The WhyDetector™ is a natural language, automatic report generator which produces detailed, insightful reports to shine a light on not only WHAT happened, but also WHY it happened.
Every time QStory receives information from the WFM and ACD systems, QStory’s powerful algorithms go to work on the data – its analysis reveals the primary, secondary and tertiary reasons behind poor Service Level performance and/or high contact abandon rates. Whether it is a short-staffed schedule, high levels of shrinkage, higher-than-forecasted workload or agents not sticking to their scheduled tasks, the Why Detector will show exactly why performance was impacted.
“The WhyDetector is a game changer”
Quintin vd Merwe, Head of Contact Solutions and WFM at Telesure Group