SkillSense provides an integrated approach, without resorting to separate modular functionality to support multi-skilled issues. At the heart of the SkillSense forecasting system is Merlang®M, an industry recognized advanced forecasting algorithm, that directly calculates requirements in a multi-skilled environment, avoiding repetitive analytical simulations. SkillSense simultaneously generates a single forecasted set of requirements for all interwoven skilled activities, regardless of the queues offering the work.

Forecast overstaffing is eliminated by recognizing secondary skills, and accounting for call overflow to available secondarily skilled agents. Analytical simulations based solely on primary skills will generally overstaff, since this overflow cannot be considered as a factor.

Excerpt from an agent's Schedule Detail report. Note that the agent is scheduled to different skilled activities during the day. You always know what each agent is scheduled to do.

An accompanying full and robust integrated set of tools monitor and report on multi-skilled agents. SkillSense Real-time Adherence monitors agents by their individual skilled assignments, reporting an agent's scheduled skilled activity, and the skilled activity that the agent is currently performing. Customizable reports detail the multiple intraday skilled assignments that comprise daily attendances, informing you and your agents exactly which duties they will perform during the upcoming week. Deviation reports are also available for individual skilled activities, detailing the efficiency of each distinct call center operation.

Excerpt from the SkillSense Real-Time Adherence monitor. The monitor is continually updated at regular intervals. You immediately see the skilled activities to which agents are scheduled, and the activity they are currently performing. The effect on the quality of service for each skilled activity is updated to reflect agents adherence.

"One of the driving factors in my decision to purchase PIPKINS' Maxima Advantage was its ability to forecast and schedule our call center's multi-skilled environment. Considering all of our agents are assigned at least two skill sets, it was very difficult to optimally forecast the requirements needed to service our calls. Since the induction of Maxima Advantage, our call center has been able to reduce staff by nearly 10%, and virtually eliminate our overstaffing concerns." cited Dennis J. Coval, Director of Call Center Operations for Kingdom Vacations, Plains, PA.

Maxima Advantage offers a proven complete multi-skill forecasting and scheduling solution. SkillSense maximizes your call center profits, and reduces the managerial workload by automating repetitive workforce management tasks.