Workforce Management

Introduction

With Anywhere365 WFM (Work Force Management) the Anywhere365 UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Administrator can manage his/her Agents (Workforce) conveniently. From as simple as configuring working hours for an Agent, to as complex as recording calls and rating the corresponding Agents using Surveys.

Not only Supervisors are able to rate Agents, but also the Customer can do this via real-time Quality Monitoring right after the Agent disconnected the call. Furthermore a Supervisor is able to assist his Agents during the calls by listening-in on calls, taking-over calls, or scaling-up calls, so both the Agent and the Customer as well as the Supervisor are in the call together. Based on historical data, which is collected during operations, forecasts can be made using Erlang-C, to calculate the required amount of Agents during shifts. This information can then be used to create the different shift-schedules.

Next to the rich set of functionalities that Anywhere365 offers out-of-the-box, it is also possible to integrate with existing Workforce Management solutions, including (but not limited to) Verint, Injixo, Teleopti and MS Project.

 

Available Integrations

Anywhere365 has the following integrations available, more can be added.