The Heads-Up Display within QStory’s ARTI Suite takes information from the ACD and WFM systems and provides a clear, easy-to-read proactive view of the day ahead. ARTI’s powerful algorithms are constantly analysing the workloads and the skills of the available staff. The data presented highlights periods of over- and under-staffing, and recommends what to do in these situations.
When ARTI’s recommendations are deployed by the user, an automatic communication is sent to the Agent and to their Team Leader to make sure that everybody is kept in the loop. When the agent confirms that they have received the message, ARTI will AUTOMATICALLY write back the change into the WFM and ACD systems.