Use case
Contact Center & Customer Care Workforce Management
Occupancy, coverage, shrinkage, and handle time for customer-care teams — measured at the desktop, not self-reported.
Workforce management in a contact center depends on numbers the agents themselves enter: dispositions, after-call work, status codes, case timestamps. When those are inconsistent, the forecast and the schedule inherit the error. Dataken measures the work at the desktop across voice, chat, email, and case queues, and reports the real handle time, occupancy, and coverage your WFM plan should be built on.
Measured at the desktop with OLi
What the Workforce Assessment measures.
- Real handle time per channel and case type, including after-contact work
- Occupancy and schedule adherence as performed, by hour
- Shrinkage versus the plan your WFM tool assumes
- Coverage against service level and SLA targets
- Right-sized headcount and a re-staggered schedule
- Desktop friction that inflates handle time — the lookups, re-keying, and screen hopping
Start with a scoping call.
Workforce Assessment: one team, up to 40 seats, 1–2 sites, 3 weeks of continuous desktop measurement, $12,500 fixed fee — credited toward deployment if you sign within 60 days of the readout.