The success of your contact centre depends on everyone in the organisation - from agents, to supervisors, to analysts and executives - working together. An effective performance management strategy ensures individual and business goals are aligned and motivates employees towards achievement. Information is the foundation on which this strategy relies.

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

Benefits:

• Gain a clear understanding of goals versus results
• Enable fast and accurate root-cause analysis
• Quick system deployment and ease of maintenance
• Easy customisation of dashboards and reports
• Provide Meaningful Information

For information to be useful it must be provided in a way that makes it meaningful to the individual and easy to comprehend. InSight Performance Manager achieves this through the use of role-based customisation for 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 analytical processing reporting capabilities provide managers and analysts with the ability to conduct root-cause or what-if analysis 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. With InSight you go beyond simply seeing 'what' is happening in your business and discover 'why' it is occurring.

InSight Performance Manager helps everyone in your organisation do their job better by giving them easy access to information and quick feedback on performance. The TotalView InSight Performance Manager drives data-driven management practices throughout your organisation

• Agents' work smarter with a clear understanding of expectations and their actual performance.
• Supervisors do a better job by knowing which agents need help and in what areas. InSight also helps supervisors see which agents are performing well, so they can be recognised for their achievements. The InSight Performance Form captures the results of agent review sessions so that information is available for use and analysis.
• 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 in future plans.

InSight Performance Manager is an advanced feature of IEX TotalView Workforce Management, giving you a solution that gets you up and running quickly - and seeing results. With a thin-client Web interface, the InSight solution is quick to deploy and easy to maintain. Years of knowledge and expertise gained from working with contact centres all over the world have led to the creation of pre-defined dashboards, metrics and reports - and that is just the beginning. TotalView InSight lets you easily add and customise your own dashboards, reports and metrics. You can also import additional data items, into the dashboards, from another system.

For example, quality scores, first call resolution percentages, agent sales data or other information can be imported. Because it is an advanced feature of the TotalView system, InSight comes with built-in support for multi-site management, allowing 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 industry leading performance management technology. This system provides a seamless migration path for customers looking to expand the power of the InSight solution.

Performance Manager turns raw data into meaningful information, driving improvement at all levels of your organisation