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Description
AgentTime™ is a user-friendly and cost-effective software solution designed for managing call center staffing. With the capabilities of AgentTime, users can seamlessly import their anticipated call volumes and average call durations segmented by time intervals. The software then generates optimal weekly schedules tailored for various groups of agents. Included in AgentTime are Portage’s advanced Call Center Designer and SimACD staffing tools, which work together to identify the ideal number of agents needed for each time segment throughout the week. The Call Center Designer employs well-established Erlang-C formulas to forecast staffing needs and other key performance metrics for every period of the workday. Following this, SimACD fine-tunes those projections, enabling users to experiment with different agent counts in a simulated automatic call distributor (ACD) prior to finalizing the schedule. Plus, the software features an intuitive user interface that simplifies the process of crafting weekly schedules, making it accessible for managers at all levels. This streamlined approach not only enhances efficiency but also optimizes agent productivity and customer service outcomes.
Description
Lab1 seamlessly gathers meta-data regarding user interactions, including computer activities, meetings, phone conversations, and training needs assessments, converting it into insightful information about tasks, individuals, and time management. This automated data collection eliminates the need for manual entry, enhancing both the efficiency and objectivity of the information gathered. It retrieves activity data in real-time from various sources such as computers, phone systems, calendars, and training assessment platforms, all while respecting user privacy by avoiding the collection of sensitive or confidential content. The Lab1 system operates on a client-server model, where agent software is deployed on user workstations, and the server facilitates data access through a web-based panel or tailored database views. Transition from mere data to impactful business outcomes. The Lab1 dashboard is meticulously crafted to evaluate multiple business processes occurring within each organization, enabling quicker and more informed decision-making. This unique methodology fosters an environment where decision-making becomes streamlined, efficient, and highly precise.
API Access
Has API
API Access
Has API
Integrations
No details available.
Integrations
No details available.
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
$10 per month
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
Portage Communications
Website
portagecommunications.com/call-center-scheduling-software/
Vendor Details
Company Name
Lab1
Founded
2012
Country
Poland
Website
www.lab.one/
Product Features
Workforce Management
Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning
Product Features
Workforce Management
Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce