Create customized views of the most important indicators for your operation. Create easy-to-understand dashboards
that generate value at all levels of the organization.
Create scenarios based on the ideal headcount, and contrast them with the current schedule.
Compare different forecasts with different shift proposals, and know the results of service levels, service levels, and agent activity rate in a statistical summary based on historical information, by line of business on a weekly and daily basis.
Define the indicators you want to track.
With the built-in library of functions work out basic mathematical operations, add conditionals, perform operations between indicators represented in different units, and explore different options for representing the data.
Create dashboards by service, service group, indicator types, agent supervisors, custom agent groups, and more. Share your own configuration with other profiles.
View data whenever you need it with automatic synchronization of information through native integration with OCC.
Automation of tasks
Schedule date and frequency of user synchronization and historical data of interactions and actual agent status.
Schedule the creation of automatic forecasts for the time range you want, and re-forecast as often as you need with just one recurring task.
Through semi-custom connections, extract data to reflect in other tools in your company y envía datos a and send data to inConcert WFM to update historical data.
Upload historical interaction data and actual agent statuses through text files.