Q-Max Agent Desktop gives individual agents direct access to Q-Max to perform a range of functions relevant to them from their desktops. This introduces an element of self service to functions such as:

• Displaying an individual agent’s Shift Report and those of the people they work closely with
• The ability to track how much leave they have taken in the current and next years
• Submitting an Absence Request to the Q-Max Absence Planning function for resource planners to approve or decline later
• Exchanging shifts with another agent for a day this week or next week (if both agents agree)
• Receiving reminder pop-ups from Q-Max administrators (for example a reminder about a training session)
• The ability to send and receive short messages from other Agents or Manager, including changes to shifts from the Q-Max Service Optimiser

Q-Max Agent Desktop is highly configurable to meet an individual operations needs and policies. It includes the ability to restrict access to certain times of the day.

The self service element of Agent Desktop enables Agents to see
Q-Max Workforce Management as a friend rather than foe.

A further benefit of Agent Desktop is that it will allow anyone to use the Q-Max Agent Adherence application, for any Contact Centre, regardless of ACD type.

Q-Max Agent Desktop is part of the main Q-Max system and is not an additional application charged for separately.