SSPA  P R E S S  R E L E A S E S

IEX Updates Workforce Management

July 20, 2004

IEX Corporation released TotalView Workforce Management version 3.6, designed to make the contact center supervisor’s job easier and simplify connections with automatic call distributor (ACD) systems. Enhancements include:

• An easier to deploy Supervisor WebStation that supports 100% thin-client access, and StatsViewer that lets supervisors view, compare, and manage the performance of their agents.
  
• Exception Code Groups that let supervisors categorize schedule exception codes into groups that make it easier to retrieve information like the total amount of time spent on training.
  
• A real-time TCP/IP Interface has been added to make it easier to connect third-party ACD with TotalView.

Version 3.6 also includes an Agent State Summary feature and support for Citrix. For more info, contact IEX, www.iex.com.