this data, supervisors can coach employees, train new agents, and
establish standards for incentive and rewards programs. Managers can define the
viewing thresholds so that they can view the performance of all agents or
restrict the view to agents who fall outside the norm by specified amounts. They
can also configure data for outgoing reports by agent, group, time period, or
any other criteria they choose. Once the parameters are set, Agent Productivity
automatically tracks agent call availability and login and logout by shift and
compares them to the schedule. It also collects and summarizes productivity
data, including the number of inbound contacts each employee handled, average
contact time, average after-contact work time, and number of outbound
contacts.