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ShiftTrack Realtime

Supplier: Reliance Communications

ShiftTrack Realtime provides call centre managers and supervisors with the information needed to assess agent activity and trends associated with adherence to schedules.

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The system highlights agents who are not adhering to scheduled start and end times, break times and other scheduled activities.

Multiple reports have been developed based on different adherence calculations, each of which enable analysis of agent attendance on an individual, team, queue or location basis.

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