OPX tracks the demand for services in real-time from multiple channels, including scan and index imports, call centre and IVR interfaces, email and SMS messages, and manually and automatically (through a web portal) generated requests.
OPX provides global demand visibility and can show in real-time the workload in dashboards and reports, online and sliced and diced as required.
OPX can automatically allocate work in real-time based on SLAs, volume and type of work matched to the available resource capacity and skills. It also allows managers to make a change and allocate work manually in order to meet unexpected or changing circumstances.
The automatic work assignment prevents “cherry-picking” when agents select the work directly from a queue. ‘Cherry picking’ of tasks can lead to work or cases moving out of an agreed SLA due to its perceived complexity.
One of our customers moved work from India to the UK during a period of national mourning. The move took place in minutes of the management being notified by OPX that the Indian teams had clocked off, enabling managers to re-prioritise outstanding work allocations and move them back to the UK.
Benefits of using Real-time Work Allocation Module:
- Automatically matches work with resources
- Prevents agent self-selection
- Enables immediate re-allocation of work to meet changing priorities
- Helps consistently meet SLAs