A particular challenge was the simultaneous optimization of several dozen telephones. The software uses sophisticated procedures in order to respond quickly, even during peak periods, and to provide automated solutions to planning conflicts caused by latency in telephone coordination. This was accomplished by deploying technical methods which are used in the online trading of stocks and shares.
Scheduling and Absence Management not only supports call center operations but also the scheduling process within the technicians’ territory. If a maintenance worker’s absence needs to be taken into account, e.g. because of annual holiday leave or illness, the software can identify the conflict and provide the dispatcher with a number of solutions (another worker does the job, an appointment is postponed, canceled, etc.) As a result, the effects of an absence are clear and can be dealt with at the touch of a button.
An extensive reporting system presents statistical evaluations of how successful the optimization is.