Teleopti CCC features

Customisable Configuration:
Support your complex and dynamic business

Manage your individual employment types, skills, contracts, work rules and policies and keep track of how they change over time. Teleopti supports any configuration, allowing you to select the approach that works best for your business. The intuitive user interface makes it easy to modify the configuration as your business requires.

Features include:

• Chronological employee information
• Easily create thousands of work shifts including any activity and review compliance to your policies before scheduling
• What if scenario analysis for both forecasting and scheduling
• Automatic collection of queue data through robust integrations with Customer Flow Management - solutions
• Extensive integration capabilities to 3rd party products with SDK
• Manage agents across multiple time zones and sites
• Available in any language, date and time format

Accurate Forecasting:
Know what to expect and avoid surprises

Multi-skill, multi-site and multimedia forecasting tools for the long and short term, including trend and seasonal analysis functionality. The addition of easy-to-use wizards makes forecasting simple and user friendly. Download your free copy and try Teleopti CCC Forecasts here.

Features include:

• Step-by-step forecasting wizard
• User-configurable charts for full control over end result
• Long-term forecasting with seasonality and trend calculations
• Intraday forecasting
• Budgeting tools 

Optimised Scheduling:
Cut costs by using resources to their full potential

Powerful tools for scheduling optimisation that bring together business needs, agent preferences and scheduling rules to produce the best schedules possible for your organisation.

Features include:

• Easy to use: from full automation to simple cut-and-paste editing
• Automatic schedule optimisation for any time period: calendar months, weeks, days
• Multi-site scheduling
• Mix and match of scheduling periods, systems and rules for full control over end result
• Schedule Optimisation for all types of activities
• Block, rotating, team-based, manual or individually optimised scheduling
• Advanced methods wrapped in a user-friendly interface
• User-configurable charts for quick analysis of results

Reporting and Business Intelligence:
Analyse performance in order to improve your business

Extensive reporting package, including schedule adherence with drill-down capabilities, graphs and exportation to Excel. Advanced reporting capabilities include rapid access to Key Performance Indicators (KPIs) and agent scorecards for various KPIs, such as absenteeism, adherence, productivity and others.

Features include:

• Easy-to-use reports combining charts with detailed numbers
• Build your own reports by simple drag and drop
• Slice and dice and drill down into the data
• Agent self-assessment reports, including adherence
• Team leader reports, including adherence
• Management dashboards
• Access important KPIs from a smartphone

Intraday Management:
Put invaluable real-time data at your team leaders’ fingertips

Up-to-date intraday reporting and drag-and-drop, real-time schedule editing, in a single user interface. Real Time Adherence arms supervisors with vital information at their fingertips just when they need it the most. It closely monitors agent adherence to schedules in real time, and employs alarms when non-compliance occurs. Since this capability is integrated right into the Intraday module, authorised users can effortlessly adjust schedules with drag-and-drop capability, based on real-time agent status – all through a single interface.

Features include:

• Customisable early warning charts to monitor KPIs
• Real Time Adherence with fully customisable alarms
• Identify a problem and correct itin a single interface
• Access intraday KPIs from a smartphone

Employee Empowerment and Communication:
Lifestyle scheduling for work-life balance

Agent portal for schedule distribution, which includes industry-leading agent empowerment tools for work-time preferences and agent self-assessment KPIs (many of these features are industry-firsts and only available from Teleopti).

Features include:

• View schedules 
• Request changes to schedules
• Real-time alerts of activity changes to improve adherence to schedule
• Messenger interface for real-time communication  between team leaders and agents
• Automatic approval/denial of time-off requests based on customisable rules
• Shift trading, managed automatically by the system in real time
• Self-assessment reports
• Individual agent work-time preferences with a fairness and rating system