Irene enables you to view call statistics, assign agents to specific shifts and establish service levels and other objectives for agents' schedules. Agents view their schedules through a Web browser.
Agents enter their names and passwords to view an onscreen display of a monthly calendar that indicates each day's itinerary, which can include training sessions, lunch and breaks. Irene creates agents' schedules based on your call center's busy hours, your customer service goals, the estimated number of calls agents receive each day and agents' time shift preferences. The software prioritizes agents' scheduling requests based on their seniority so that agents who have worked at your call center the longest are more likely to get the shifts they ask for.
Irene estimates the number of calls agents will receive based on historical data and compares the forecast to the actual number of calls for each business day. You view the current volume of incoming calls and the number of agents on the phone with the InCharge chart, pictured here. Irene also secures administrative information with a separate password prompt for supervisors, which allows only you or other managers to modify agents' schedules as necessary.
You can purchase Irene and install it on a dedicated Windows NT server, or you can have ISC install the software on a server outside your center. Irene costs $30,000 if you purchase it or $20 per seat each month for the hosted version; volume discounts are available with either pricing scheme. Agents and supervisors can use the software from PCs running Windows 95, Windows 98 and Windows NT 4.0. 877-472-4472/212-477-8800, www.isc.com.