Features

All the features you’ll need to optimise your workforce.

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Workforce Management

Start improving your service levels and reducing staffing costs by closely matching staffing levels to workload with accurate forecasts, intelligent real time monitoring and reporting.

Increase your quality and speed of service, the efficiency of your staffing schedules and lower operating costs by reducing wage expenses. Agyle Time uses a number of self adjusting algorithms to continuously increase the accuracy of its forecasts. The intraday management dashboard allows real time monitoring of your workforce, schedule adherence and workload.

Constantly track the accuracy of your forecast in real time and quickly identify any deviations and emerging trends and make immediate adjustments. Agyle Time provides instant alerts for deviations to schedule adherence allowing you to make corrections and stay on target.

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Forecasting

Agyle Time accepts data in real time and uses a number of self-adjusting algorithms to continuously increase the accuracy of its forecasts.

Agyle Time can accurately forecast for future volume of any type of work. Calls, emails, tickets or customers waiting in a line.

The API allows for any type of workstream data to be fed into the system in real time, such as web chat or SMS.

Agyle Time allows you to take control of your recruiting cycle and forecast employee or skill shortages well in advance.

Forecasts can be viewed, analysed and put to work from the macro scale to the individual workstream sub-tasks.

The system allows you to analyse forecasts for company wide data and KPI achievement down to individual teams and agents.

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Scheduling and Schedule Optimisation

When scheduling, Agyle Time will take into account any number of KPIs, business requirements, grade of service agreements and goals to create the most efficient schedule for your needs.

Agyle Time can automatically create smart and efficient schedules that can simply be approved and released or you can dynamically edit schedules and see the results instantly in the schedule optimiser. Agyle Time will alert you of any schedule shortcomings that have the potential to affect business performance and goal achievement.

Agyle Time uses queuing theory, algorithms, and business rules to create the most efficient schedules to achieve business objectives and reduce staffing costs. Staffing is one of the largest expenses for any business. Through accurate forecasting and scheduling, you can greatly reduce staffing costs.

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Rostering

Agyle Time gives managers, team leaders and staff the ability to view their rosters anywhere at any time.

Agyle Time rosters can be accessed on employees mobile devices, tablets and computers, no matter what they use.

Managers and team leaders can manage staff availabilities and leave requests within Agyle Time and the system will provide intelligent suggestions and alerts when staff availabilities or leave requests could cause potential shortages.

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Timesheets and Employee Time Tracking

Agyle Time allows you to manage employee timesheets and export to payroll systems.

Real time tracking allows you to automatically complete and submit timesheets or easily compare staff submitted timesheets to actual hours worked. Sending timesheets to payroll systems can significantly reduce data entry and administration time spent on payroll. Agyle Time will send alerts for staff no-shows allowing you to quickly react and ensure business performance is not affected. If Agyle Time isn’t already integrated with your payroll system our API makes it easy!

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Real Time Intra-day Management

The intraday management dashboard allows real time monitoring of your workforce.

Agyle Time lets you monitor employee schedule adherence in real time to ensure you always have scheduled number of staff available and will provide alerts when adherence falls below the acceptable threshold, so you can take corrective action. Agyle Time allows you to view your workforce in real time from the macro company level down to individual agents, continually providing accurate real time data helping you make the right decisions.

Agyle Time will track actual workload in real time compared to the forecast and provide early warnings and automated schedule adjustment suggestions if the volume is abnormally low or high, ensuring you meet targets and maintain an efficient roster.

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Mobile & Tablet for Agents & Managers

Agyle Time gives managers, team leaders and staff the ability to view information anywhere at any time.

Agyle Time rosters can be accessed on employee mobile devices or tablets and computers, no matter what they use.

Agyle Time is tablet-optimised so managers & team leaders can view real time stats, freeing them up to effectively monitor and manage performance whilst on the move.

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Reporting

Agyle Time includes a suite of standard reports covering most needs of your contact centre. Reports feature drill-down functionality and can be exported to Excel.

Standard reports cover Punctuality, Shift Start Compliance, Workstreams, Tasks, Adherence, Occupancy, Volume, Service Levels and Forecast Accuracy.

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There’s no time like the present

Start optimising your workforce today