TELEOPTI CCC Employee Self Service
Lifestyle Scheduling for work-life balance
WORK-LIFE BALANCE is more than just a catchy buzz-
word, it is a key factor in increasing employee satis-
faction and retention, lowering sickness and abseteeism,
improving customer service and ultimately increasing
profitability. This balance comes through employee
empowerment and planning transparency made possible
by powerful tools to influence one’s working times and
ability to be a part of the scheduling process from prefe-
rences to shift trades and time-off requests.
Overview
The Teleopti CCC Employee Self Service kit consists of
the three modules, Agent Schedule Messenger, Holiday
Planner and Shift Trader which may also be purchased
separately. Together these tools aim to improve satis-
faction and empowerment through increasing staff in-
fluence on their schedules, measurably reducing admini-
stration of requests and increasing schedule adherence.
AGENT SCHEDULE MESSENGER
Kim needs to know if any changes have been made to
her schedule during the day and Ben likes to be reminded
of when to take his breaks or if one of his requests has
been answered by his supervisor. This is easily done with
Agent Schedule Messenger (ASM), a powerful real-time
tool to keep agents up-to-date with the days’ schedule,
help them adhere to breaks and activities, send messages
and collect replies. It is a small always-on-top application
that displays today’s shift (updated in real time with any
changes made by supervisors), as well as a visual display
of the current time and activity. It includes a reminder of
the next scheduled activity and the starting time, as well
as the possibility for the agent to receive messages sent
by a supervisor and to reply to them if needed.
Key Benefits
• Improved customer service from increased schedule • Automated handling of personal holiday balance for
adherence.
• Improved intraday planning and real time communi-
cation of schedule changes to the agents.
• Quick messages and updates to processed requests optimization results.
for increased transparency and responsiveness
to changes.
HOLIDAY PLANNER
Lisa wants to have next Friday off for a long weekend
with her family. John is looking to book a last-minute trip
to southern Spain, and needs to know immediately if he
will be able to have a couple of days off. With Holiday
Planner, agents can input their requests and get an
Key Benefits
• Immediate automated decisions on requests for time
off increasing agent satisfaction and empowerment.
reduced administration.
• Full multi-skill support and integration with scheduling
and other absence management for the best
SHIFT TRADER
Shift Trader allows agents to trade one or more shifts
and days off amongst themselves when certain business
rules are complied with. For example, Chris, who would
like to trade his Monday morning shift with one in the
afternoon, finds that John has a shift that would be more
suitable and sends him a trade request. John approves
the suggestion, and since the agents have similar skills
and shift lengths, the trade is processed automatically.
If supervisor approval is desired administrators can
define which skills should be evaluated and the allowed
difference between working times of the agents wanting
to trade shifts.

Key Benefits
• Greatly increased agent satisfaction through quick
trades between agents with or without supervisor
involvement.
• Dramatically reduced administration needs for shift
trades and change requests.
immediate answer without having to wait for a super-
• No impact on service levels or agent work times
visor to process the request. If service levels will not be
by configurable business rules regarding skills and
impacted, why not have the request granted automati-
shifts that can be traded.
cally! Holiday Planner greatly simplifies ad-hoc absence
requests for both agents and managers, as requests are
sent directly from the schedule view and can consist of
anything from hours off to one or more full days based
on the agent’s available absence allowance. Requests
can be granted or denied automatically if current staffing
is within defined thresholds compared to the forecasted
need or be put in a waiting list for manual processing.
Requests in the waiting list appear directly in the Schedu-
ler module, where the administrator can quickly handle
them based on seniority or other factors.

Improve today. Optimise tomorrow

Teleopti is the leading provider of solutions for strategic Workforce and Performance Management
as well as Telecom Expense Management. Hundreds of enterprises around the world rely on solu-
tions from Teleopti to attain optimal operational efficiency and provide the highest levels of service.
Teleopti, established in Stockholm, Sweden in 1992 operates through a comprehensive network
of partners.
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