Q-Max Optimiser allows the best use of available resources throughout the day. Optimiser automatically evaluates up to eight different strategies across the entire Contact Centre to produce, within seconds, a suggested list of named agent changes together with the quality of service improvement if these changes are applied.

The Optimiser strategies include break shuffling, movement of agents between different skill groups, rescheduling of off-phone (non-demand) activity and the use of overtime within budget.

Even with an accurate call forecast and a well designed set of shift patterns things can still go wrong on the day. Customer demand may be slightly higher than expected and people cannot be relied on to turn up as arranged. Within seconds the quality of service will drop and the number of abandoned calls can rocket. That is when
Q-Max Service Optimiser is required.