Genesys Workforce Advisor

Even the best resource plans have difficulty meeting the challenges of changing intraday conditions.  Most organizations cannot easily or effectively monitor actual contact center workforce performance relative to their resource plan in real time. Genesys Workforce Advisor consolidates data from multiple switches and workforce management applications to help organizations more effectively manage the supply of agents against the ever-changing call demand in the contact center.

When deviations from plans occur, as they do on an hourly and minute-to-minute basis, it is almost impossible to determine what the differences are, let alone where they are occurring and what is causing them. Meanwhile, thousands of customers experience unacceptable wait times and poor service, or money is wasted as resources sit idle. With Workforce Advisor, organizations now have real-time workforce visibility into the supply/demand equation and can evaluate contact center performance versus resource schedule in real time. Best of all, distribution of performance management information is accomplished automatically within seconds to everyone responsible for performance.

Advantages:

Features:

• Consolidates data from multiple switches and workforce management systems
• Monitors and manages agent schedule adherence in real time
• Correlates actual staffing levels and workforce performance versus forecasted
• Identifies unusual activity or discrepancies via advanced rules engine
• Communicates events immediately and directly to appropriate workforce management and frontline personnel