A Finnish directory service provider Fonecta has decided to upgrade to the latest version of the workforce management solution Teleopti Contact Center Coach from Teleopti. Teleopti Contact Center Coach is a suite of integrated tools to help contact centres manage and involve their workforce Agent Schedule Messenger is a new tool in Teleopti Contact Center Coach, used to enhance intraday communication between contact centre agents and supervisors.
The small agent client, which is web based for easy distribution, shows the agents current schedule and a progress bar indicates when it is time to change activity. A built in notification system allows for supervisors to send messages to selected agents. The agent can respond to messages and accept or reject proposed intraday schedule changes, like overtime requests. Agent Schedule Messenger can reside on top of other applications, continuously providing the agent with information on the current schedule.