What is TixTime? Features

TixTime is Call Center Workforce Management Software. This means it provides Timesheets, Schedules, Employee Management, Payroll, and Reporting.

Call Center Timesheets

The timesheet provides a view of the workforce and operational status, and is the primary method of data entry.

• Breaks are color coded according to your call center scheduling rules to provide workforce management with visual details of who is ready to take break, or who has missed a break.
• Inline event tracking is provided to make entering data easy, for example when an employee calls in sick it is very easy to log this information. In addition, lates are automatically tracked in accordance with the employee's schedule.
• Realtime Adherence information is provided to altert managers of missing employees and employees working overtime, either of which may not be authorized.
• Quick employee details are available to find employee contact information, timesheet and schedule history, and more.
• Audit Logs are summarized and displayed on the Timesheet to provide a list of recent changes.

Call Center Schedules

The schedule provides flexibile scheduling for employees, based on campaigns to allow seperation of your workforce into its natural organization.

• The Calendar provides a quick view of the status of each day of the week. The week can either be Published or Unpublished. When a day is published it has been finalized and is ready for printing, unpublished days are still in a state of flux. The calendar provides a quick view of the status of your schedules.
• Charts offer a view of Agents Per Interval for the selected day, optionally for all campaigns or only for the selected campaign. Ensure that you have consistant workforce coverage throughout the day with a quick look at the schedule chart.
• Campaigns are an easy way to seperate your workforce into organizational units. Each campaign can be scheduled and reported on individually. Employee's are assigned skills to help guide you through the process of assigning employees to the correct campaign.
• Shifts can be modified easily, copied, and deleted. Shifts are added to the schedule by clicking the Add Shift button.
• Daily View offers a stair case effect to view your workforce at the detail level of when employees will be on lunch and break. Line up the breaks and lunches to ensure that maximum overlap exists for the best coverage in your call center.

Call Center Employee Management

Human Resource management is build right into TixTime. The employee management functions can integrate with HRIS and ERP software if you have existing solutions in your Call Center.

• Contact Cards are a quick way of getting access to the employee information you need, or to update that information quickly. Phone numbers, mailing addresses, and any other employee specific information is available in employee management.
• Skills are used to track what training employees have received, and a second level of skills are used to show which campaigns an employee can work on. If an employee does not have certain campaign skills the schedule will let you know before you add this employee to that schedule.
• Events get tracked automatically, and also provide an easy way to add events manually. Look for trends in employee events with the grid layout spanned over time showing summary of events.
• History is available to relate Timesheet, Schedule, and Payroll data on a day by day basis. If an employee has questions about their payroll, timesheet, or schedule history this tab offers easy access to the information.
• Audit Logs are kept for every action taken on the employee, in detail. Any changes are logged including what the change was for, what it was from, and what it was changed to. The user who changed the information is also logged.

Call Center Payroll

Exporting to your payroll application is simple. Accurate, verifiable data will not need to be double entered to move it from TixTime to your Payroll software.

• Time Slices can be configured to automatically determine hours paid at different pay rates. If, for example, your overnight shift receives a different pay rate than the day shift.
• Calendar provides a similar interface as the schedule, where days in payroll can be Exported or remain under review. Once a day has been exported it can not be modified. This ensures that you never have two payroll reports for the same day with different data sources.
• Export data from payroll in CSV, HTML, and XML data formats. Most payroll applications can read CSV or XML, and if they require a proprietary data format the API comes with examples of how to easily translate the XML output into any format required.
• Breaks are automatically subtracted from the hours paid, if the break has been configured as unpaid. You may subtract the amount of time the break is configured for, or the exact amount of time the employee took on the break, depending on your Call Center policies.

Reporting

TixTime provides an extensive reporting system which is easily customizable.

• XML, CSV, and HTML file formats can all be exported. Using the XML and CSV formats provides an easy way to integrate with third party applications, and the HTML output is great for visual representations of report output.
• Custom Reports can be added to TixTime on request to report on any specific data. This is great for employer specific rewards programs, for example gathering an ordered list of all employees with the number of lates they have had in the last month is possible.

How does it work? Using TixTime

TixTime is delivered as Software as a Service, or SaaS. You access the application through your web browser, and do not need to invest in new software or hardware in your Call Center.

Web Based Service

TixTime is accessed through a web browser. All you need is a workstation with a web browser and you can get started. Delivery as a hosted service ensures you do not incur hardware and software setup and maintenance expenses.

Automatic Updates

Updates to TixTime and the server infrastructure are applied automatically.

What about this? Enterprise Ready

TixTime is enterprise ready. Security, Scalability, and Redundancy have all been major considerations during design of the application and it's infrastructure.

Scalability

TixTime is designed for organizations who are serious about the accuracy of payroll data and real-time operations management. TixTime has been tested to scale up to one thousand employees, and by linking multiple installations can support larger businesses.

Data Redundancy

Records are stored in the back-end database which supports real-time replication offering the ultimate data redundancy solution. Backups are taken of the data in case of disastors.

Security

Access to any interface of TixTime uses the latest SSL encryption, the same as you would expect for on-line banking transactions. Any information stored offsite for backups is encrypted. Data from different clients is stored in seperate databases, meaning 'information leak' is not possible.

Timesheet

TixTime is web software for employee timesheet tracking, attendance, and scheduling in contact center environments.

Tear up your timesheet and time cards

Eliminate timesheets and time cards altogether with the electronic timesheet.

Instantly reduce timesheet and payroll errors

Human error, lost sticky notes, lost timesheets or even just one lost timesheet, and forgotten punches cause payroll losses and employee frustration.

Accurately track events on the timesheet

Followup on employee lateness and sick days in the timesheet, eliminate unauthorized timesheet hours and slash tardiness.

Assign timesheet resources more effectively

Schedule employees when and where they are needed in the timesheet and reduce the time needed to schedule employees.

Enterprise Ready Timesheet

Scalability

TixTime is designed for organizations who are serious about the accuracy of timesheet and payroll data and real-time operations management. TixTime has been tested to scale from five to five thousands of employees in a single timesheet.

Timesheet Data Redundancy

Timesheet records are stored in the back-end database using replication offering the ultimate data redundancy solution, never loose a timesheet.

Security

Access to any interface of TixTime uses 128-bit SSL encryption, the same as you would expect for on-line banking transactions. Trust your timesheet to high security.

Call Center Centric Timesheet

Scheduling

Availability rules are verified during shift assignment, automatic schedule creation based on forecasts and population coming soon.

Real-time Decisions

Color-coded breaks in the timesheet, in-line schedule adherence reports, and easy to view shift blocks provide the data you need to make decisions.

Adherence Events

Quickly log sicks, lateness, and other employee events, and review summaries by date range and event types directly from the timesheet.

Budget Friendly Timesheet

Small Investment

TixTime uses a per-user license model. The cost of TixTime flexes based on your business each month, affordable timesheet software for your call center.

Simple Installation

Delivery as a web hosted timesheet so you do not incur hardware and software setup and maintenance expenses.

Easy to Learn Timesheet

The intuitive nature of the web timesheet interface is quickly understood by managers. Special training is not required.