Automated In-take Scheduling
The system automatically assigns service requests
to available resources. Each qualified worker is assigned
only those services for which they are qualified.
The qualified worker can Start, Complete, Pause, Resume,
Cancel or Decline service requests. When a request
for service is received, the system finds the next
available qualified worker, or the next available
appointment time for a specific qualified worker.
Requests for service may include walk-in traffic,
phone, email, field interviews, etc.. Appointments
and schedules are estimated based on standard durations
defined for each service task.
Management is able to see who the worker is with
and any pending appointments. Management may override
the assignments and control the workflow.
Client data can be accessed and brought into the
system from a varitety of interfaces including the
County or State systems. This enables the Qualified
Worker to perform searches on full or partial phone
numbers, names, social security numbers or any assigned
agency number. Once the data is in the system security
controls who can access which reports and functions,
in addition to the data accessible to them
Task Management
StaffPro includes a robust set of tools to support
a variety of interfaces to and from customer data,
accounting or other internal systems. Once the data
is in the system, end users access the information
through a browser window controlled by the security
subsystem. Security controls who can access which
reports/functions and the scope of data accessible
to them. Administrative functions are also browser-based
and closely controlled through security setup. All
service offerings and the specific tasks are defined
in the database with no limit to the classes of service
and specific tasks.
This allows staff to define services, activities,
availability, and standards through simple to use
administrative screens.
- Notification, tracking and escalation of appointments
- Track appointment time, actual start time and
actual end time
- Tiered escalation of late appointments
- Automatically assigns service requests to available
resources
- Appointments and schedules are estimated based
on standard durations defined for each service task
- Workers can Start, Complete, Pause, Resume, Cancel
or Decline service requests
- Schedule Management System matches clients to
assigned workers when required
- In/Out board with historical tracking and reporting
- Full day summary screens to see appointments for
workers by service, clients or departmental employees
Reporting
StaffPro provides comprehensive and targeted reporting
that is delivered through a browser based interface
available at all levels of the organization. The security
subsystem allows you to control who can access which
reports and the scope of data a given user can see.
Predefined Reports
- Activity by Worker - Shows all the tasks performed
by date and class of service, including the name
of the client, appointment time, actual start time,
duration and current status.
- Activity by Client - Shows a summary of services
performed for each client with the task and agent.
- Activity by Service - This report is similar
to the Activity by Agent Report, but is organized
by class of service rather than by agent.
- Task Summary - Summarizes each class of service
and specific task by date. The report shows the
number of times the task was performed, average
wait time, average duration and the established
standard duration.
- Worker Availability - Shows each agents base availability
and exceptions by class of service.
Each user can retrieve previously requested reports
with a single click
Custom Reports
Because of the powerful reporting engine, it is straightforward
and cost effective to add any number of custom reports.
The nature of these reports is only limited by the
information available. Tools provided with NetXed
Reports make it feasible to access data from a wide
variety of sources.
Enterprise Reporting
Enterprise reporting means that you can add reports
for any department or application to the system: Accounting,
Compliance, Human Resources, etc. The dynamic menu
and security architecture let you effectively manage
report distribution and access. Distributing information
has always been a challenge in any business that must
support multiple departments, offices and functions.
Report generation is designed so it can be implemented
in small, easy-to-manage steps. Because it shares
the interface with StaffPro and is browser-based,
the training requirements are reduced. Users quickly
learn that they can get exactly the information they
need, when they need it, without relying on anyone
else to provide it. Instead of thinking about information
in monthly cycles and snapshots, it is possible to
move towards a much more dynamic model.
Performance Management (PM)
Performance Management allows you to both reward
excellence, correct problems, and/or identify training
opportunities. Management defines criteria to aid
in measuring a worker's performance. PM helps you
improve the quality of the worker's performance along
with the increase in productivity provided by the
rest of StaffPro.
- Track numbers of activities, services and clients
handled
- Measure wait times
- Define scorecards on multiple criteria
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