If a manager discovers on Tuesday that Monday’s call volume forecasts were not matched to demand, adjustments can be made for the following Monday, but that doesn’t affect the number of calls that may have been lost because customers grew impatient and hung up. With real-time statistics, managers can address challenges as they arise, limit the damage and prevent small issues from evolving into major concerns.
Contact centers operate in real-time, so it’s vital to gain insight into what is happening as it actually happens. A real-time workforce management solution automatically collects and displays real-time and historical performance data at agent, group and center level. At the same time, KPI data is distributed through consolidated, web-based reporting, and alerts are delivered for situations such as calls running too long, agents becoming available and system failures that require more immediate attention.