AI-generated insights for the workforce
Pega Workforce Intelligence
After the acquisition of Openspan, I led the redesign effort of Pega Workforce Intelligence which identifies key behavioral insights that can be used to improve call center productivity, workforce effectiveness, and employee engagement.
Manager dashboard
The Manager Dashboard gives a summary of call center employee productivity, broken down by department, individual employee, and detractors. A production score and suggestions are system generated to help increase team output.
Employee details
A manager can see all the details where a call center rep spends their digital time. This, along with the automated improvements, gives them ideas to how they can coach the employee to be more productive.
Ways to improve
This is a searchable database of all automated improvements generated based on employee activity. There’s an estimated cost savings for implementing the improvement to help prioritize action.
Improvement details
More specifics about an automated improvement. How much time and money savings it could produce, breakdown of where it is occurring by department, user, and application.
