Infographic – Real-time work management explained

Infographic – Real-time work allocation explained


Work is captured from multiple channels and systems and assembled into a single queue


Each task is analysed and prioritised according to preset rules.


Tasks are associated with customer information held on back office systems (optional)


Tasks are automatically or manually allocated to the best resource according to backlog, skill and availability to meet SLA and other targets


Data is automatically collected on progress and employee activity to provide a real-time view of all operations


NEW – the benefits of eg operational intelligence suite now supports mobile workers via eg mobile


Real-time management information available for reports, alerts, notifications and dashboards also available on mobile devices via eg mobile


Real-time, historic and predictive management information is available for KPI measurement, process, team, individual and SLA performance. Information is also linked to eg forecasting for  forecasting and capacity planning

The eg operational intelligence software suite supports real-time work management and allocation monitoring and reporting on:-

  • all incoming work irrespective of its source
  • all back office resource availability, capacity, backlog / inventory, skills irrespective of location
  • end to end cases, process, individual, team and departmental performance

The key is real-time work management

Work received through multiple channels is analyzed and prioritised by type, priority and process time assembled into a single queue.

  • Customer information / attribute information is associated with each task via links to back office systems (optional).
  • The system can then ‘line balance’ by comparing the work queue with the available resources including mobile workers for optimum performance.
  • Tasks are then allocated automatically or manually by matching agent / team or mobile worker based on individual based on availability, competency (skills), workload / backlog and location.

Rich Management Information

  • Each task is monitored through the end-to-end process to measure and report against service level agreements, process and multiple performance indicators (KPI’s).
  • Real-time dashboards, management reports and audit trails are available to report on cost, quality, performance and to evidence compliance
  • Alerts, notifications and dashboards are also available to mobile and tablet devices via eg mobile

Forecasting, Audit Trails and Capacity Planning

  • Information is constantly gathered by the system to feed into the eg forecasting for future forecasting / capacity planning providing real-time, historic and predictive views for process and resource optimization.
  • Audit trails allow individual cases to be tracked showing how teams and individuals have adhered to processes for business and compliance alignment.

Learn More

Downloads & Resources

Browse our extensive library of downloadable resources to learn more about the software suite and it’s key components.

What would back office workforce optimisation ever do for me?

What would back office workforce optimization ever do for me?

The benefits of workforce optimization for the back office stretches across many roles and departments. Explore our infographic to view examples for each role and department.

eg mobile

eg mobile extends real-time work management to mobile workers and real-time management information to operations managers on the move learn more

Book a Demo or Free Site Survey

Ready for an online demonstration? Contact us to arrange a suitable time for a demo or a free site survey to calculate the guaranteed productivity gains from existing resources plus compliance and operational benefits the eg operational intelligence software suite would deliver to your organisation.


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