WORKFORCE
OPTIMISATION
Workforce Management:
Agent Adherence Overview
Agent Adherence enables contact centre
managers to monitor and proactively
manage agent performance in
“real-time”. It monitors each agent’s logon
and logoff activity against planned work
schedules. Managers can choose what
information is displayed for each agent.
This can include agent name and current
status as well as logon and
non-adherence times for the day.
What you get
• Real-time, second by second, automatic collection of
agent login / logout data
• Instant comparison of planned Agent Shift with current
login reported activity
• Graphical real-time Agent Adherence displays in six
formats
• Display by Team, Skill, Bureau, Rota Assignment or
individual agent
• Unique Adherence “Meter” for instant, at-a-glance analysis
• Optional capture of user-defined walk-away reasons when
agents stop work, if used with QMax Agent Desktop
• Integrates with QMax Agent Desktop to monitor agents
starting and stopping work
• User-sizeable desktop displays
• Dynamic “Bubble” display to identify an individual agents’
changing adherence levels
• “Grid” report with column sort, scale adjust and selectable
refresh rate
• Exception reporting option to streamline data displayed
• Historical Agent Adherence reports by date range and
activity
• Agent and Team ranking reports to highlight problems in
any of 16 areas
• User configurable preferences, colours, descriptors and
thresholds
Agent Adherence is self-evident and simple to use,
requiring virtually no training.
System Requirements
• QMax Workforce Management version 6.2 or later
• A dedicated high-performance QMax Server to run all your
QMax software
• Windows 2003 or later Server Operating System
Integration with Agent Desktop
By combining the “Self-Service” elements of QMax Agent
Desktop with the monitoring and performance controls
of Agent Adherence, users of the QMax Workforce
Management System have the power, speed, performance
and control available to make a real difference to service
delivery and customer care.
Integration with your ACD
At extra cost, Agent Adherence can integrate directly with
your ACD MIS, if Agent Desktop is not being used.
QMax Agent Desktop can record when an agent starts
and stops work by:
To find out how AgentAdherence can benefit your
organisation, please contact us today by calling
0330 333 6100 and asking for Sales.
• Logging in and out of Agent Desktop
Only certain ACDs MIS are supported, including Cisco IPCC
Enterprise, BT Contact Central, Mitel, Avaya CMS and others
- check with Netcall to find out if your ACD MIS is supported.
• Using the Working/Not Working buttons on the Agent
Desktop menu
• Red/Green indicators show the agent’s status
• An agent can be prompted for a walk-away reason when
stopping work
Netcall is one of the UK’s leading providers of Customer Engagement Solutions.
Netcall’s product suite delivers compelling solutions for end-to-end customer engagement, incorporating Intelligent Contact
Handling, Workforce Optimisation, Enterprise Content Management and Business Process Management.
Netcall’s customer base contains over 750 organisations in both the private and public sectors. These include 80% of the major
UK multiplex cinemas, over 70% of the NHS Acute Health Trusts, major telecoms operators and leading commercial organisations
across many sectors.
Hamilton House, 111 Marlowes, Hemel Hempstead, Hertfordshire HP1 1BB
t 0330 333 6100 f 0330 333 0102 e [email protected] w www.netcall.com
© 2013 Netcall Telecom Limited
NCE3-WFM-1211-0921