IEX Releases v3.9 TotalView WFM

August 2, 2005

IEX Corporation, a provider of contact center workforce management and optimization tools, today announces the general availability of version 3.9 of the company’s TotalView Workforce Management system. Version 3.9 offers skill block scheduling features that are designed to make easier management of multichannel contact types and other back-office work. The new version of TotalView Workforce Management also offers new time-off management and schedule preference capabilities. To sum up the enhancements and additions:

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Skill Block Scheduling automatically designates optimal time slots for agents to devote to a particular skill (e.g., outbound calling, e-mail, Web chat, etc.). As well, centers can manage offline tasks. During these designated periods, the agent is only considered open to handle a defined subset of contact types, resulting in the center being able to more effectively manage multimedia and offline contact types.

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Time-Off Manager allows agents to manage sick time, vacation, personal days and other schedule entitlements via any standard Web browser within the WebStation Plus module. This automates the process of managing, tracking, notifying and approving paid time off. This feature also provides a “wait list” capability for their desired days off.

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WebStation Plus Agent Preferences allows agents to�input the desired characteristics of their work schedule. This gives agents more influence over their start times and stop times, days off, lunch time, break times, etc. Preferences can be input based on scheduling intervals defined by managers.

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TotalView Workforce Management v3.9 offers enhancements in addition to those above. For more in-depth coverage of IEX’s TotalView Workforce Management system, be sure to read the upcoming September issue of Customer Interaction Solutions magazine.

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DRB

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