Workforce Optimization for Customer Service

Enhance the quality and efficiency of your teams using channel management capabilities, smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.

• Manager Workspace landing page
  The Manager Workspace landing page provides managers with real-time alerts and key metrics that reflect the overall health and performance of the organization. By consolidating work and resource management data, managers can effectively oversee team performance, optimize agent utilization, and drive continuous improvement.
• Channel Management in Workforce Optimization for Customer Service
  Channel management lets you monitor important metrics across different channels and queues, manage the work being done by your team members, and collaborate with them to solve complex issues for your end-customers.
• Assigning work using Work Scheduler in Workforce Optimization for Customer Service
  Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.
• Scheduling in Workforce Optimization for Customer Service
  By using Scheduling, you can manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
• Managing user criteria for event types in Workforce Optimization for Customer Service
  Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.
• Teams in Workforce Optimization for Customer Service
  Teams lets you organize each of your teams into assignment groups, define a set of key performance indicators (KPIs) to analyze the performance of all groups within a team, drill into the metrics for a group, an agent, or an incident from a central location, and manage your teams effectively from a single location.
• Coaching in Workforce Optimization for Customer Service
  Coaching lets you review and assess the quality of completed interactions and tasks, enhance your teams' skill set by assigning training based on the assessments, add skills to their profile when they get trained, and identify skill gaps to train your agents effectively.
• Mobile Experience for Workforce Optimization for Customer Service
  Manage customer service cases from your mobile device with the Now Mobile Agent application. You can stay connected and access information in real time so that you can complete your tasks quickly.
• Scheduling in Workforce Optimization for Customer Service
  Learn how you can plan shifts that include break time for your agents to effectively manage their schedule in Workforce Optimization for Customer Service. Publish schedules to view the agent schedules on the team calendar.
• Schedule Adherence in Workforce Optimization for Customer Service
  You can use schedule adherence to monitor whether your team members are adhering and conforming to the schedules and to improve the operational efficiency of your organization.
• Work scheduler in Workforce Optimization for Customer Service
  Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. From your team's calendar, you can assess the task complexity level and work capacity, and assign or reassign work.
• Demand Forecast in Workforce Optimization for Customer Service
  Demand Forecast enables managers to view their agent staffing forecast at 15-, 30-, and 60-minute intervals on the team calendar. This feature enables managers to adjust and prioritize schedules, tasks, breaks, and meetings for their agents without impacting service objectives. Learn how you can use Demand Forecast to predict resources based on historical data.