Q-Max Systems Limited has announced the release of Version 6.2 of its Q-Max Workforce Management software for the scheduling and management of contact centre personnel.
A major new feature included in Version 6.2 is Agent Desktop a program that can be run on an individual contact centre Agent’s desktop PC. Agent Desktop will enable Agents to perform a range of functions especially relevant to them on a daily basis.
This new program allows Agents to display shift reports for themselves and for the people working closely with them, track holiday taken and booked across years and to submit absence requests to the Q-Max Absence Planning function for approval by resource planners.
Additional features include the ability for Agents to exchange shifts, receive pop-up reminders (for example about a training session), access a bulletin board and send and receive short messages with other Agents and Managers including shift changes received from the Q-Max Service Optimiser.
Q-Max Agent Desktop is highly configurable therefore it can be tailored to suit a company’s specific needs and policies. Access to the program can be restricted as required for example during busy times or to break times only.
David Jones, Q-Max Product Marketing Director said, “We believe Agent Desktop will give agents just the right amount of self-service to enable them to view the Workforce Management System as friend rather than foe. We know that Agent Desktop will be popular because at our last Customer Forum we previewed the program and asked for feedback on it. Over 80% of our users said that they would use Agent Desktop in their Contact Centres. All our new Version releases incorporate customer feedback and enhancement requests and Version 6.2 is no exception.”
The new release also means that Q-Max Agent Adherence will be available to all contact centres regardless of the type of ACD in use.
Q-Max Version 6.2 incorporating Agent Desktop will be available in early September and is free of charge to Q-Max customers with active maintenance agreements.
About Q-Max Systems Limited
Q-Max Workforce Management is a powerful day to day management system to calculate the number of agents required to respond to customer demand. The Q-Max Optimiser evaluates within seconds schedule changes required to meet service levels. Q-Max also has a Long Range Forecaster, Shift Scheduler and Agent Adherence and self-service Agent Desktop features.
Q-Max is the most widely installed workforce management system in the UK and is also installed in 43 countries worldwide. For further information please take a look at www.q-max.co.uik or contact:
Product Marketing Director
Q-Max Systems Limited
T: + 44 (0)20 7431 4904
Mary Phillips/Andreina West
PR Artistry Limited
T: +44 (0)1491 636191
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