The WFO tab (Workforce Optimization) appears only if certain add-on products (such as Assessor or Screen Recording) are enabled for your site. The tab enables you to monitor quality control, research customer complaints, and assist in agent training. You can also use the tab to set up Quality Assurance features such as Assessor and Work Queue, and view various reports.
WFO comprises of the following features:
SpeechIQ - SpeechIQ is the Speech Analytics feature of LiveVox Platform (LVP) that analyzes interactions by using important interaction data such as silence time, talk time, keywords, agent/customer sentiments, and script compliance to evaluate an agent's performance. You can view all the interaction data in a single place to accurately and consistently evaluate performance and identify training needs. SpeechIQ processes the interaction data, performs automatic scoring of all interactions with customized scorecards based on keywords and phrases, detects sentiments and intents, transcribes the voice calls, and prepares reports and alerts. The Reporting section in SpeechIQ enables you to view, export, or print all Speech Analytics data reports. For a detailed information, see SpeechIQ/SpeechIQ+.
- Agent Assist: LiveVox’s Agent Assist uses speech-to-text processing to provide agents with necessary information and guidance during interactions and automate vital processes. For detailed information, see Agent Assist.
- Conversation Reporting: The Reporting section lets you view and export all information related to call recording, keywords, scorecards, skills, agents, interaction intents, calibration tasks, and other analytics data. For detailed information, see Conversation Reporting.
- Conversation Configuration: For detailed information, see Conversation Configuration
- ELearning - The ELearning feature enables agents to improve their performance and productivity by accessing relevant training based on their requirements. Managers can assign training tasks to individual agents, teams, or the entire call center and track the training to completion. For detailed information, see ELearning.
- Workforce Management - Workforce Management feature lets you forecast agent staffing levels based on historical data or presumed work volume. You can create shift calendars and assign specific shifts to agents based on the forecast. You can then publish the shift schedule and make it available to the agents and other managers. Using the Workforce Management feature, you can create and manage agent work schedules, mass assign shifts, generate shift assignments, and create shift reports. For detailed information, see Workforce Management.
Work Queue - The Work Queue feature helps you track the progress of scheduling, eLearning, coaching, and acknowledgment tasks from task creation to completion. You can create work queue tasks, track the assignment history of the task to check if the task was moved from one assignee's queue to another along with the communication that occurred with this transition, and also set up automated alerts to continuously monitor and get notified about interactions for specific criteria. The Work Queue feature also enables you to generate task performance reports for Agents, Arbitrators, and Managers. For detailed information, see Work Queue.