Attendance Tracking

Agent performance is critical to the success of contact centers. Supervisors need to have the right set of tools for attendance tracking, performance measurement, and reporting, in order to drive business success. To monitor and measure key contact center statistics, get Five9.

Five9 helps you leverage the power of its Virtual Contact Center, to run staffing tasks in the cloud environment. Our Workforce Management tool is designed to help contact center administrators manage agent requests, schedule changes, time-off, vacations, etc. Using simple drag-and-drop scheduling options, administrators can track attendance, view the availability of individual agents, schedule meetings, broadcast changes in schedule, etc.

Key features of our Workforce Management solution

• Forecasting-To predict future call volumes and agent staff level requirements
• Scheduling-To create agent schedules based on call volume and forecasted headcount
• Adherence- To measure and monitor agent schedules in real time (using attendance tracking and their leave details)

Five9's Workforce Management software uses NICE Systems - the providers of intent-based solutions. We capture and analyze agent interactions, to improve business performance and operational efficiency. To learn more about our services, call us today at 1-800-553-1859 or click on "Get Info."