| Q-Max Agent Adherence enables contact
centre managers to monitor and proactively manage agent performance
in “real time”. By connecting to the ACD system
it can monitor the status of each agent’s activity, for
example logging on and logging off, 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 log-times and
non-adherence time for the day.
In addition to real-time display, Agent Adherence stores
information on a daily basis of non-adherence for each agent
against the Workplan, as well as summary details on levels
of non-adherence grouped against Agent Team, Bureau or Workgroup.
Drill down reports can be easily exported or printed and
the screen can be colour coded to display agent non-adherence
by individual team. The most non-adhering agent for the day
or the top 10 most non-adhering agents can be recorded, building
a pattern of activity.
In the same way those agents that are working according to
the Workplan and are in the right place at the right time
doing the right work can be recognised and rewarded.
If you would like further information on Agent Adherence
please take a look at Agent
Adherence.pdf.
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