Real Time Adherance

[jon.p]

Hi,

We are a mid sized call centre based in 2 locations. We currently use EIC Enterprize Call Router & have TotalView. We are having dificulty with Agents adherance to schedule.
TotalView does have the facility to display the adherance Real Time BUT due to set up etc we are finding the time lag on reporting on adherance is creating issues.

Does anyone have any other methods of reporting on Real Time Adherance OR Can anyone recommend any other packages that may be suitable ??

[mdbabb]

We are also using Totalview RTA and are not experiencing a time lag. We use this application over 2 centers (virtually routing between the two) with 200 seats each. Depending on your complexity

We have generally found this to be an excellent tool and utilize spreadsheets to track out of adherance reasons (e.g, agent on long call so went to break late, etc.)

Are you using 15 minute or 30 minute intervals for reporting and is your ACD real-time feed working properly?

We are currently using 15 minute intervals in order to accurately track 15 minute breaks, etc.