IEX Launches TotalView® Workforce Management Version 3.8 (email this article)

IEX Corporation (Company Profile, Past Stories, Case Studies), a Tekelec company (Nasdaq: TKLC), today announced the general availability of version 3.8 of its TotalView Workforce Management system. IEX is a leading provider of workforce management and business optimization technology for contact centers.

Contact Center Analyst Seema Lall of Frost & Sullivan said, “IEX continues to make a strong investment in research and development. That investment, backed by extensive customer feedback, sets IEX apart.”

Version 3.8 of TotalView offers features designed to further enhance contact center productivity and agent satisfaction. These features include:

·Multi-week Agent Hour Allocation aligns agent staff hours with forecasted staff requirements that vary over a multi-week period.
·Security Roles allow easy global changes to access permissions for a specified group of users.
·LDAP Authentication allows the authentication of a user’s logon ID and password to be done in an LDAP directory, rather than validating against the TotalView database.
·Agent Preference Import is a SmartSync Exchange enhancement that allows the import of agent preferences.
·Forecast Objectives can be set based on service level goals, average speed of answer or maximum occupancy.

·Scheduled Reports save time by automatically delivering reports to the user’s desktop.
·Agent Schedule Changes makes it easy for agents to request schedule changes. ·Predefined Reports allow users to save report settings for reuse.

“We rely on feedback from our customers to drive product innovation,” said IEX President Debbie May. “Our commitment to translating customer input into new features keeps TotalView at the leading edge of the workforce management market.”

Multi-week Agent Hour Allocation allows users to define a multi-week scheduling timeframe that includes setting the number of hours each agent will work. TotalView then sets each agent’s weekly hours so that total agent staff hours match the weekly forecast requirements.

Using the Validate Agent Hours report, managers can ensure their employees are getting the appropriate number of hours each week across a 2-6 week period. This feature lets managers see whether or not their ‘hours worked’ setting matches the actual schedule, which is especially useful after manual schedule changes are made.

An Exception Code Time Summary has been added to the TotalView schedule editing screens. Similar to the Validate Agent Hours report, this new feature can be used during the multi-week scheduling process to show users, in real time, if the agent’s hours worked across multiple weeks are correct before, during and after making schedule changes.

Security Roles can now be assigned to various groups of TotalView users, eliminating the need to establish access privileges on an individual basis. This feature lowers the amount of data entry and ensures consistency within the group. Multiple roles and individual permissions can be assigned to users. TotalView then uses this information to establish the least restrictive combination of both.

The LDAP Authentication feature allows IT administrators to configure TotalView access permissions using a LDAP directory. Users’ login identification and passwords can also be verified based on the LDAP directory instead of the TotalView database.

Agent Preference Import allows users to import agent schedule preferences into the TotalView system. A “default” schedule preferences record is used when no date-specific record exists for an agent. Agent preferences can also be imported based on a date range or tour group.

The Forecast Objectives feature allows users to select one or multiple goals to create agent requirements. Forecasted agent requirements can now be based on one or more of the following goals: service level, average speed of answer or maximum occupancy.

Scheduled Reports are set up using the scheduled activities screens. This feature can use relative date ranges such as start dates for the calendar year or year-to-date reports.

The Agent Schedule Changes feature makes it easy for agents to request adjustments to their schedules. They can request a day off, start or leave early, work overtime, add an additional day or off-phone activity to their schedule or easily schedule vacation or personal time. Approval of these activities can either be automatic or require permission from the supervisor.

TotalView users may now save time by using Predefined Reports to save report settings for reuse. This feature is especially helpful for reports with many settings (e.g. reports on various schedule activities – training time, vacation time, etc).

About TotalView
The TotalView Workforce Management system enables contact centers to deliver consistent service with lower operating costs and higher employee morale. It is designed to improve the scheduling and agent management processes in both single and multisite environments. The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday and performance management, enterprise reporting and data exchange, vacation and holiday planning as well as short and long-term resource planning. TotalView offers these powerful features with a single-server architecture that enables easy system installation and maintenance.

About IEX
IEX Corporation, a Tekelec company, is a leading provider of contact center workforce management and business optimization solutions. Since its inception in 1988, IEX has delivered superior products, quality services and customers’ success. Contact centers of all types and sizes, totaling more than 725,000 agents at over 2,600 sites in 34 countries worldwide, rely on IEX to help them improve planning, enhance performance, streamline tasks and integrate data. IEX sells products and services worldwide through direct sales and select distributors. The company also has several strategic partnerships with global contact center solution providers that further enhance the value of TotalView. Corporate headquarters are located in Richardson, Texas. For more information, visit http://www.iex.com.