Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

  • Improve schedule flexibility.
  • Enhance agent satisfaction.
  • Automate and optimize up to 80% of manual intraday management processes.

Built to work with IEX WFM Integrated, EEM automatically updates your system with any schedule changes it receives. It offers significant benefits for all contact center roles.

For example, EEM empowers agents to view and change their schedules from any browser or from an optional smartphone app. EEM tailors the schedule changes to the individual agent based on their WFM skillsClosed An employee's area of expertise. A skill can be fluency in a specific language or business skills, such as sales or technical support., preferences, and availability.

For supervisors, EEM provides a dashboard to keep an eye on agent login activity, schedules, and availability for schedule adjustments. It also has built-in instant messaging, so it's easy to communicate with agents, other supervisors, and WFM administrators.

WFM administrators can use EEM to analyze performance metrics and staffing level variances in real time. It can proactively recommend adjustments that might improve staffing.

For more information on Employee Engagement Manager, contact your CXone Account Representative. A minimum of 300 seats is required for this module.

Full documentation is available when you log into the application and launch help.