0
5.0.0
Australia, Zurich Patch 7, Zurich, Yokohama, Xanadu
Standalone Application
Workforce Optimization for CSM provides a set of applications that empower managers to optimize their team's work. This provides efficient work item routing to your team, helps to manage your team's skills and schedules, and monitor their performance.
- Enable managers to make informed decisions using a landing page with metrics of ongoing work.
- Assess real-time operations and performance of teams and agents across different channels and queues.
- Optimize shift planning by managing agent shifts and schedules.
- Keep track of ongoing work and provide real-time support to team members to deliver a better customer experience.
- Monitor and measure team's performance and provide feedback using assessments.
- Predict and recommend skills for agents.
- Identify opportunities to coach and train your team.
- Enhance the Manager Dashboard to view:
- New AI Insights tab on the Manager Dashboard in the Manager Workspace (Enterprise SKU).
- The AI-powered widgets: Sentiment Analysis, Trending Topics, and Auto QA. These widgets provide deeper, real‑time visibility into customer sentiment signals, trending interaction themes, and quality evaluations.
Fixed minor defects.
Plugins:
- Performance Analytics- Content Pack- Customer Service
- Skill Recommendation
- Skills Management