Tephra Workforce

About Tephra

Tephra Quality Workforce it is a complete solution of management on human resources and technological of Relationship Centers with customers, the objective to guarantee high quality and performance, lined up form with the real necessity of centered form, simplifying the analysis of the data.

This setting will allow the possibility of linking the different legacies, following real time of all the activity on the Center of Relationship with the Customer.

Browse the modules from the side menu.

Recruiting and training

The Recruting, Selection and Training module primary function is to manage the entire database of personal and professional information of the agents, classified by role, hierarchy, site etc., thus allowing control over the assets and the turnover, identifying returning applicants.

The management starts at the recruitement, identifiying the applicants creating a database, that includes all the steps, such as interview, training and hired.

This data compilation allows a complete management over the applicants selection, including the training schedule, assessment, selection results and all the tasks until the hiring.

Planning
Management planning

The Planning module forecasts the calls demand making it the most adherent to reality, optimizing its calculations, and proposing trends, as well as allowing the correction of deviations and standardization of intra-hour calls.

To create the forecast, you can select which premise to use: the day of the week, or the day of the month during the period of analysis, so the skill of the processing group can be better interpreted by Tephra, such as the average handling time.

The forecast of chat and email services, extends from the true demand until the effectively answered, considering the different variables such as simultaneously answers and service level agreements.

Generating scenarios which include simultaneous answers allows identifying the gain and the limits of performance and productivity by increasing or reducing this premise.

The forecast of outbound services, incorporates the successfully answered calls and also the variable rate of success by period, so the scale generated can be more adherent to the actual moment of success, not taking pauses breaks and other stops of the agent, intended to increase productivity of mailing.

Variables such as the type of dialer (manual / predictive) are prerequisites to generating forecast based on the idle time by agent.

Planning
Configuration and customization

The forecast inbound services can be done on high complexity enviroments such as multi-skill, multi-ACD and blended services. It provides also the means to analyses the atypical data in certain days, allowing the the selection, exclusion and reforecast.

The user, has the ability to configure the composition of the average time of answered, using items such as Conversation, average handling time, and others, with the Level Service as the achievement by period, day or range.

The algorithm for the distribution of agents, is based on Neural Network, one of the most advanced logic programming in our days, which allows the achievement of many interactions without repetition, optimizing the distribution of agents, and allocation of different periods in the measuring period of ACD.

The input of data for the generating forecast follow the same logic, although we have different kinds of contact.

Control and monitoring
Management adherence

The Control and Adherence module, analyze what was planned for the moment, and compare it with what's happening in real time, in order to identify gaps and help in decision among the managers of the operation.

Through this control, the manager can track their team, and flag the reasons for deviations, through the registration status, so that all Tephra users may have the same perception and direct efforts for the same purpose.

The control in real time facilitates the management of the lack of logon, such as insert the reason for not adhering to the planned, allowing the inclusion / amendment / exclusion of that reason.

All information can be exported through the Excel format (.Xls), allowing different means of control.

The online agent and queue management provide the real-time monitoring of the agent status in ACD, and all the answered group also, creating a pie chart with the status of agents.

The information by agent are: login, name, status, duration, break, extension, skill, and vdn, and in the vision group: skill, call waiting, average handling time, speaking time, and the status summarized of agents associated to skill.

This feature reduces the required for others solutions to monitoring ACD, and therefore the costs related to acquisition of them.

Setting threshold (alerts by color) can be held in any of the information available.

Control and monitoring
Management monitoring

The online agent and queue management provide the real-time monitoring of the agent status in ACD, and all the answered group also, creating a pie chart with the status of agents.

Through the graphics we can identify the percentage change made on the projected, and it can be designed in 4 different visions, dime, internal, customer and Tephra, analyzing what's happening at the moment vs 4 different comparisons, and make a new reforecast by the end of the day.

The record of events allows, signs in queue, as such deviations, which will be used in forecast screen.

Quality
Monitoring

The Quality Control allows the creation of sheets of evaluation based in different metrics and weights, to enable the existence of one or more methods of assessment for the same company and / or group answered.

The assessment cycles are associated with a period. It is allowed the use of performance indicators based on a scale of assessment previously recorded.

The agent has the possibility of following their assessments, seeing them with all the selected items and recording the feedback. He can also agree or disagree with the assessment and enter their comments.

All the reports can be exported through the Excel format (.Xls).

Infrastructure

The infraestructure module gives to monitor real-time and historical positions of the occupation, with details of the agent and where is he allocated in a given period .

The occupation management can be done to groups connected to the phone (directly into ACD) as groups that do not connect (into ACD) because of the existing facility in Tephra to manage the login logout of these agents and just recorded the begin and the end of their work.

The register of the post attendance includes since the IP, name of the PA until the applications in that area, and also its configuration (Hardware), and by which groups of answered are able to be used. The PA may be associated with a manager / group for a certain period in order to have the addition of real-time control also have the use targeted product / manager.

Reports can be removed by various filters: group, skill, date, time among others.

Indicators

The management of information and calculations manages the entire database available for consultation Tephra, allowing the user to practice interaction with fast result in different levels of consolidation.

The user has the possibility to create and provide a new indicator is the vision of the agent or the vision of the Group, may use any available field in the database and create the formula with a certain required formatting.

The visualization of indicators is prepared concatenate the filter to the report, both can be created on the date selected.

The creation of the filter and the report designer allows the user to set the permission to publish to all or only to yourself.

Reports of performance, compliance and monitoring are some examples of previously created.