Call Center Forecasting, Scheduling & Real-time Adherence

Get the complete workforce management system in the cloud for more effective scheduling, forecasting and agent adherence.

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Monet WFM delivers call center scheduling and forecasting software in the cloud

Monet WFM Live sets a new standard for ease of use and affordability of workforce management software. Monet's solution delivers value to your entire call center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.

Call Center Forecasting

Contact Center Forecasting with Monet WFM

Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from ACD.

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Call Center Scheduling

Contact Center Scheduling with Monet WFM

Monet's advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, skills, holidays, breaks, service levels and center budgets

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Intra-day Management

Contact Center Intra-day Management with Monet WFM

A graphical display of agents' schedules can be manipulated by dragging and dropping breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly, and display surpluses and shortages for each time period of the day.

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Exception Planning

Contact Center Exception Planning with Monet WFM

The integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.

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Real-time Adherence

Contact Center Real-time Adherence with Monet WFM

Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.

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Configuration & Administration

Monet WFM Configuration and Administration Screenshot

Build an unlimited number of center splits or agent groups, each with its own set of service objectives and guidelines. Manage multiple sites and time zones. Set hours of operation by day of week, and service level goals down to 15-minute intervals if desired.

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Performance Analytics

Report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs and revenue.

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Monet's workforce optimization solution is cloud-based and delivered as a service, avoiding a large upfront investment and painful hardware and software implementation. This model allows you to get started with Monet WFM or get the whole integrated suite of Monet Live. Get started today.



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