Call Center Software Products: Envision Workforce Management

Schedule call center agent training and more with this call center management software.

Envision Workforce Management™ is an easy-to-use call center software solution that helps managers forecast, schedule and manage their agent workforce to provide the ideal level of service to their customers.

Envision Workforce Management call center software starts with highly accurate forecasting capabilities that are based on each call center’s historical data, service levels and specific statistics. It then determines the most efficient schedules based on criteria such as traffic volumes, service level goals, cost estimates and agent information including holidays, breaks, lunches, scheduled coaching sessions, shifts, skill types, seniority and time off.

Envision Workforce Management also gives you the knowledge and insight to review, manage and plan for maximum success. With Envision Workforce Management, you can generate, distribute and review reports on actual and forecasted call volumes, service-level adherence and staffing levels. Envision Workforce Management call center software also allows for what-if analysis and state-of-the art algorithms that allow for the correct balance between agent preferences and business needs.

Key features of Envision Workforce Management include:

Real-time adherence: A real-time view of agent schedule adherence and state adherence in order to manage call center efficiency.

Flexible traffic models: Achieve the highest levels of forecasting accuracy using historical data from defined queues to create models.

Manual editing of forecasts: Easily respond to changing business conditions simply by increasing or decreasing a range by a specified percent.

Optimized scheduling: Automatically create schedules based on historical traffic volumes, service level goals, staffing forecasts, holidays, breaks, cost estimates for agents, shift patterns, skill types and agent preferences.

Multi-skill blending: Schedule call center agents to handle multiple skills in the same 15-minute time period.

Priority scheduling: Easily respond to changing traffic volumes by forecasting and scheduling for multiple levels of overflow calls to be covered by designated agents.

Clear insight into contact center activity: Access current metrics that show actual and forecasted call volumes, service-level adherence and staffing levels.

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