Real Time Exception Tracking

[felix]

I was wondering if someone could help me with this issue.
Right now, the call center that I work for is looking for a solution that would enable us to keep track on real time of agent exceptions. Now this is currently a 500 seat call center.
We use Avaya systems and also IEX for workforce management, but we are not using either to track exceptions on real time.

Has anyone had any experience with tools of this kind? Your input would truly be appreciated.

Thanks!

[sandjtn]

IEX has a Real Time Adherence feature that can do this, you should contact them about this.

[felix]

We already solved this issue. IEX does have a module that enables Real Time Adherence Tracking, however it costs around $50000 dlls.
We developed an in house application that allows us to keep track of real time adherence through IEX and Avaya CMS.


Thanks for the info anyway!

[TPodlesak]

Sorry to be so new at this, but what is IEX? If you developed your own reporting system, can we get a copy. I need all the information I can get. I have a 20 person call center with no way of know if a customer is in que, how long they are on hold. What my average talk time is, etc.. Needless to say, I need all the help you can offer.

[felix]

IEX is a schedule and forecast workforce management software available on the market. You can find more information on the product at: www.iex.com
I really have no idea how you are handling your queue, if you have an ACD, PBX, etc. We use Avaya's ACD system, and for all metrics we use Avaya's CentreVu supervisor, but we are right now an 800 seat call center and in expansion. Since our ACD has the capability of creating databases, we pull information from IEX and our ACD system and we created in house a RTA web application that enable us to keep track of adherence to schedule on real time.
From what I'm hearing seems to me that first you might want to take a look at other options which might enable you to get all sorts of information regarding your call queuing system (ACD or PBX) and other additional information regarding agents.

You might want to take a look at solutions from blue pumpkin, IEX or Aspect, since they might be able to provide you with additional tools to handle your call center.
Also you might want to know what kind of technology you have to handle the call flow that you are receiving, so you can then have an idea of how your systems might adjust to the tools available on the market.

Best regards.

[hmuttagi]

If you are still looking out for a solution to track in real time form your CMS and IEX reports let me know. We specialize in this field.
mail at hmuttagi@inovasolutions.com

[felix]

Actually we developed internally an application which enable us to do so, accordng to our needs.
It gathers real time information from our PBX and compares it against (real time) info from our IEX scheduling and forecasting system.
We had real time agent information with Avaya CMS, but this tool enables us to compare it against the schedules without having to look at any other screen. You can get a prettey great overview of how we are doing according to plan.

It works great!

Thanks.