QStory’s ‘Look Ahead’ feature allows you to examine scheduled activity as far forward as your company’s schedule is in place. So it could be tomorrow, next week or even next month! It’s sufficiently detailed that it highlights exactly which agents are scheduled to be in meetings, on training or in any other off-line activity and gives a view of the risks presented by poor time use and shrinkage. As QStory is linked directly to the WFM system, this view is as dynamic as the schedules themselves – any changes made to scheduled activity will be immediately reflected here, allowing you to see the impact that your actions will have on performance.
Look AheadAlex Kemp