Overview
Agent Power Software provides 6 coordinated, stand-alone modules that allow you to develop employee schedules, track queue and agent performance, and communicate this information with your agents. For specifics of each module, please see below.
Description of the 6 modules
The modules work independently or bring synergy when used together.
Planning and Scheduling
This is Agent Power's most powerful module. Call history is captured directly from your ACD as a starting point for forecasting inbound call loads. Based on anticipated call volumes, Agent Power calculates the staffing needed to meet service level goals. Planning time frames range from half hourly to monthly for the whole budget cycle. The scheduling process begins with the forecast of agents needed. Each half hour is considered, so that staffing can be balanced with workload. You'll know in advance of staffing shortages and surpluses, so you can take appropriate action. It's all there for you in an easy-to-use graphical format.
Agent Adherence
(requires Planning and Scheduling)Once you've taken the time to optimize your work schedule to balance your staffing with projected workload you deserve to achieve the target service level. With everyone's cooperation and contribution you can meet your goals. However, if agents don't follow their schedules the best plans won't ensure success. Long lunches, early or late breaks, late starts, extended breaks ... any of these can leave you understaffed.
Agent Power tracks who's working when they are suppose to be, and who's not. Each agent gets a daily score, expressed as a percentage.
Historical Agent Performance
Agent Power stores and consolidates agent data into a powerful database. Then you can produce reports on any individual agent's performance by day, week, month, quarter, or year to date. AGENT POWER will produce your favorite reports automatically, as scheduled.
Historical Group Performance
Agent Power helps you track the performance levels of your Call Center by reporting the success of your ACD group in specific terms. This powerful tool captures data in half-hour intervals and offers reports showing your results anywhere between half-hour-by-half-hour all the way up to year-to-date. With just a few mouse clicks, you can select and produce your report, or Agent Power will produce it automatically when you choose.
Real Time Agent Status
Real-Time Agent Status monitors current ACD activity. The summary page tracks multiple ACD groups quickly and easily in one window and keeps cumulative information for "so far today". Should any group slip out of tolerance, click on the group name along the left side to reveal the details. The detail window shows color-coded agents' status, names and duration in the current state. The display changes to highlight when an agent is on not ready (post call) status for longer than the threshold you set.
Info-Screen
Agent Power puts data on a reader board or desktop for every agent to see and updates it promptly. Lets agents make better decisions based on current information about office workflow and agent activity.
Bonus: C2S2
Specifically designed to work with Nortel's permier ACD product offering the Contact Center Manager (formerly "Symposium"). This module focuses on seating patterns within your call center. A floor map of YOUR office shows ACD positions with color coded dots which indicate which seats are occupied, and what work state agents are in.
Bonus: AP_Lite
There is also a bonus module for one specific ACD type, the Nortel Meridian 1 with C2, ( the basic Nortel offering). This last module offers basic historical reporting at a very favorable pricing point.
While all 6 Agent Power applications work with Nortel, Avaya, and ROLM ACDs, the Planning and Scheduling Module works with any modern ACD system.
ACD statistics, sometimes called Historical Statistics, can be reported by the telephone system reporting package. Certain ACD's (Nortel, Avaya BMCS, ROLM 9005, Meridian 1 ACD C2) provide reports that are supplemented by Agent Power. Other ACDs provide call center history (call center statistics) which is just fine without the addition of Agent Power
Terms: On our web site the following terms are used interchangeably to describe the process of designing agent schedules: call center scheduling, call center staffing, and employee scheduling. The tools that are used may be referred to generally as call center scheduling software, employee scheduling software, scheduling software, or specifically as Agent Power Planning and Scheduling Module.