The TotalView system includes a comprehensive suite of reporting and analysis tools, with over 70 customizable tabular and graphical reports. Data can also be easily exported to third-party applications like Excel for further analysis.
Forecasting & Planning
| Short-term and long-term forecasts, staff plans, special days, and more. | | Scheduling | Time utilization, weekly hours, schedule trades, schedules by day, week, agent, and supervisor, and more. | | Intraday | Current and projected performance to service level targets by channel and queue. | | Analysis | Comparison of planned and actual performance, including adherence, queue utilization, percent answer, agent availability, and more. | | Vacation | Detailed vacation information and schedules by agent or group. | | Administrative | System configuration documentation, including schedule templates, work rules, and more. | | Logs | Time-stamped history of user events. |
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