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Adherence | Print |
The performance of a contact center depends on how well agents follow their scheduled activities. When agents are in adherence the contact center’s service level goals are more easily met, which increases customer satisfaction and shrinkage is decreased, which reduces staffing costs.

The TotalView Adherence Suite provides real-time and historical adherence features enabling supervisors to easily monitor and analyze agent activity. The result is better planning, improved agent performance, lower costs and happier customers.

Real-Time Adherence

The TotalView Real-Time Adherence feature compares an agent's scheduled activity to current activity, using real-time data streams from ACDs and media routers to provide up-to-the-moment agent state information. With this information supervisors are able to make sure agents keep to their schedules throughout the day.

The Real-Time Adherence display combines information on agent adherence with schedules, agent adherence to work-state time limits, and an overall summary of agents in each state into one intuitive screen, providing supervisors an at-a-glance indication of agent performance. If an agent is not on schedule, the agent's name is highlighted to alert the supervisor so that action can be taken to correct the situation, if necessary. Supervisors can also print the current Real-Time Adherence screen so that issues can be documented or addressed in coaching sessions.

TotalView Real-Time Adherence features include:

  • Automatic Refresh - updates display data as it is received, eliminating the need for manual screen refreshes.
  • Supervisor Information - so managers or adherence specialists can quickly contact the supervisor when needed.
  • Schedule Access - displays an agent’s schedule for easy comparison or modification using a simple mouse-click.
  • User-defined Colors and Thresholds - allow supervisors to set their own adherence tolerances and state displays.
  • Multiple Sorting Options - automatically sort displayed information by user-defined criteria so that the most critical adherence issues are displayed first. Agents that need extra monitoring can also be tagged with “push-pins” to keep them at the top of the list, independent of other sorting criteria.
  • Multisite Support - customizes permission settings to allow adherence to be viewed for an individual site or for the entire contact center from any workstation.

Historical Adherence

The TotalView Historical Adherence feature provides comprehensive historical reports of agent schedule adherence, allowing supervisors and managers to view and document the performance of individual agents or groups of agents. Reports show scheduled agent activities alongside actual agent activities and indicate whether an activity started late, ended early, or was unscheduled. A summary of scheduled time, available time, and times and percentages in adherence is also included.

The TotalView system stores individual agent activity data precisely as reported by the ACD, allowing reports to be re-run using different time periods, variance thresholds or agent selection criteria.

Let the TotalView Adherence Suite feature help you improve the performance of your contact center, so you can lower costs while better serving your customers.