Automated Forecasting – The TotalView® system accurately forecasts your future contact centre volumes and handling times over each time interval from your historical contact patterns. Data can be weighted to give emphasis to recent history or create an equal average over several weeks. The system automatically applies daily, weekly, monthly, and other seasonal trends, and excludes data that is statistically unusual, to deliver accurate forecasts.

Sophisticated, patented forecasting algorithms calculate your staffing requirements for each contact type, according to the service level targets you define. Service level targets can vary by time of day, by contact type or queue, and by site. For multi-skilled contact centres, the TotalView® system even simulates your ACD call routing rules so your staffing requirements reflect efficiency gains from your multi-skilled agents. TotalView® also simulates your network rules for accurate forecasts across multiple sites that share contacts.

Contact Centre Planning – Planning is essential to effective management and sound decision making. TotalView’s® planning functions extend your forward vision from months to years, automatically applying trends from your historical performance. You can easily identify the best weeks for training, or critical weeks when vacation time may need to be limited.

Analyze the effects of business changes using “what-if” scenarios to determine the impact on requirements and performance if service levels, growth rates, or other parameters are changed. If a new service or product line is expected to increase call handling time, the TotalView® system can help you quickly find out whether your service level will be impacted.

Agent Scheduling – Powerful work rules build a solid foundation for TotalView’s® scheduling processes. You define shift start and end times, minimum and maximum limits on consecutive days on or days off, how to schedule breaks, lunches and other activities, and the degrees of variability in a generated schedule. The TotalView® system builds schedules that maximize your efficiency and still fit your business environment, whether that environment consists of one site or many, uses standard or skill-based routing, and handles only calls or handles multiple contact channels, such as calls, email, and web chat sessions.

The TotalView® system generates schedules and assigns agents through its unique, patented agent preference scheduling approach, through schedule bidding, or through a combination of the two methods.

Schedule Manager – Assigned schedules are easily manipulated through the TotalView® system’s unique graphical schedule management screen. Intuitive icons clearly show each agent’s assigned activity throughout the day. Activities can quickly be added, deleted, or rescheduled simply by dragging and dropping their icons.

Change Manager – Take advantage of unexpected overstaffing by assigning offline work to extra agents, and react to unexpected understaffing by canceling meetings or calling in reserve agents. With the TotalView® system, you have the visibility you need to proactively manage your teams for best performance no matter what the day brings your way.

Multi Site – TotalView® provides an unmatched capability for the planning and scheduling of multiple-site call centres. It understands how calls will flow to every site, based on agent availability by skills and how calls will be delivered by the ACD at each site.

Accurate multi-site planning is not possible using only mathematical calculations or simplified simulations of call routing. Multi-site planning must utilize a realistic simulation of ACD and carrier network call routing to allocate workload accurately to each site. Otherwise, plans will not match call routing and agent availability.

Only TotalView® delivers the advanced features needed to manage distributed multi-site operations.

Historical and Real Time Adherence – The performance of a contact centre depends on how well agents follow their scheduled activities. When agents are in adherence, the contact centre’s service level goals can be met, which increases customer satisfaction, and shrinkage is decreased, which reduces staffing costs.

The TotalView® system’s real-time and historical adherence features enable supervisors to easily monitor and analyze agent activity, based on comparison between an agent’s scheduled activity and the agent’s actual activity, as determined from login and logout codes from ACDs, email servers, and other contact routing systems.

MultiSkill – Managers need to know how many agents will be required for each call type throughout the day, but skills-based call routing makes this difficult to determine. You could spend months of effort using simple forecasting and scheduling techniques — testing, adjusting and re-testing agent schedules until a workable set of schedules is discovered. Stand-alone simulator programs are impractical and mathematical formulas cannot calculate the efficiencies resulting from multi-skilled agents.

TotalView® Multi Skill is a comprehensive, accurate and easy-to-use addition to the TotalView® system that harnesses the power of today’s advanced skills-based routing ACDs — and it’s designed to manage single and multiple site call centres.

MultiMedia – TotalView® Multimedia planning and scheduling simplifies the chore of managing multiple customer contact channels, enabling your operation to provide consistent service and optimize resource use across channels. Part of the powerful, proven TotalView® Workforce Management solution for contact centre management, TotalView® Multimedia positions your organization for success through effective management of multiple customer contact channels.

Customers’ expectations for acceptable service change depending upon the way they choose to contact your operation. The same customers who expect to have their calls answered within 20 seconds may be willing to wait 24 hours for an email reply. TotalView® Multimedia gives you the flexibility to specify service level goals for each type of customer contact.

Accurate determination of your multimedia staffing needs requires forecasts that mirror the real-world conditions of your centre. For contacts that need to be handled quickly, such as telephone calls, IEX patented simulation technology and BErlang-C™ algorithms provide extremely precise interval-by-interval forecasts.

Vacation and Holiday Planner - Managing time off requests quickly and fairly can be a huge administrative task for contact centres. The optional TotalView® Vacation and Holiday Planner feature streamlines the entire time-off management assignment process, from selection to approval, saving management time, ensuring objective, rules-based approvals, and improving agent morale through increased control of their scheduled time off.

The Vacation & Holiday Planner reduces the amount of time spent administrating schedules, verifying the agent’s available time off, and ensuring that the contact centre will be adequately staffed if the time off is approved. The feature also enables management to offer agents the ability to request time off through an online system, and enables automated approval of agent requests.
TotalView® Vacation and Holiday Planner manages multiple types of time off — vacations or holidays, sick time, personal time, or others — each with unique accrual rates and limits. Time off rules determine how many agents can take time off on a given day, whether partial-day time off is allowed, and date ranges for which time off can be requested.

Agents or supervisors can access the Vacation Bidding screen on designated workstations, using the intuitive, colour-coded calendar and easy-to-use screens to assist them in making or modifying selections. The screen displays an up-to-date summary of their earned, taken, selected, and remaining time off. The colour-coded calendar clearly shows which days can be selected, and how much time off is available to the agent.

The TotalView® system automatically applies granted vacation time when creating schedules. By integrating vacation data into the schedule, the contact centre does not compromise service levels or risk being understaffed.

Webstation - WebStation is a powerful, fully integrated add-on to the TotalView® Workforce Management system providing agents and supervisors easy, convenient access to schedule management functions and performance information using a standard Web browser.

With Webstation, agents have real-time access to current, future and past schedules, eliminating the need for manual paper schedule distribution. If an agent’s schedule changes, a pop-up window automatically alerts the agent to the change. All schedule changes are clearly flagged in daily, weekly, and monthly schedule views so they can be reviewed and acknowledged by the agent. Webstation also improves agent adherence with pop-up windows that remind agents of scheduled events like breaks, lunches, and training as they occur throughout the day. Supervisors use Webstation to see their agents' schedules and to verify that agents have acknowledged schedule changes.

WebStation allows agents to easily bid for schedules and vacations as well as request changes in their schedules for vacation time, overtime work, personal time, or other activities. Requests are processed automatically using flexible work rules or manually by a supervisor based on past requests and current schedules. Agents then track the status of change requests with Webstation.