IEX introduces TotalView InSight Performance Manager.IEX IEX Ion Exchange (chromatography) IEX Inter-Exchange Carrier Corporation, a Tekelec company, recently introduced the TotalView InSight Performance Manager. Advanced features were designed to improve performance by providing contact centers with a unified view of operational metrics, helping everyone gain a clear understanding of performance goals and results. Using InSight, agents can more easily see how they are performing to operational objectives such as average handle time and adherence goals. Executives receive benefits from information supplied by InSight dash-boards. They can quickly see what is happening across a broad range of key performance indicators Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs are used in Business Intelligence to assess the present state of the business and to prescribe a course of action. to identify and resolve problems before they escalate. Supervisors can also use InSight to improve mentoring and agent recognition while workforce planners benefit from the root-cause analysis capabilities it supplies through full-featured online analytical processing Online Analytical Processing, or OLAP (IPA: /ˈoʊlæp/), is an approach to quickly provide answers to analytical queries that are multidimensional in nature. (OLAP (OnLine Analytical Processing) Decision support software that allows the user to quickly analyze information that has been summarized into multidimensional views and hierarchies. OLAP tools are used to perform trend analysis on sales and financial information. ) reporting. [ILLUSTRATION OMITTED] InSight is an advanced feature of the IEX TotalView Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. system, providing a performance management solution that can be deployed quickly. A predefined set of KPIs is supplied along with standard dashboards and reports for agents, supervisors and executives. Additionally, up to six predefined metrics can be imported from another contact center system such as quality monitoring, e-learning, human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. or other solutions. The center also has the ability to customize the predefined dashboards and reports and can add more without requiring professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. or vendor programming. As a TotalView advanced feature, InSight comes with built-in support for multisite management. This allows the center to view information and perform analysis at any level, from the entire operation to individual sites, contact types and queues. With a thin-client Web interface, the InSight solution is quick to deploy and easy to maintain. In other news, contact center and performance management solutions provider Merced Systems recently revealed that TotalView InSight Performance Manager is built on Merced Systems technology. www.iex.com, www.mercedsystems.com |
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