Workforce Management System

A Next-generation Workforce Management Solution for the Next-generation Workforce

Clarity by Uptivity is a contact center workforce management (WFM) solution that enables easy and efficient agent scheduling, staffing the right people, with the right skills, at the right time of day. We’ve designed an intuitive, user-friendly WFM tool that’s fully integrated with Discover, Uptivity’s workforce optimization suite, enabling the sharing of data among components and providing a comprehensive view of your entire contact center operation and customer interactions. Clarity is also available as a stand-alone workforce management product.

Clarity’s simplicity makes it an ideal solution for first-time users looking to quickly realize the benefits of a workforce management solution with comprehensive, yet easy-to-use workforce scheduling, forecasting and reporting capabilities.

Workforce Management Forecasting & Scheduling

Maximize service levels while minimizing costs by scheduling staff when and where they are needed most. Clarity’s powerful algorithms analyze historical data to identify and forecast call patterns. Schedules are then generated to meet service goals and ensure optimal coverage.

  • Single- and multi-skill forecasting
  • Forecast KPI metrics and over/understaffing levels
  • Integration with automatic call distributor (ACD)
  • Contingency schedule planning using your own "what if" criteria

Intraday Management

Making real-time decisions is a must for contact centers. Custom triggers in Clarity enable quick, decisive action by detecting issues before they impact service levels.

  • Real-time adherence
  • Real-time service level snapshot
  • Real-time forecast-to-actual call comparison

Agent Empowerment & Communication

Empower agents through self-service schedule requests to increase agent satisfaction, reduce attrition and reduce supervisor costs by leveraging automation.

  • Shift bidding
  • Shift swaps and time off requests
  • Stay connected 24/7

Workforce Management Reporting

Reporting within Clarity allows organizations to identify areas for operational improvements and cost savings. Visibility into staffing trends and performance provides the opportunity to uncover opportunities for streamlining labor usage.

  • Ad hoc reporting
  • Advanced schedule adherence
  • Advanced time & attendance metrics

Dashboards

Effective management relies on access to clear and concise data. Clarity delivers live operational data, so management can stay current with changing performance metrics.

  • Flexible delivery
  • Customizable views
  • Agent & team performance

External Integrations & Tools

Clarity uses the latest Web 2.0 standards, allowing for sharing of data with third-party applications. Maximize your existing infrastructure investments by leveraging pre-built integrations or export to common file formats.

  • Telephony integrations
  • Live data feed
  • Tablet support
UP the Game in Your Contact Center!

UP the Game in Your Contact Center!

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