prairieFyre’s 6125 Real-time Schedule Adherence Rounds Out Scheduling Portfolio

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Ottawa, CANADA, Dec 2, 2003 – prairieFyre Software Inc. finds success with new 6125 Real-time Schedule Adherence (RTSA) product. Using 6125 RTSA, supervisors know what their agents are doing in relation to what is scheduled, so they can quickly identify instances of non-adherence and take immediate corrective action. 6125 RSTA is an add-on application to the 6120 Contact Center Scheduling (CCS) software. With 6125 RTSA, supervisors can ensure agents are performing their duties as scheduled in 6120 CCS. At a glance, supervisors can see how many agents are available to receive incoming contacts, how many agents are on break, and which agents on break have activated Make Busy or Do not Disturb. “6125 RTSA is invaluable to contact centers that need to provide a consistently high level of customer service. Supervisors can track the shift adherence of individual agents and ensure agents meet performance objectives while on the job”, states Malcolm Teasdale, VP of Sales and Marketing. 6120 CCS creates daily schedules for contact centers by assigning shifts, breaks, lunches, and jobs to each agent. 6125 RTSA builds adherence parameters from scheduled events including start of shift, breaks, lunches, jobs, and end of shift, and compares them to real-time contact center events. For example, 6125 RTSA can associate an agent’s start of shift to a “Login” event on the phone set. On the user interface, time bar events change color to alert supervisors to instances of non-adherence.