Verint Monet WFO Reviews

You can check the status of the agent real time as the update is real time as well

Lacks information on what other details can be viewed and where to go

Use Verint as it can help you real time with your Workforce analysis and data gathering

Schedule Adherence and Login/Logout time data

I really like how the schedules are being displayed on a daily, weekly, and month-to-month basis. This really helps me to get the right schedule for my team in terms of coaching, training and team huddles. You can even export it to excel so that you can see it in a broader range of schedules and for the whole team. Also, monitoring their time stamp if they are logging on time with talkdesk.

Sometimes when im looking for my team schedules, when you click on the weekly individual then filter the Page break betwen employees, after you selected the name of the agent, and for some reason you need to change the type of report you need to select like from weekly individual to weekly condensed, the filter for the name is being refreshed and you have to select it again.

Very effective and easy to use for schedule managers.

Sometimes I'm getting the error like unauthorized user and you don't have access to log in, but it's being fixed when I'm clearing my cached after.

I can simply check the current status of the agents under my team, and at the same time, see all their schedules in a day on my end. What I always use on this tool is the real time adherence as I always want to make sure that my team is adhering to their schedules. It's also easy to check on my coaching/meetings/trainings schedule on both myself and agent's schedule. There is also an option to see what kind of off the queue activity would be for the plotted schedule to ensure that agent and myself know what to expect on the training/meeting/huddle that is scheduled for us. Another thing is, we can update the password on our end instead of calling helpdesk to ask for password reset. Overall, this is an AMAZING tool that I have used compared with the previous tool we used to have.

As a Team Manager, we don't have access to see the leave requests of our agents which would be more efficient for us instead of asking the agent to send another email request for us to be aware of the leave request. It's also a little hard to filter the search for agent's exceptions, and sometimes, it takes more than a minute to generate/view the report and download it as excel. When we filter by team, then filter by date, it will remove the filter by team and we need to start over. It would be very helpful if Team Managers would also have an access to agent's leave request and if we are also able to approve them .

I would highly recommend Verint to any line of business, as the data gathering of this tool is complete and concise, which every organization needs to have better performance and accurate reporting. This tool is a perfect tool for workforce management!

Seeing the adherence of the agents, and current status, so it's easier for us to call out someone when needed. We can also see the actual log in and log out of the agent which is useful for our attendance and adherence report. Forecast is something that is useful for me being a Team Manager as well, so we can plan ahead on the volume we anticipated. If I need to confirm if my agent is late or undertime,I can just check in the reports in Verint to see who are late and undertime which helped with the supporting document that is required in case I need to file an incident report for the agent.

Provides daily schedule, notifications for employees out of schedule

not user friendly, little clunky interface

workforce management

This is so great for me when I work because it tells me my exact break times so I will never forget. I will always know my schedule thanks to this.

Nothing. This is a great software program that our company uses.

We haven't experienced any problems yet. Just so easy to follow.

It's really cut and dry. A monkey could navigate the software and find the information they needed! It is aethetically pleasing and easy to read and follow! The color coded scheduling really helps. We have multiple states of work we have to be in, and the times/lengths change daily, so having the color codes keeps it easy to read and follow. It's pretty hard to get confused.

I have yet to find something I don't like about it, have been using it daily about 3 months now. The user interface is really easy to use, its honestly so straightforward that you can't really go wrong

Go for it! It's really a great software, simple and easy to use!

It DEFINITELY keeps your schedule neat and orderly, there's really no excuse to miss anything with as organized and color coded as it is!

It's easy to access my team schedule, adherence and planned leave request. Real time adherence is also updated so easy to see agents real time status.

Some of the reportings are separate from each other which I think can be combined with each other. Really have to explore to fully understand how it works. I hope that it will be more user-friendly.

Hope that app will be more user-friendly. If we can improve the interface, that will help as well.

Place where we can plot and see the schedule of everyone. It's helping in generating useful report for agents adherence.

Very easy to monitor and plot schedules for the entire month. All reports and staffing are viewable to ensure all details can be shared and reviewed. Forecasting is available with complete reporting. To be able to manage our staffing and ensure all coverage is met with the right headcount for incoming volume. We can even view work history to check and see the performance of our agents. To be able to customize reporting and have a range as to how you want to view the data you need.

I would like to suggest upgrading the interface and make it more user-friendly especially in the mobile version so it would not be tedious to utilize and view as to what you would like to see and be updated real-time. This is very important to us who is always on the go to be able to access this in our phones with a very good friendly interface that will make our jobs easier to monitor and access.

Utilize and master it first before judging it.

We are now able to access all adherence and make sure our agents are able to adhere to their scheduled breaks, meetings, and coaching session. We are even able to view this via mobile which makes it really usable and accessible on the go to monitor the entire team and see how everyone is doing. We can check on work history, metrics and all the details we need right now to see how we are leveling up.

All the information needed about schedules (PTOs, off-queue activities, etc) are available to us. Plus real-time status of the agents can be seen in one screen. And lastly, RTA and the stuff that we need to check such as log-in log-out, adherence and the like are available.

Is there any way that we will be notified once a PTO has been filed and if it was approved/denied? We will only know that it was approved or not once it has been plotted.

Can easily download files for a week's schedule, whether off-queue or anything. A month-long schedule is also possible and viewable on one page. It is also easy to navigate between pages, to view from one to another

From its modern interface I can keep a detailed control of my productivity, as well as report any eventuality that arises, what I like the most without a doubt is that I can self-manage many requests, it is a tool that has allowed the company to give a great leap in the process of digitalization and process automation.

It would be very good if some processes such as the request for contributions were simplified, since the system requires a large number of steps and authorizations to display the information, although this is undoubtedly faster that before, it is somewhat redundant, I think you can improve a lot in this aspect and make the experience much more pleasant.

With the help of Workforce we have managed as a company to optimize the processes and adminitrative procedures related to human resources, from this easy.to.use platform we can self.manage many requests that previously had to be done manually, such as requesting certificates, job references, permits, among others; Not only has this made it much easier to request documents that previously took days, but it has also improved productivity by spending more time on what is really important