Aspect Software said the recently released EQ Workforce Optimization 8.1 comes with several new features.
Aspect EQ includes enhancements to Aspect EQ Workforce Management, Aspect EQ recording, Aspect EQ Quality Monitoring and Aspect EQ Performance Management.
Aspect EQ is the central component of the Aspect WFO Suite that enables enterprises to add new software capabilities to address changing business needs.
The focus of Aspect EQ is on all the common and shared features across the portfolio including the modernized user interface (UI), shared database, user management, claims based authentication, single sign on for the entire WFO platform, web services and more.
Many of the supervisory features in the portfolio have been converted to the new icon and widget based WFO UI with the release of release of 8.1.
The release of Aspect EQ Workforce Management 8.1 eliminated barriers with the new UI for functions including multi-employee schedule viewing, batch schedule editing, view employee and line of business overtime and under time balances, schedule change request management, schedule trades management and agent productivity management.
The data can be summarized in simple pivot tables which can be further shared from administrators to the larger contact center population.
Aspect EQ Quality Management 8.1 has made easier for agents to see areas for customer experience improvements by making evaluation process seamless. Agents and supervisors can add and edit an evaluation associated with a specific interaction by voice, screen or other channels.
Digital documents can be attached by agents or supervisors to provide supplementary information relating to an evaluation and can insert written comments to highlight important points. Previous interactions can also be searched with enhanced search criteria.