Monet’s cloud workforce management for contact centers incorporates forecasting, scheduling and other functions into a coordinated effort to optimize your workforce resources. Service and contact center efficiency is enhanced when the right numbers of agents (with the necessary skills) are taking care of your customers every hour, every day.
Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from ACD.Learn More >
Our advanced scheduling engine incorporates all call types and activities to generate staffing schedules that optimize factors, including agent availability, work rules, skills, holidays, breaks, service levels, and center budgets.Learn More >
Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.Learn More >
The integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.Learn More >
Manage your plan by tracking the call center operation in real time, compare it to your original forecast, and easily modify agent requirements and adjust staffing as needed.Learn More >
Easily report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs, and revenue.Learn More >
Allows Agents and Supervisors to communicate schedule changes, quickly and easily. Agents can view their schedules, check their adherence, conduct shift swaps, and request time-off all in one place.
Supervisors can process agents’ schedule changes and time-off requests, automated time-off management and schedule alerting to help keep your agents in adherence.
Benefits for the Contact Center
Optimize the Utilization of Your Resources