WebStation is a powerful, fully integrated add on to the IEX TotalView workforce management system providing agents and supervisors easy, convenient access to schedule management functions and performance information using a standard Web browser. Using a 'thin-client' architecture, WebStation is easy to use and install, even across multiple sites.

IEX TotalView WebStation automates many common tasks, improving contact centre productivity and providing a rapid return on investment by:

• Streamlining time-consuming administrative tasks and reducing paperwork.
• Improving agents' performance and morale by giving them a degree of control over their own schedule.
• Giving supervisors better information to manage agent performance and schedule adherence.
• Executing scheduling changes and trades fairly reducing agent complaints and relieving supervisory headaches.

With ScheduleViewer, agents have real-time access to current, future and past schedules, eliminating the need for manual paper schedule distribution. If an agent's schedule changes, a pop-up window automatically alerts the agent to the change. All schedule changes are clearly flagged in daily, weekly, and monthly schedule views so they can be reviewed and acknowledged by the agent. ScheduleViewer also improves agent adherence with pop-up windows that remind agents of scheduled events like breaks, lunches, and training as they occur throughout the day.

Supervisors use ScheduleViewer to see their agents' schedules and to verify that agents have acknowledged schedule changes. If agents call in sick or last minute changes are made, schedules are automatically updated and agents and supervisors are notified of the changes via ScheduleViewer.

The StatsViewer module helps motivate agents by displaying their performance statistics and those of other agents in their peer group. The display can be customised to display current and historical contact-handling statistics, including total talk time, total work time, average talk time, number of contacts, average handle time, and more. An agent's individual statistics can optionally be displayed in comparison to the statistics of the peer group as a numeric or percent difference.

The Schedule Bidding function lets agents bid online for their desired schedules. Using Schedule Bidding eliminates paper sign-up sheets and the re-work of subsequent data entry. It also lets agents bid on schedules without leaving their work area that translates to more time on the phone and increased productivity.

The WebStation Schedule Trading function empowers agents to manage their own schedules by letting them trade schedules with other team members by means of an online bulletin board. Online Schedule Trading reduces paperwork and administration tasks and lets agents trade schedules from their desk. Best of all, WebStation functionality lets you control the work rules for posts and trades, ensuring adequate staffing and optimal resource utilisation for your contact centre.

The WebStation Plus Schedule Change feature allows agents to easily request changes in their schedules for vacation time, overtime work, personal time, or other activities. Requests are processed automatically using flexible work rules or manually by a supervisor based on past requests and current schedules. Agents then track the status of change requests with ScheduleViewer.

The WebStation Plus Time Off Manager feature lets agents request partial or full days off for vacation, paid time off or other personal time. Agents may view their entire vacation calendar and waitlist for specific days. Agents can also enter holiday work 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. Utilising the patented Custom Schedule Preferences feature, agents may designate which parameters are most important to them and in which order they should be prioritised.

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

Supervisors have the ability to generate historical adherence reports for their agents directly to their browser. The Reports module builds on the capabilities of the IEX TotalView Historical Adherence and WebStation software modules to easily generate and display agent adherence data online in HTML format.