Forecasting & Scheduling
Identify trends and predict future call volumes, handle times, and staffing requirements for your call center needs.  Monitor agent adherence to current schedule in real-time, make intraday adjustments, and report on historical adherence. Forecasts can be manually created using templates, and can account for staffing overheads.

Time & Attendance Tracking
Collecting and analyzing punch data, reducing labor costs and improving compliance are used as key strategies. Our tracking system also allows application of state and federal wage, FLSA and union rules. These can be configured and updated as needed.  Our system also provides preventive alerts on employees reaching maximum hours per day or week, no shows, overtime, etc. Our time tracking system also includes employee self-service capabilities. Employees are able to check schedules and hours worked, as well as submit time-off requests and provide approvals of hours worked.

Performance Management Data
Numbers are imperative for contact centers, customer care centers and call centers. Our success relies heavily on performance metrics to measure how efficiently processes are running, ensuring we are meeting the needs of our clients and their customers.  Ability to track KPI’s in real time through our platform as well as running KPI’s daily, monthly, quarterly and annually as needed.