Zoom Workforce Management provides adherence metrics to provide a quick view of agents who are out of adherence in increments of < 1 minute, 1-5 minutes, and > 5 minutes. Whether you need to rewind several weeks or months or see real-time adherence, you’ll always know how agents are performing and can identify quick wins to help them improve.
This was recently true for the plan management services provider, My Plan Manager, who underwent a Beta testing of our WFM solution and uncovered new efficiencies around the real-time adherence capabilities and its ease-of-use.
The Zoom WFM real-time adherence tool is clean and incredibly powerful. It used to take us hours to cross reference agent status codes against their adherence, but now it’s visible for us in seconds with the filtering capability. We’re no longer flying blind! The addition of the summary adherence data showcasing all of our agents and also the individual agents’ daily adherence result eliminates the need for extra reports, or navigating to extra locations. Having used other adherence tools in the past, the ease of use within this tool enhances the user experience. Whether you’re a real-time analyst, team supervisor, or a manager, it assists with making fast and impactful decisions.
Rick Files, workforce optimization analyst, My Plan Manager