OnlineCockpit

Analysis and audit platform for workforce management

OnlineCockpit lets you see all the information on your current staffing situation at a glance, collecting and presenting the right data at any time.

Scheduling, Monitoring, Analysing, Responding

Planners are expected to quickly answer questions such as “What is the actual capacity utilisation of scheduled staff? Are the defined service levels being met? Is additional staff required, or is the shift overstaffed?” OnlineCockpit puts the planner in control by enabling him or her to perform a target-versus-actual analysis and assessment in real time, and to intervene when and where necessary. The intuitive user interface enables the user to adjust analysing and reporting features to current needs.

What good is a perfect schedule when reality deviates from it? This is where InVision OnlineCockpit comes into play. It is a monitoring tool that adds to the functionality of the other InVision modules, monitoring all data in real time and putting the planner in perfect control of the schedule and its management. The effect: better schedule maintenance, thanks to the simple and fast cause analysis in case of schedule deviations.

No matter if we’re talking about a contact centre, a point of sale in retail, the service desk of a car rental business, or the check-in counter of an airport: Optimal staffing is a critical factor in achieving customer satisfaction. On the other hand, a cost-conscious use of the resource ‘staff’ is necessary. OnlineCockpit will pinpoint overstaffing and understaffing incidences in real time, enabling the planner to get to the bottom of any bottlenecks or other issues. Using the convenient zoom function, each situation can be analysed in detail.

One Step Ahead at Any Time

Your advantage: An automated comparison of the requirement and actual values becomes possible – quick, simple, and expandable to encompass numerous data sources at a glance. This can be done not only with historical data, i.e. past days, weeks, or months, but also with real-time data. Current actual data can be imported from source devices such as call distribution systems, cash register systems, and punch-card systems, then be compared with target values. The planner can instantly identify discrepancies and take action way before things start to spin out of control.

That way, OnlineCockpit connects the scheduling aspect to the actual operative business – by providing a flexible analysis. It ties up the loose ends between scheduling and executive processes; new requirement curves can be generated and staff can be scheduled in a continuous optimisation process. The times you spent hours manually consolidating information that originated from multiple sources – they are a thing of the past. All analyses and reports can be assessed in accordance with your company’s guidelines, providing a sound foundation on which to base decisions. OnlineCockpit features the same authorisation concept that also applies to all other InVision modules. It enables the administrator to define what users or user groups are allowed to view certain business key indicators and who may access features and results.

Multiple-Site, Virtual-Style Monitoring

Key indicators such as productivity, scheduled versus actual data, staff and their skills, availability, transaction figures and sales goals can be assessed by groups or by shifts. It is equally possible to display, at the click of a mouse, activities such as break times, vacation, meetings, presence and absence, or training sessions. This will enable you to take action at short notice, for example in case of understaffing, to prevent an imminent bottleneck situation, by putting employees who are currently in training or on their break in charge of handling urgent tasks. In this process, you can monitor relevant key indicators centrally even across multiple sites.

Both the real-time analysis of key indicators and the historical evaluation of data will help you optimise your resources in the future. You can easily recognise whether the course of the day was scheduled optimally. Where breaks and trainings placed at the right times or could their placement be improved? Was the right number of employees with the required skills available at the right time? OnlineCockpit will deliver the information on which to base your fine-tuning so that scheduling can be improved continuously.

Using freely adjustable macros, previously defined border and threshold values can be monitored, alerting you as soon as they are no longer met. In addition, users can freely define combinations of parameters as well as key indicators that can then be contrasted and compared. That way, external circumstances, such as the weather, and events such as football games and vacation times can be taken into account when determining the number of staff required.

Flexible Structures for Individual Use

In the same way that business processes and market conditions have become increasingly flexible, analysing tools and reports must be scalable and customisable. OnlineCockpit has hence been designed as a “living” system which will grow at the pace of its workload. It features a flexible user interface which is intuitive and can be grasped quickly. Any key indicators that are relevant to decision-making can be freely defined and adjusted. Within just a few steps, you can create your own assessment tools and reports. You can choose whether you wish to view your data as a graph, a table, or a diagram. It is just as simple to define the time slots that you wish to analyse, and to map and connect the source systems. Using interface technology, OnlineCockpit retrieves target and actual data from a multitude of different data sources and systems in order to compare them. Schedule data stored in other InVision modules can be incorporated in this, too.

Securing Knowledge in Your Company

All data queries can be saved as a template and re-used. Their results can also be saved in Excel format. The knowledge will remain available in your company and can be shared with other parties and remote sites. In addition, you can use the reports to document the performance of your business processes. No matter if you are using data for internal monitoring purposes or for your external business efforts, you can track closely to what degree you are reaching the goals you have set for your company. OnlineCockpit is a fully integrated module that will be at the heart of all your monitoring processes related to workforce management.