Aspect Workforce Optimization Reviews - Page 10

I love how it’s simple and easy to use. I love the layout of the website. Review collected by and hosted on G2.com.

Something that needs to be worked on aspect is when you summit vto it takes forever to get approved. I’m not sure if it’s the program. Review collected by and hosted on G2.com.

I personally like the encompassing employee engagement and business needs can now be both served within the same platform, Review collected by and hosted on G2.com.

I find the forecasting can be a very tricky element to master. We do our initial forecast outside the system and our interval and daily splits within it. Review collected by and hosted on G2.com.

Speaking to a few colleagues from different businesses it was reassuring to see that others had similar issues to ourselves but on a more inspiring approach some were way ahead and stated how much time they've got back from the system. Review collected by and hosted on G2.com.

Nothing really stood out as an issue. Due to the weather it was unfortunate I was unable to stay for the final seat swap to sit with others to understand how they use it for things like colleague engagement Review collected by and hosted on G2.com.

The level of detail and ability to configure as required for the organization. Set service level, operational hours, agent performance, historical data, shrinkage view etc is very helpful. It has the ability to have a parent-child relationship between contact types linked to agents that are skilled to handle them. It has routing sets (groups) that is configurable by single skilled or multi-skilled. Forecast and schedule integration and administration is easy. Features like tracking Multi channel performance, shrinkage analysis and setting staffing tolerances is very helpful for large contact centers. Review collected by and hosted on G2.com.

Ability to access data apart from the scheduled reports section. Reporting from the tool is not compatible or up-to-date with the existing enterprise data architecture. Standard APIs not readily available. Agent schedule integration and connectivity to a scheduling software is not standard. UI is outdated and has latency issues despite being a cloud system. Review collected by and hosted on G2.com.

Ease of use for forecasting call volumes for single skill teams. Review collected by and hosted on G2.com.

Forecasting back office work is far too manual and tedious. it's faster and more efficient to forecast back office work in Excel. Review collected by and hosted on G2.com.

I love the forecast wizard and the official schedule worksheets. Review collected by and hosted on G2.com.

I dislike that the numbers or factors are not really defined. Have to remember some spots are in reference to a percentage and others is a factor. Review collected by and hosted on G2.com.

Quite honestly - I most like the 'Help' functionality. From anywhere and in any tab, or sub menu, you can find specific help to that section or topic or entry. the 'Help' then allows you to drill down to your specific concern, or point of confusion. I found myself not only learning more about the product but more about workforce and call center mechanics as well. Review collected by and hosted on G2.com.

With smaller lines of business, small data, can sometimes generate some questionable data points. Review collected by and hosted on G2.com.

Enjoy the ability to manipulate stats as it pertains to the call center. Next day stats are important. Intraday enjoys real time stats. It's the primary way the callcenter checks on who is where they should be. Shift bids works flawlessly. There are many ways for a client to configure their operation. Review collected by and hosted on G2.com.

We don't have a live data-feed for all of our clients that we serve, but that is more to the point of the clients we support. We are hoping to get one in 2019. Review collected by and hosted on G2.com.

What I like best is that after you get used to the interface and the way all the parts work as a whole, it all makes sense. I really like the way the upgrades look and feel, in line with changing technology. Review collected by and hosted on G2.com.

I dislike that in more complex routing configurations, it's not always easy to know what configuration settings to use and what they will do. The Help menu has always been a challenge for me. It needs more real life examples and sometimes it feels like a big circle. Review collected by and hosted on G2.com.

Great reporting functions - you can run a report on anything from superstate hours and holiday balances remaining, to an employee check-in summary, which makes running a register of attendees for real time management much easier. Review collected by and hosted on G2.com.

Thereis nothing about Aspect Workforce Management that I don't like. Review collected by and hosted on G2.com.