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IEX Launches TotalView Workforce Management 3.8

New Features Further Enhance Contact Center Productivity
and Agent Satisfaction

IEX Corporation, a Tekelec company, released TotalView Workforce Management 3.8 workforce management and business optimization technology for contact centers. Version 3.8 offers features designed to further enhance contact center productivity and agent satisfaction including:
• Multi-week Agent Hour Allocation – to align agent staff hours with forecasted staff requirements that vary over a multi-week period.
• Security Roles – Allows global changes to access permissions for a specified user group.
• LDAP Authentication -- Allows the authentication of a user’s logon ID and password to be done in an LDAP directory, rather than validating it against the TotalView database.
• Agent Preference Import – This SmartSync Exchange enhancement allows the import of agent preferences.
• Forecast Objectives -- Can be set based on service level goals, average speed of answer, or maximum occupancy.
• Scheduled Reports -- Save time by automatically delivering reports to users’ desktops.
• Agent Schedule Changes -- Makes it easy for agents to request schedule changes.
• Predefined Reports -- Allows users to save report settings.

For more info, www.iex.com