Applications

Organizational Hierarchy

AIM Performance includes a model-driven hierarchy of your contact center’s organization. Through a single interface, your authorized users can instantly model, view or change staffing assignments or reporting structures. These changes can immediately re-align management assignments and responsibilities such as coaching or performance reviews.

AIM’s hierarchy includes sophisticated organizational modelling that tracks both current and previous agent assignments. This allows transparent management of promotions and demotions, and validates agent assignment changes in other operational systems. AIM Technology is the pioneer in developing and modeling complex hierarchies and has delivered this in the AIM solution since its inception.