Workforce Management (WFM) is a critical component for success in many contact centers. Through accurate volume forecasts, our customers can produce agent schedules that maximize service levels and the likelihood that the best agent can answer each inbound call. The outcomes are increased service levels, reduced staff hours including overtime, a decrease in abandons, lower costs, and happier callers.
VoxNet has integrated with our customer’s preferred WFM solutions and currently support Monet, IEX/NICE, Invision. Each of these integrations is based upon a flexible “WFM bridge” within VoxNet’s platform that provides the standard data feeds required for these solutions: 1) an interval based historical file that provides all the queue/agent metrics related to the prior time period (typically 15-30 minutes); and 2) a real-time direct feed that provides each agent’s ACD state, Available, Unavailable (including Unavailable Reason), Wrap Up, and the agent’s Call state (on/off call and the call status such as ringing, on hold, etc.)
VoxNet’s WFM bridge can be attached to other WFM vendor’s solutions, so if you preferred WFM application isn’t currently supported, our team can easily make that connection for you.