Now you can know more quickly

Now managers can know when their call centres are about to suffer a drop in service levels. Q-Max Systems’ latest release of its workforce management software, 6.3, includes automatic notification — via voice calls or text messages — so that they can take action, for example if the number of agents is likely to fall short of that required to answer calls.

David Jones, head of product marketing, said the new release was the result of extensive discussions with customers.

Q-Max 6.3 now also includes increased definitions for special average handling time (AVHT) periods, a new category for reserve working, a new scheduler rule total attendance hours calculation and other features.