The patented TotalView Multiskill process uses built-in simulation technology to create effective agent schedules by simulating ACD and network-level routing rules. The Multiskill feature also lets you analyze how changes in contact arrival patterns, agent skills or routing rules will affect staffing requirements. These advanced simulation and analysis capabilities provide an easy-to-use solution for even the most sophisticated skill-based routing environments.

The TotalView Multiskill feature provides the most accurate and comprehensive set of management tools to harness the power of today’s advanced skills-based routing ACDs. With this powerful feature you can:

• Accurately simulate agent skills, network routing and ACD skills-based routing.
• Automatically create effective forecasts and schedules for multiple contact types to meet goals for service level and agent occupancy.
• Schedule multiskilled agents using 'universal queuing', time-block or a combination of both contact allocation methods.
• Calculate agent availability and multi-skill efficiency to measure the impact of changes on skill assignments and contact delivery.
• Easily evaluate the efficiency of skill assignments and the rules controlling contact routing.
• Respond to changes in staffing or contact volumes using sophisticated analysis tools to pinpoint corrective action.
• Successfully implement enterprise-wide call center management using skills-based ACDs from different vendors and intelligent network call routing.
  

The TotalView Difference