TECHNOLOGY > LEARNING

New Version of WFO Software

ATLANTA—May 17, 2006—More tightly integrated functions across quality monitoring/full-time recording, workforce management, performance management, and e-learning are among the features Witness Systems said it has added to its Impact 360 workforce optimization solution.

More specifically, the company said in an announcement that the additions include deeper e-learning process integration, targeted learning from key performance indicators (KPIs), one-touch drill down from scorecards to schedule adherence, and the addition of an ad hoc reporting data model for performance management.

“These integrations help our customers make better decisions faster by streamlining processes and providing access to information that is difficult, if not impossible, to access through independent applications,” said Nancy Treaster, senior vice president for global marketing.

For instance, according to the announcement, users can drill to adherence management details from adherence KPIs within the performance management software—providing a level of visibility that can enable managers to diagnose causes of adherence issues and drive changes in processes or behaviors. In addition, simpler cross-functional decision making is reportedly made possible by defining performance management metrics to a single customer reporting data model.

www.witness.com

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