Manage work force quality. |
Work Force Optimization (WFO)
The WFO suite provides the following quality assurance options under WFO tab. These options are used for monitoring quality control, researching customer complaints, or assisting in agent training.
- Content Library - Allows E-Learning content creation.
- Assignment - Allows E-Learning content assignment.
- WFO Config - Allows to perform all WFO configurations.
- Assessor - Allows customizable agent scorecards to score and evaluate every agent interaction.
- Work Queue - Allows to track the progress of scheduling, e-Learning, coaching and acknowledgment tasks.
- Screen Recording Report - Allows to search for specific agent screen recording of the call.
- Call Recording Report - Allows to search for specific call recordings.
- Work Queue Performance Report - Allows to generate Agent, Arbitrator and Manager task performance report.
Contact your Account team to discuss the add-on product setup for your site. |
When enabled, the WFO tab is available next to the Review tab.
- Content Library and Assignment options will be available under WFO tab if E-Learning add-on product is enabled.
- Work Queue and Work Queue Performance Report will be available under WFO tab if Work Queue add-on product is enabled.
- Assessor and Call Recording Report options will be available under WFO tab if Assessor add-on product is enabled.
- Screen Recording Report and Call Recording Report options will be available under WFO tab if Screen Recording add-on product is enabled.
- To see what add-on product is enabled for the portal, navigate to Configure > Client / Service > Client editor > Billing tab > WFO section.
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This section covers the following Work Force Optimization (WFO) features in LiveVox Portal:
