IEX TotalView hosted solution - Performance Manager
The IEX TotalView system includes a comprehensive suite of reporting and analysis tools, with over 70 customisable tabular and graphical reports. Data can also be easily exported to third party applications like Excel for further analysis.
- Forecasting and Planning - Short term and long term forecasts, staff plans, special days and more
Scheduling - Time utilisation, weekly hours, schedule trades, schedules by day, week, agent, and supervisor and more
- Intraday - Current and projected performance to service level targets by channel and queue
- Analysis - Comparison of planned and actual performance, including adherence, queue utilisation, percent answer, agent availability and more
- Vacation - Detailed vacation information and schedules by agent or group.
- Administrative - System configuration documentation, including schedule templates, work rules and more
- Logs - Time-stamped history of user events