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Community workforce management: Collaborate, Communicate, Empower

admin — Thu, 24 Sep 2009 14:00:29 +0000

Community’s unique Collaboration Exchange enables schedulers, supervisors and agents to act in synchronized harmony regarding execution of the daily workforce management process. Agents make request through their user definable, easy-to-use web browser and these request instantly appear to their supervisor and scheduling teams. Supervisors and schedulers can then approve or deny these requests with just a few clicks and Community automatically notifies the agents of the status of their request. Community also features drag-and-drop schedule control enables rapid response to intraday anomalies.

Real-time Adherence like you have never seen it before

admin — Thu, 24 Sep 2009 13:00:33 +0000

Community delivers outstanding real-time adherence alerts to supervisors and schedulers. Each user can create unique thresholds and the color or each frame will change as each agent’s violations progresses through time. Schedulers can use one set of thresholds while each supervisor operates with a different set of thresholds.

True Ease of Use with Embedded Steps to Success

admin — Thu, 24 Sep 2009 12:00:43 +0000

Community is designed to be truly easy to use. While lots of applications make that claim, Community backs it up with powerful features. “Steps to Success” guide users through completing routine tasks such as creating forecasts and schedules. Within those steps, Community utilizes powerful, flexible wizards, over twenty five unique wizards for Schedulers and Administrators alone.

Rich Graphical Interface

admin — Thu, 24 Sep 2009 11:00:18 +0000

Ultimate Ease of Use!

Anyone who can use a web browser can enjoy the benefits of Community. The familiarity of a web browser is coupled with Built-in-Wizards and convenient drop-down menus throughout the solution. Set up is a breeze!

Elegant Drag-and-Drop Schedule Control

admin — Thu, 24 Sep 2009 10:00:46 +0000

Community features drag-and-drop schedule control and the “Virtual Net Line” built right into the schedule management function that instantly indicate the impact of schedule changes and exceptions as they occur. The solution also maintains the original schedules so changes may evaluated for their impact on the net line!

Workforce Management without Borders

admin — Thu, 24 Sep 2009 09:00:06 +0000

Community users may add sites under the same ACD platform on-demand, for no additional charges and even move queues groups or activities from one site to another and evaluate their impact on their business.

Advanced Forecasting Capabilities

admin — Thu, 24 Sep 2009 08:00:58 +0000

Community offers a host of standard, advanced and industry unique forecasting features. Five methods of forecasting workload are made available to the users. Community produces both single skill and multi-skill driven staff plans and indicates the true value of cross training your agents. Community extends the traditional definition of “what-if” analysis to new levels by allowing your analysts to evaluate the efficiency of staff plans that are based on different agent skill sets! Community also saves every single version of every forecast for use at any time in the future!

Empower Your Agents

admin — Thu, 24 Sep 2009 07:00:33 +0000

Community empowers your agents while enabling a paper free scheduling environment. Nothing to install on the desktop, as long as agents have access to Internet Explorer 6, 7 or 8 they have access to 100% of the system functionality. Configurable menus enable you to allow or restrict a wide range of functionality in addition to including menu options to other applications and web links.

Agent functionality includes:

Access to all of their schedules

Request time off

Review requested and approved hours

Trade schedules with other agents

Offer to give up hours

Request additional hours

Request schedule availability changes

Request schedule preference changes

Review schedules for Supervisor Group

Report on personal schedule adherence data

Report on personal telephony state data

Apply personal screen layout preferences

Apply personal screen appearance themes

Participate in online surveys

Receive streaming messages

Receive instant schedule change notifications

Create custom hyperlinks

Send and receive Community Memos

…and there’s still more!