Queue Management

Realtime Operation Status

Real-time transparency into operation staffing conditions are provided on the timesheet. Managers can quickly see how many employees are on shift, missing from the shift, and working overtime. Queue Management decisions can quickly be made, with precision, when this data is available to managers.

Color Coded Break Highlighting

By color coding breaks on the Timesheet managers can spot agents who need to take a break at a quick glance. Paired with ACD information in an inbound call center such as Calls in Queue, Average Wait Time, etc, this information allows call center managers to utilize their workforce to the best extent.

During periods of low utilization and high availability it is easy to scroll through the Timesheet and find which team members can be sent for break. During low availability and high utilization periods breaks may be delayed until they are red. Break highlighting offers an easy way to equally distribute breaks amongst team members.

Timesheet and Schedule Metrics

TixTime provides the information Queue Managers need for the Timesheet and Schedule. Without these metrics Queue Managers are relying on information from the ACD system only.