AWO Performance Optimizer

The AWO Performance Optimizer tracks and reports the contact traffic and performance of your contact centers together with the capabilities to optimize performance as the day progresses. It also monitors and reports agents’ adherence to their schedules.

AWO Performance Optimizer tracks contact and agent activities, and helps you address the challenges you face in meeting your service level targets. It also helps you analyze the performance impact of various other daily activities, such as meetings, as well as overtime and volunteer time off.

• Intraday Manager provides intraday re-forecasting and re-scheduling capabilities to optimize performance. Agents are informed of changes in their schedules (e.g. break times) automatically by email and postings at their workstation.
• Performance Optimizer provides overtime and volunteer time off management to optimize performance. Agents are informed of the availability of overtime and volunteer time off automatically by email and postings at their workstation.
• AWO Dashboards and Scorecards generate reports and dashboards on agent, team, organizational unit, business unit level, contact stream, contact group, center, environment level KPIs and other information to help you drill-down to carry out root cause studies to analyze key performance trends in your contact centers.
• Agent Adherence monitor tracks agents’ adherence to their schedules and provides detailed reports to agents, for self improvement, and to their managers.
• Meeting Scheduler finds the best time to schedule meetings and other exceptions with flexible timing. They can then be scheduled in the periods when the affect on the performance is minimal.