Monet AnyWhere for efficient agent and supervisor communication

Fast, real-time and effective communication between agents and supervisors is important for managing schedule adherence and exception planning. Monet AnyWhere provides an efficient way for supervisors and agents to communicate through Web-enabled self-service applications. Agents are empowered to be more directly involved in the scheduling process by entering exceptions or bids and viewing their schedules at any time. Supervisors save time spent manually entering agent requests and have access to key reports from outside the office. Supervisors can review agent schedules, approve or decline agent exceptions, schedule bids, and view critical reports.

Manage schedule changes

Agents can use Monet AnyWhere to request changes to their schedule. These requests immediately alert the agent's supervisor, who can review the impact of the change and approve or decline the request. If approved, the change immediately affects the schedule. In either case the agent is notified and the request is kept for future reporting. Supervisors can also request schedule changes for agents, in an identical manner with supervisor and agent roles reversed.

Open shifts for bidding

Monet AnyWhere will present unfilled shifts to qualified agents on which to bid, allowing them to volunteer for shifts normally outside their desired working hours. Supervisors can review bids made for a shift and select the agent they wish to assign.

View reports and agent states

Monet AnyWhere allows supervisors the opportunity to view nearly all of the reports from the Monet Workforce Management System through their web browser. In addition, with ACD integration, supervisors can monitor the live status of agents with a direct comparison to their scheduled activities. Since Monet Anywhere is 100% web based, agent and supervisor communication enables dramatic improvement across multiple locations and easily includes remote/home-based agents without installing any software. Agents can securely access the solution through a web browser.  

• Empowerment: Agents feel more respected and connected by allowing them direct access to their schedules, and makes it easier for them to volunteer for un-staffed shifts.
• Efficiency: Supervisors simply approve or decline agent requests with immediate results. This saves time usually wasted by supervisors manually updating data from email or verbal requests.
• Accountability: Monet AnyWhere tracks all requests, whether approved or declined. Agents can be monitored and inconsistent behavior such as turning up sick after their vacation days are declined. Supervisors can be held responsible for approved changes that left the center understaffed.

Monet AnyWhere is an add-on module to Monet WFM Live and seamlessly adds the capabilities above to streamline call centers, making them even more productive.