Forecaster
Forecasts are the foundation of workforce management planning. IEX TotalView creates highly accurate forecasts while reducing the amount of time you spend working on them. Patented self-adjusting algorithms produce detailed, interval-by-interval projections of contact volumes, handling times and staffing requirements a week, a month or more in advance. IEX TotalView automatically identifies and applies daily, weekly, monthly or seasonal trends, while excluding aberrant historical data, eliminating the need for manual manipulations. If you get word at the last minute of a new promotion or marketing activity, it is quick and easy to make the necessary adjustments.

Planner
Effective planning positions your organization to deliver better service, avoid unnecessary costs and operate more smoothly. The complexity of today’s contact center makes planning even more essential to success— and much harder to accomplish. The IEX TotalView system’s fully integrated planning functions help you create sound plans to achieve near-term and long-range success with ease. Assess the potential impact to your operation of changes in contact volumes, service goals, staffing levels or other parameters, then quickly determine the best way to handle expected changes by exploring the trade-offs involved with different approaches. Once you’ve charted a path, IEX TotalView helps you communicate your plan effectively with clear and concise budgetary and performance reports.

Scheduler
IEX TotalView constructs schedules around business rules you define for the way your operation needs to work. Whether you want to assign schedules based on individual agent preferences, conduct schedule bids, or even combine the two approaches, the IEX TotalView system optimizes the use of your agent resources while keeping focus on your operational goals and reflecting your agents’ personal needs. Making changes to schedules couldn’t be easier with the system’s icon-based, drag-and-drop schedule management function that lets you instantly assess the staffing impact of potential changes and evaluate alternatives. Specialized schedule management functions streamline routine tasks, like schedule trades, and can even automatically find the best time to schedule or reschedule meetings and training sessions.

Change Manager
In the contact center, even the best-laid plans are subject to change. By keeping a constant watch on the performance of your operation, IEX TotalView lets you maintain a proactive management strategy. At every interval during the day, IEX TotalView automatically updates results and forecasts, giving you advance notice of changing conditions and showing your ability to meet service targets in upcoming intervals. Whether you need to gather additional resources to help catch up with demand or reallocate underutilized agents to better uses, IEX TotalView gives you the time and information you need to make informed decisions and manage your operation’s performance, no matter what the day brings your way.

Report Manager
Successfully managing the performance of your center relies on getting critical information into the hands of those who can use it. IEX TotalView provides everyone in your organization — from agents to supervisors to workforce planners — easy access to the data they need, when they need it. Over 100 standard reports, covering the entire range of contact center performance, mean your team spends less time crunching numbers and more time looking for ways to improve. Detailed visibility into your operation lets you isolate trends and monitor performance. IEX TotalView helps you manage your organization at whatever level you want, ensuring your center consistently delivers customer-winning service.

Multisite
The IEX TotalView system’s powerful features deliver unmatched flexibility for multisite centers to determine how and where planning and management functions are handled within the enterprise. For the virtual contact center, IEX TotalView models intelligent call routing to plan staffing at each site. This detailed level of understanding enables IEX TotalView to achieve unparalleled forecasting and planning accuracy.

Administrator
IEX TotalView minimizes administration efforts while enabling specific information access and ensuring that system integrity and security are maintained. Individual access rights allow full flexibility in controlling the level of information and functionality afforded every user in the system. Rudimentary administrative tasks, such as moving agents (along with their schedules, preferences, etc.) between groups, are easily accomplished using a wide range of timesaving utilities. Comprehensive schedule auditing features provide a detailed historical record, by login ID, of access granted and modifications made. System administrator functions are fully accessible from any IEX TotalView workstation, depending on login permissions.