products & services
Workforce management
IEX TotalView &
Workforce Dynamics
Introduction

Workforce Dynamics managed

IEX TotalView hosted

Training
> Refresher training
> Kick off training

TotalView Enhancements (SNAPS)
> Saly

IEX TotalView Central
> Forecaster
> Planner
> Scheduler
> Change Manager
> Multisite
> Performance Manager
> Administrator

IEX TotalView Advanced
> Multimedia
> Multiskill
> WebStation
> Adherence suite
> Smartsync suite
> Vacation & Holiday Planner
> Outsource Manager

Outbound solutions

Smart architecture
QPC Séntrel
Skills management, learning management, eLearning and virtual class systems
Consulting
Strategy and operational advice
Training & development
Career path, performance and operational training programmes
QPC Integration
Data exchange, capture and reporting systems
QPC MIS
Contact routing and ACD management information systems
Services & support
Quorum user groups
Workforce Management - IEX TotalView Deploy your agents more efficiently to reduce costs and improve service levels.
IEX TotalView hosted solution - Performance Manager
The IEX TotalView system includes a comprehensive suite of reporting and analysis tools, with over 70 customisable tabular and graphical reports. Data can also be easily exported to third party applications like Excel for further analysis.
  • Forecasting and Planning - Short term and long term forecasts, staff plans, special days and more Scheduling - Time utilisation, weekly hours, schedule trades, schedules by day, week, agent, and supervisor and more
  • Intraday - Current and projected performance to service level targets by channel and queue
  • Analysis - Comparison of planned and actual performance, including adherence, queue utilisation, percent answer, agent availability and more
  • Vacation - Detailed vacation information and schedules by agent or group.
  • Administrative - System configuration documentation, including schedule templates, work rules and more
  • Logs - Time-stamped history of user events