In developing version 8.6, the focus for the Teleopti WFM team has been on helping our customers to effectively handle any changes or requests that come along. A large part of achieving this responsiveness is improving the speed and usability of each tool.It isn’t good enough to say something needs to be done; action must be taken and results achieved in the quickest way possible. Tying together a streamlined requests process and a mobile self-service portal helps agents to achieve a better work-life balance, all whilst ensuring the contact center’s operations are fast and smooth.
Change happens. Be ready, be responsive.
In developing version 8.6, the focus for the Teleopti WFM team has been on helping our customers to effectively handle any changes or requests that come along. A large part of achieving this responsiveness is improving the speed and usability of each tool. It isn’t good enough to say something needs to be done; action must be taken and results achieved in the quickest way possible. Tying together a streamlined requests process and a mobile self-service portal helps agents to achieve a better work-life balance, all whilst ensuring the contact center’s operations are fast and smooth.
MyTime: Launch of the mobile app
In Teleopti’s effort to make schedule updates and requests simple and easy, we recently announced the upcoming launch of the MyTime mobile app. The app will soon be ready to download and use, and will be fully supported for customers working with version 8.6. We will announce when the app is “ready-to-use” in the Teleopti client so you can notify your agents.
In addition to the launch of the app, the development team has been updating many of the pages in MyTime to provide agents with an even more intuitive user experience.
Requests: Faster, better, stronger
As it says in the title, we have focused on making the Requests interface stronger, all so as to give users and agents a faster, better experience. This includes:
- Updated business rules and contract-time information to assist in “allow”/”deny” decisions.
- Automatic checking of business rules when a request is submitted, so as to give agents faster feedback.
- Ability to process same day absences using new intraday staffing checks.
- Quicker approval/denial process for vacation requests.
Intraday & RTA: Improved insights, faster reactions
RTA and Intraday functionality has been migrated to a modern, easy-to-use web interface. There have also been some major improvements in making these tools as agile and open as possible, such as:
- More intraday-data displays, including estimated service level against actual and scheduled staff alongside forecasted and required.
- Improved reforecasting algorithm for Intraday Monitoring.
- The RTA interface is up to 70% faster, such as when displaying 50 agents with highest alarm duration.
- Time in alarm and time out of adherence are now both shown.
- Users can combine skill, team and site to focus on specific parts of the organization.
Schedules & Teams: Optimized intraday staffing
Combined with RTA & Intraday insights showing where action is needed, staffing tools have been fine-tuned so you can react quickly and make the necessary schedule adjustments:
- For Schedules, within-day shift optimization is now twice as fast, both for 500+ agents and for individuals.
- The “what if” scenario capabilities have been expanded.
- Using the Teams tool, managers and planners can move an agent’s entire shift.
- Overtime can now be deleted via the Teams interface, as well as added in the day view.
- There is the option to select time zone when viewing agents’ shifts.
