Skills is a comprehensive, accurate and easy-to-use addition to the IEX TotalView system that harnesses the power of today's advanced skills-based routing ACDs, and it's designed to manage single and multiple site call centres.

IEX TotalView's patented simulation and analysis capabilities are almost transparent to the user, providing a comprehensive solution for even the most sophisticated multiskill environments:

• Accurately simulate agent skills, network routing and ACD skills-based routing. Automatically create effective forecasts and schedules for multiple call types to meet goals for service level and agent occupancy.
• Calculate agent availability and multiskill efficiency to measure the impact of changes on skill assignments and call delivery.
• Easily evaluate the efficiency of skill assignments and the rules controlling call routing.
• Successfully implement enterprise wide call centre management using skills-based ACDs from different vendors and intelligent network call routing.

Managers need to know how many agents will be required for each call type throughout the day, but skills-based call routing makes this difficult to determine.

You could spend months of effort using simple forecasting and scheduling techniques testing, adjusting and re-testing agent schedules until a workable set of schedules is discovered. Stand-alone simulator programs are impractical and mathematical formulas cannot calculate the efficiencies resulting from multiskilled agents.

IEX TotalView's patented skills algorithms use a Call Routing Simulator built into the Agent Scheduling program. This lets IEX TotalView create effective agent schedules in minutes, by simulating the rules for ACD call routing and automatically adjusting schedules for the best fit.

IEX TotalView's unique features provide the most accurate and comprehensive set of management tools to harness the power of today's advanced skills-based routing ACDs.

• Call Routing Simulator - IEX TotalView's patented Skills engine creates accurate forecasts and schedules by simulating the rules for network and ACD call routing.
• Intraday Management - Easily re-forecast service level during the day using the routing for each ACD in order to make critical last minute changes to schedules. IEX TotalView's graphical user interface makes schedule changes quick and easy.
• Multisite - Automatically create forecasts by call type for each site using agent skills and call routing rules. Only IEX TotalView simulates real-world network and ACD call routing for multisite operations and delivers the accuracy that's needed.
• Multiskill - Assess the efficiency gained through skills-based routing and skill scheduling. Change call routing rules and skill assignments to improve efficiency and test their effectiveness before implementation in your network or ACD.
• Agent Requirements by Call Type - IEX TotalView does not take short cuts when calculating Agent Requirements. IEX TotalView Skills uses the rules for network and ACD call routing to calculate the number of agents needed for every call type, in every interval during the day.
• Agents Scheduled by Call Type - IEX TotalView uses the forecast and call routing rules as the input to automatically create accurate schedules and precisely calculate the number of agents scheduled for each call type, for every interval during the day.
• Partial Agents - Take full advantage of skills-based call routing by calculating the exact number of agents needed for each call type. IEX TotalView's Partial Agents and Multiskill Efficiency results in fewer agents to meet service level goals, and lower costs.
• Skills by Date Range - IEX TotalView makes it easy to create accurate forecasts and schedules that include agents in training who will have additional skills in the future. Keeps re-forecast simulations valid by knowing when agents will acquire new skills.
• Skill Levels - Matches ACD definitions for skills and skill levels to ensure accurate simulation of ACD call distribution. Only IEX TotalView accommodates agent skills and skill levels to create accurate Agent Requirements and effective work schedules.
• Position-Limited Skills - Specify that certain call types can only be handled from specific workstations and IEX TotalView automatically assigns the agents to workstations. The result is effective utilisation of limited resources throughout the day.
• Advanced ACD Features - Supports the features of skills-based routing ACDs from all major suppliers. Only IEX TotalView supports advanced ACD features, such as Least Occupied Agent, Service Level Supervisor or Reserve Agent.