Integration with Genesys Cloud

From now on, our systems will receive status changes for Genesys Cloud agents directly via AWS EventBridge, which will be managed in the agent status machines. Thanks to this integration, our workforce management platform reflects every status change in the call center in real time.

Benefits of Continuous Data Connectivity

Targeted Alerts in Case of Deviations from the Schedule

The system automatically alerts you if an operator:

• Is late for the start of their shift
• Works unauthorized overtime
• Works on a day off
• Is late for their scheduled break
• Fails to take their mandatory break

Managers are immediately notified of any irregularities, allowing issues to be addressed before the end-of-day settlement.

Real-time break scheduling break scheduling in accordance with legal requirements

The breaks are scheduled by taking into account the current call queues, while complying with the rules on work breaks stipulated by the Labor Code (e.g., the mandatory 20-minute break for work shifts exceeding 6 hours).

Operators can take breaks when traffic allows, but the system ensures that no one is left without the rest period guaranteed by law.