Advanced Features Overview

MULTISKILL
The TotalView Multiskill feature makes the most of multiskilled and cross-trained agents. It accurately simulates agent skills and contact arrivals, providing total visibility into staffing requirements while producing the most effective schedules possible.

Patented Multiskill Scheduling
Skills-based routing makes it difficult to determine how many agents, with which skills, will be needed for each contact type throughout the day -- especially when using cross-trained agents. Stand-alone simulation programs are impractical, and mathematical formulas don't accurately account for multiskill efficiencies.

The system's patented Multiskill algorithms use a contact routing simulator that is built into the agent-scheduling program. This enables TotalView to create effective schedules in minutes by simulating ACD and network-level routing rules, then automatically adjusting schedules for the best fit. The simulator also evaluates how changes in contact arrival patterns, agent skills or routing rules will affect staffing needs.

TotalView also has a skill block scheduling capability for scheduling off-phone or specific contact work over set blocks of time.

Better Planning for Better Results
The Multiskill feature automatically creates effective forecasts and schedules for multiple contact types to meet service level and agent occupancy goals. It gives you in-depth visibility into individual coverage require­ments for each contact type, allowing you to meet precise staffing needs, improve customer service and lower costs.

Multiskill supports skill proficiency levels, position limited skills and advanced ACD features such as Least Occupied Agent, Service Level Supervisor and Reserve Agent. It also allows you to explore what-if scenarios to determine how training for additional skills will affect staffing needs.

Planning and Scheduling for Multisite Operations
Multiskill provides unmatched planning and scheduling capabilities for multisite contact centers. The Multiskill feature understands how contacts will flow to every site and how they will be delivered once they reach each location. This detailed planning level requires a realistic simulation of ACD and network level routing to allocate workload accurately to each site. Otherwise, plans will not match your actual routing results and agent availabil­ities. The system also provides the ability to allocate work based on each individual site's handling capacity.

MULTIMEDIA
The patented TotalView Multimedia feature simplifies multichannel contact management, enabling your opera­tion to provide consistent service while optimizing resources.

Flexible Service Levels
The Multimedia feature lets you specify service level goals for each type of customer contact. You can even set multiple goals within the same contact channel, specifying a 4-hour response goal for service e-mails while allowing up to 24 hours to reply to general e-mails.

Channel-Appropriate Algorithms
Accurately determining multimedia staffing needs requires calculations that mirror real-world conditions. For contacts that need to be handled quickly, such as telephone calls, patented IEX simulation technology and BErlang-C™ algorithms provide precise interval-by­interval results. For contacts with a longer response window, such as e-mail, a workload calculation provides the best answer. With contacts that can be deferred, a new level of planning is needed. In addition to forecast­ing when the e-mails will arrive, the system also plans the best time to handle them within the service level window. TotalView Multimedia uses the methodology appropriate for each customer contact channel, provid­ing the accuracy needed to effectively schedule resources.

Multimedia Service Delivery
The Multimedia feature gives your operation a single integrated platform for managing service delivery across all channels. After creating forecasts of the contact arrivals and when they should be handled, TotalView creates schedules designed to ensure you have the right people covering the right contact channel at the right time. But it doesn't stop there. As the day unfolds, TotalView Change Manager automatically keeps you up to date on the interval-by-interval performance of your entire operation. At a glance, you can see forecasted versus actual results, giving you an early warning if conditions change unexpectedly.

Active Backlog Management
If not managed effectively, non-abandoning customer contacts like e-mail can rapidly build up huge backlogs, threatening service levels and creating resource allocation problems. TotalView Multimedia prevents these problems from occurring by actively managing the volume of backlogged contacts. Backlogs are automatically recalculated throughout the day as new contacts arrive to determine if a problem is developing that needs your attention.

Integrate With Multiskill Scheduling
The Multimedia feature integrates seamlessly with the Multiskill feature. This provides unsurpassed planning and service management in contact centers where agents cover multiple contact channels, handle more than one skill type within a channel or a mixture of both.

With the Multimedia feature you get complete flexibil­ity in determining how multimedia agents are scheduled. Whether your center handles multimedia contacts using separate groups, continuously routes them using 'universal queue' technology or schedules them to be worked in specific time blocks,TotalView manages it all.

WEBSTATION™
WebStation™ gives agents and supervisors online access for viewing schedules, monitoring performance and automating many common contact center tasks

• Streamline time-consuming administrative tasks
• while reducing paperwork
• Improve agent performance and morale
• Allow management to process schedule changes and trades fairly

The TotalView WebStation solution lets agents and supervisors access work schedules and performance information via a Web browser. Automating many common tasks, WebStation improves your center's productivity while promoting agent empowerment. Using thin-client architecture and connecting to the TotalView server over existing TCP/IP networks, WebStation is easy to use and install -- even across multiple sites.

ScheduleViewer
The WebStation ScheduleViewer feature enables agents to see daily,weekly or monthly schedules along with any changes. In fact, agents are automatically prompted to view and acknowledge schedule changes. Supervisors use the ScheduleViewer feature to see their agents' schedules and to verify that the agents have acknowledged changes. If an agent calls in sick and schedules are updated, supervisors can be automatically notified and can view the changes.

StatsViewer
The WebStation StatsViewer feature is a built-in performance management tool. It displays each agent's current and historic performance statistics, and option­ally those of their peer group.

Activity Tracker
The WebStation Activity Tracker lets supervisors see all WebStation activity at a glance. Activity Tracker monitors when agents have logged in and out, whether or not they have received a schedule change notification and whether or not they have acknowledged the change.

Reporting
The Supervisor WebStation module lets supervisors see how well agents adhere to their schedules by generating adherence and time utilization reports directly to the browser. Sharing this information with agents in coaching sessions improves their schedule adherence and the team's overall efficiency.

WebStation Plus
WebStation Plus adds to the WebStation features by providing advanced workflow automation features to streamline schedule changes, schedule bids and trades.

Schedule Changes
The WebStation Plus Schedule Change feature allows agents to easily request changes for vacation time, over­time work, personal time or other activities.

Schedule Trades
The WebStation Plus Schedule Trade feature empowers agents to manage their own schedules by letting them perform trades with other agents by means of a virtual "trade board" or directly with other agents. Agent trade requests can be processed automatically or manually approved by a supervisor. Configurable work rules account for agent skill capabilities, total work hours and many other requirements before granting trade approvals.

Schedule Bids
The WebStation Plus Schedule Bid feature lets agents bid on desired schedules without leaving their work­stations. For example, onsite agents can use the bidding feature to select overtime and home-based agents can use it to bid on multiple segments to create schedules tailored to their availability.

Time Off Manager
WebStation Plus Time Off Manager lets agents request partial or full days for vacation, paid time off or other personal time. Agents may view their entire vacation calendar and waitlist for specific days that are unavail­able. Agents can also enter holiday work preferences.

Agent Preferences
The WebStation Plus Agent Preferences feature enables agents to easily update their work schedule preferences. The range of preferences includes: days off, start times, lunch times, weekend schedules and number of scheduled hours. Using the patented Custom Schedule Preferences feature, agents may designate which param­eters are most important to them and the order in which they should be prioritized.

ADHERENCE SUITE
Adherence Suite allows managers to monitor and track schedule adherence in real time, as well as view historical reporting

• Identify and correct problems in real time
• Document agent behavior for trend analysis, performance incentives or counseling
• Hold agents accountable for their performance

The TotalView Adherence Suite provides real-time and historical adherence features that enable supervisors to monitor and analyze agent activity. The result is better planning, improved agent performance, lower costs and happier customers.

Real-Time Adherence
Real-Time Adherence provides up-to-the-minute agent state information by comparing agents' current versus scheduled activity using real-time data streams from ACDs and media routers. Supervisors are able to ensure agents follow their set schedules so that staffing levels and customer service levels are not compromised. The Real-Time Adherence display gives supervisors an at-a-glance view of agent performance. It combines agent adherence information with schedules, adherence to work-state time limits and an overall summary of each state into an intuitive screen. By monitoring agent schedule and state adherence, managers can quickly identify those who need help or coaching while detecting agents who might be manipulating availability to avoid receiving new contacts.

The Real-Time Adherence display also reveals agents who are late or fail to appear for their scheduled shifts, providing early indications of potential staffing problems.

The Real-Time Adherence display includes powerful features to monitor and manage agents from a single screen:

• Each agent's supervisor is identified so adherence specialists can quickly make contact as needed.
• User-defined colors and adherence thresholds allow supervisors to set their own adherence tolerances and display preferences.
• Agents are automatically sorted by multiple userdefined criteria, including time out of adherence, state, scheduled activity, agent name, and others, so the most critical adherence issues are displayed first.

Historical Adherence
The TotalView Historical Adherence feature provides comprehensive agent adherence reports for past days, comparing scheduled to actual activity as reported by ACDs and other contact routing systems. With Historical Adherence, supervisors and managers can quickly view and document how well individual agents and agent groups followed their schedules.

VACATION AND HOLIDAY PLANNER
Vacation and Holiday Planner allows managers to automate vacation and holiday planning while providing agents with an online bidding capability

• Automate time-consuming time off management processes
• Promote fairness in the workplace
• Improve employee morale

The TotalView Vacation and Holiday Planner streamlines the entire time off management process, allowing you to quickly and fairly respond to time off requests. It saves management time, ensuring objective, rules-based approvals, while improving agent morale by giving them more control over scheduled time off.

Flexible Time Off Categories
With this feature, you can apply unique accrual rates and limits to vacation or holidays, sick time, personal time or other time off. The system rules you establish determine how many agents can be out on a given day, whether partial-day time off is allowed, and whether or not the date ranges can be requested. Time off rules can be unique for different groups of agents within the contact center. You get the flexibility to group agents by skill type, shift, site or whatever you choose for managing time off.

The TotalView InSight Performance Manager provides a single, comprehensive solution for tracking, reporting and managing performance throughout all levels of your contact center operation.

InSight ensures everyone in your center clearly comprehends how their current performance compares to expectations, while helping management understand the factors driving operational results to better establish and align goals.

Time Off Requests
Agents can access the vacation bidding screen on desig­nated workstations located in common areas through­out the center or via WebStation Plus on their desktop browser, using the color-coded calendar and intuitive screens to help them make or modify selections. The screen displays an up-to-date summary of their earned, taken, selected and remaining time off. The color-coded calendar clearly shows which days can be selected, and how much time off is available.

In addition to managing ongoing time off requests, the Vacation and Holiday Planner gives agents and supervi­sors the power to access performance statistics and periodically bid for time off based on seniority, rank or first-come, first-serve priority.

The system can be configured to use a series of bidding rounds, permitting agents to bid for a specified maximum amount of time off in each round. If the requested time is not available, agents can place them­selves on a waiting list for that specific time slot. The bidding and wait list screens can be accessed directly by agents or managed by a supervisor.

INSIGHT™ PERFORMANCE MANAGER
InSight™ Performance Manager drives data-driven management practices throughout your organization

• Gain a clear understanding of goals versus results
• Enable fast and accurate root-cause analysis
• Enjoy quick system deployment and ease of maintenance
• Easily customize dashboards and reports

The TotalView InSight Performance Manager provides a single, comprehensive solution for tracking, reporting and managing performance throughout all levels of your contact center operation.

InSight ensures everyone in your center clearly compre­hends how their current performance compares to expectations, while helping management understand the factors driving operational results to better establish and align goals.

Provide Meaningful Information
For information to be useful, it must be provided in a way that makes it useful. InSight achieves this with rolebased customization of dashboards and reports. By using a mixture of graphs, tables and icons, information on performance results and trends is conveyed quickly and accurately. Multiple performance metrics are easily combined for use on balanced scorecards or bonus incentive displays.

Comprehensive online reporting capabilities allow managers and analysts to conduct root-cause and whatif analyses with ease. Pre-configured filters provide a way to quickly focus on specific groups of employees, such as new hires or part-timers, or exclude certain groups or times from the analysis. InSight takes you beyond simply seeing 'what' is happening in your business to discover 'why' it is occurring.

Motivate Positive Performance
InSight helps everyone in your organization do their job better with easy access to information and quick feedback on performance:

• Agents work smarter with a clear understanding of expectations versus actual performance.
• Supervisors do a better job by knowing which agents need help and in what areas. They can also see which agents are performing well, so they can be recognized for their achievements.
• Analysts, managers and executives benefit from being able to keep track of overall performance across a broad spectrum of key performance goals and metrics. They can quickly drill down into the causes of problems when they are discovered and develop action plans to address the underlying issues.
• Workforce planning staff gain benefits from having easy access to historical forecasting and scheduling results. They can understand in detail where discrepancies may have arisen, diagnose trends and make adjustments to future plans.

Get Results Fast
InSight is an advanced feature of TotalView, which gives you a solution that gets you up and running quickly. With a Web interface,InSight is quick to deploy and easy to maintain.

Years of knowledge and expertise gained from working with centers all over the world have led to the creation of pre-defined dashboards, metrics and reports. InSight lets you easily add and customize your own dashboards, reports and metrics. You can also import additional data items into the dashboards from other systems. For example, quality scores, first call resolution percentages, agent sales data or other information can be imported.

Because InSight is an advanced feature of the TotalView system, it comes with built-in support for multisite management. This allows you to view information and perform analysis at any level -- from your entire opera­tion to individual sites, contact types and queues.

The TotalView InSight feature is built on Performix tech­nology from our parent company, NICE Systems. As a result, we offer a seamless migration path for customers looking to expand the power of InSight to that of the full Performix suite. The Performix suite delivers enhanced notifications, tasks, forms and dashboards. Additional solutions to help you manage and measure employee recruiting, development and evaluation efforts are also available.

OUTSOURCE MANAGER
Outsource Manager provides visibility into outsourced operations, allowing your business to realize the cost benefits, while maintaining a sufficient level of oversight

• Improve coordination between in-house and outsourced operations
• React quickly and effectively to changing conditions
• Reduce costs associated with tracking and managing outsourcer performance

TotalView Outsource Manager addresses the challenges associated with information exchange and resource management between in-house and external contact center operations.

Built on the Industry's Premier Multisite Management System Outsource Manager extends the proven multisite management capabilities of TotalView to accommodate outsourced contact center operations. Powerful plan­ning and daily management features make it easy to coordinate resources and oversee performance. Built-in flexibility provides the ability to handle a wide variety of internal and external infrastructure configurations, including multiple ACD and network-level routing systems.

Automate Information Exchange
Streamlining the process of sharing information between in-house and outsourced operations provides several benefits. It significantly reduces the manual effort associated with collecting, consolidating and distributing data. It also greatly increases the speed of information flow, which allows both operations to make informed decisions faster and more effectively.

IEX SmartSync™ technology automates the process of data exchange between TotalView and external systems. Information on forecasts and required staffing levels, scheduled number of agents and intraday performance is periodically exchanged by the Outsource Manager feature.

Improve Outsourcing Results
Tracking outsourcer performance is typically a costly and time-consuming effort. Outsource Manager significantly reduces that effort, giving you more time to focus on ways to improve results. A comprehensive view of in-house, outsourced and combined resources and performance lets you conduct what-if analyses to evaluate benefits of potential changes in work allocation or contact routing strategies.

Benefits for Outsource Suppliers
The TotalView system offers benefits to outsource suppliers as well as their clients. Using TotalView within their own operation allows outsourcers to offer clients an easy way to exchange planning and performance information. This enables the supplier to improve resource management by understanding when an individual client's peak staffing needs will occur and when those resources may be reallocated to another client. Expenses associated with compiling and producing comprehensive performance information for clients are reduced, making it easier to prove the value of outsourcing services and provide supporting documentation for invoices.

SMARTSYNC™ SUITE
SmartSync™ Suite enables seamless data exchange with other contact center and enterprise applications

• Enable best-in-class contact center operations without integration challenges
• Simplify integration and maintenance
• Eliminate redundant data entry and streamline processes

TotalView holds a wealth of valuable information in its database -- information that is crucial for the operation and useful for many other applications within the center and the enterprise.

SmartSync Suite offers advanced, trouble-free integra­tions between TotalView and other systems, including: quality monitoring, eLearning, human resources, employee resource management, performance manage­ment, agent scorecards, payroll, time keeping, custom applications, ACDs, e-mail, other contact routers and IVR employee access. It streamlines the way your business runs by enabling systems to communicate with each other, eliminating paper-based processes and redundant data entry. This open, easy-to-implement system supports the rapidly changing technology environment of today's contact center, making it easier and less expensive to integrate with other systems.

SmartSync Central and SmartSync Exchange
SmartSync Suite encompasses two powerful solutions, SmartSync Central, which is included as part of TotalView Central,and SmartSync Exchange. SmartSync Central provides standardized interfaces to over 40 ACDs and other contact routing systems to collect historical and real-time information on queues and agents. SmartSync Exchange extends the benefits of SmartSync Central to other contact center applications and systems. It provides full data synchronization between systems while simplifying the process of consolidating information within the center and elimi­nates the time spent entering redundant information into multiple systems.

Advanced, Trouble-Free Integrations
Other workforce management systems use simple data­base access technologies to share data, so when these systems are upgraded, the interfaces often no longer work due to changes in the underlying database struc­tures. SmartSync Exchange isolates the TotalView system's internal database structures from external solutions, resulting in simpler, lower maintenance integrations with less downtime.

Select Best-in-Class Solutions
SmartSync Exchange allows you to select best-in-class solutions across the various contact center technolo­gies,without worrying about integration challenges. This prevents you from being locked into solutions from a single provider.

Eliminate Redundant Data-Entry Tasks
SmartSync Exchange saves you significant time and money by eliminating redundant data-entry tasks. In most contact centers, agent information has to be entered into multiple systems: ACD, workforce management, payroll, human resources and others. Keeping these systems up-to-date requires a lot of work. SmartSync Exchange allows TotalView to auto­matically synchronize agent information with these other systems.

Flexible Data Export Options
Exporting calculated information, such as schedule adherence for agent scorecards, summarized schedule time for payroll and forecasted staffing levels for performance analysis, is also provided by SmartSync Exchange. The ability to export calculated data greatly simplifies the work needed to supply information to other systems.

Automated Schedule Changes via IVR
Many contact centers allow agents to call in late or sick using IVR systems. SmartSync Exchange simplifies the resulting schedule change process by collecting informa­tion from the IVR system and automatically updating agents' schedules. Schedule change notifications can then be automatically forwarded to supervisors, and the workforce planning team alerted to prevent any critical impacts on staffing or service levels.

Professional Services Ensure Success
The IEX Professional Services group will quickly set up your SmartSync Exchange data synchronization. Additional services can be provided by IEX to help you extract information from other systems for importing into TotalView.

Additional Features
The TotalView Vacation and Holiday Planner offers these additional capabilities:

• Supports partial-day, full-day and week vacations.
• Allows weekends prior to and following the selected vacation week to be forced off.
• Permits holidays to be set up individually or in groups for fair rotations.
• Enables fair, automatic holiday assignment rotations by taking previous holiday work history into account.
• Provides a view of vacation data in hours or FTE days.
• Maintains vacation time carry-over.