Processes

What will AGI do for Call Center Workforce Management?

Positioning for this Coordinate is coming soon.

How AGI delivers it

Four ways AGI delivers for Call Center Workforce Management

Autonomous Agents as digital employees
Hire a digital employee that does the job under earned, supervised autonomy.
For Call Center Workforce Management, hire a digital employee that does the job under earned, supervised autonomy.
Business-as-Code
Encode how your work runs, once, as software that executes itself.
For Call Center Workforce Management, encode how your work runs, once, as software that executes itself.
Services-as-Software
Get the professional outcome delivered as software, priced on results, not headcount.
For Call Center Workforce Management, get the professional outcome delivered as software, priced on results, not headcount.

Value flow

Average call handle time in minutes for telecommunications call centermodel
Average cost per telecommunications transaction conducted by telephonemodel
First contact resolution rate for phone contactsmodel
Calls abandoned in the agent queue as a percentage of total inbound callsmodel
First contact resolution for North American HR shared services centermodel
Average call handling time in secondsmodel
Average contact handling time in secondsmodel
Tier 1 call%2Finquiry volume per Tier 1 HR shared service organization employeemodel
Transferred calls as a percentage of total inbound callsmodel
Percentage of total annual sales revenue attributable to sales completed through human-assisted channels other than face-to-face contactmodel
Number of inbound calls received through a live agent as a percentage of total inbound callsmodel
Average speed of answer in seconds for agent queue callsmodel
Direct supervisors per agent FTEmodel
Average talk time in seconds, including agent hold timemodel
Contact service level (seconds to answer 80%25 of contacts from all channels)model
Number of FTEs that perform the customer service function per $1 billion revenuemodel
Number of inbound contacts per contact center agent FTEmodel
Number of inbound contacts per customer service FTE (including external FTEs)model
Number of agent FTEs per direct supervisor FTEmodel

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