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ShiftTrack Agent

Supplier: Reliance Communications

Traditionally, adherence to schedules has been a task that is managed by supervisors. Our experience in managing contact centres has shown that the agents themselves are in the best position to manage this aspect of contact centre behaviour.

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ShiftTrack Agent is a utility that each agent has on their desktop PC to assist in adhering to their schedule. It advises the agent when they are due to go on breaks, change duties or go to meetings.

A pop-up screen is activated when an activity is due. At any time throughout the day, an agent is able to view their scheduled activities for that day or any other day.

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