Workforce Management and Reporting

Key Features

• Client/ server architecture - The Manager Console is a comprehensive command and control center.
• Graphical interfaces - to make fast and accurate workforce and project decisions.
• Drill down decision support tools - with the ability to look at many different perspectives or views of call data.
• Customized data views - to provide information such as locations, agent groups, projects or individual agents.
• Service Level Alerts - set performance thresholds and provide alerts on a manager’s PC when a threshold is exceeded.
• View more information on Amcat Center Reporting: view Amcat reports.

Achievable Benefits

• Adapt to changing conditions - Allows management to adapt strategies in real-time.
• Informed decision making – The facility to allocate workforce and maximize contact productivity and CRM.
• Monitor and capture project results - View real-time results and review statistics in historical reports.
• Archive information - For contact compliance and client reporting.
• Evaluate your team - Drill down to evaluate team leaders, supervisors, agent team and individual agents.
• View reports anywhere - Web-based reporting solution allows managers to view Amcat reports in any location with Internet access.