Call Center Scheduler Eliminates Manual Data Entry

Call Center Scheduler announced that its latest software release, Call Center Scheduler 4.1.1, automatically imports ACD data without requiring connectivity.

The ACD calls offered and average handle time data is used to create call arrival patterns critical to forecasting call volumes and creating effective workforce schedules.

"Customers no longer need to key in data, but true to our philosophy, we retain the customers' ability to review ACD data before it's imported into the workforce management system," said Wayne Shaw, President. "Additionally, our approach of using ACD Auto-Download rather than direct connectivity enables us to offer a robust workforce management system at a price any call center can afford."

To take advantage of the feature, customers schedule their ACD to run a call arrival pattern report each day and save it as a file.

Daily, or as often as appropriate, the workforce manager opens a new call arrival pattern in Call Center Scheduler and downloads the historical data automatically.

Because ACD data often includes anomalies that can distort forecasting and scheduling, a safeguard is put in place to enable the customer to review the historical data prior to saving it into the Call Center Scheduler workforce management system.

Shaw added, "The ACD Auto-Download was requested by our customers and tested by them to ensure that our workforce management process reliably collects data that will allow them to continue building powerful schedules for their work groups."


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Category Posted: General