Real-time adherence and call history through easy integration
Monet Integration, in conjunction with our built-in data import feature, will work
with all major ACD or PBX phone systems, allowing the WFM software and ACD to talk
to each other, in real time. Both real time adherence and call history are easily
enabled through integration with an ACD system.
Real-time adherence integration
Monitoring agent adherence in real-time is vital to workforce management functions
such as forecasting, scheduling, and budgeting. Monet WFM Live continuously monitors
and records the real-time status of the workforce showing those agents who are on
the phone and those who are not, so quick corrective action can be taken to streamline
workflow processes. Monet's adherence screens display when agents are available
for calls and when they take their lunches and breaks, based on predetermined schedules.
Some key capabilities are:
- Monitor agent status in real-time
- Monitor and analyze key performance indicators and trends to reforecast, reschedule,
and adjust staffing levels
- Track and compare forecasted and actual center statistics
- Evaluate adherence and take action to improve performance
Work history integration
Monet Integration provides essential visibility into the data needed for effective
decision-making through integration with an ACD or PBX. Analyses of agent work history
data from ACD systems are used to calculate a precise forecast for future call volume,
agent requirements and average handling time for any time interval of the day, based
on service level goals. The ability to correctly forecast enables the creation of
optimized schedules that balance service levels, costs and agent requirements to
plan for the center's long-term staffing needs.
For more information about the integration please
contact us.