ShiftTrack Agent

Agent notification tool to assist in self-managed adherence to schedule

•  Break and activity reminders
•  Alerts for Alteration to Breaks & Activities
•  Activity Tracking
•  Adherence percentage and state.
 
Traditionally, adherence to rosters has been a task that is managed by supervisors. Our experience in managing contact centres has shown that the staff themselves are in the best position to manage this facet of contact centre behaviour.

ShiftTrack Agent is a utility that each staff member has on their desktop PC to assist in adhering to their schedule. It advises the staff member when they are due to go to breaks, change duties, go to meetings etc. A pop-up screen is activated when an activity is due. At any time throughout the day, a staff member is able to view their rostered activities for today or any other day.

ShiftTrack Agent provides a user friendly, visual tool in the ‘traffic light' icon which resides in the agent's system tray at all times.