Streamline frontline operations
Use Pathlight's WFO software to schedule the right number of agents at the right time to stay ahead of demand, improve customer experience, and reduce headcount expenses.
Pathlight provides the modern way to manage your workforce. Optimize your staffing needs across multiple channels. Auto-correct your staffing levels based on historical demand, schedules, and performance.
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Drop time-consuming spreadsheets. Build schedules in minutes.
Easily create, visualize, and publish schedules for multiple channels, timezones, and activities with an easy-to-use WFO scheduling interface.
Eliminate guesswork. Future-proof scheduling with AI.
Make informed staffing decisions. Leverage AI and industry-standard headcount prediction to forecast upcoming labor demands based on historical volume and performance.
Improve agent experience. Simplify attendance processes.
Allow agents to create, submit, and manage timecards from a single WFO interface. Manage approval processes and streamline payroll by integrating with your existing payroll systems.
Understand scheduling efficacy. Get realtime insights.
Tracking attendance and schedule adherence at the activity level to proactively mitigate inefficiencies and uncover insights to improve support operations.
With Pathlight QA, you get:
Omnichannel Support
QA conversations across chat, email, and phone.
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Custom Scorecards
Customize scorecards to meet your business and support needs.
Automatic Assignment
Assign tickets to graders based on tags, ticket status, and other fields.
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Root-cause Analysis
Drill down QA scores to identify specific interactions that caused poor CSAT.
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AI Assistance
Automatically detect sentiment, spelling and grammatical errors, and specific phrases.
Grade Sharing & Appeals
Automate grade sharing and ensure fairness through integrated appeal process
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Side-by-side view
View agent interactions and QA scorecards side-by-side.
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Score Correlation
Correlate CSAT with quality scores for individuals and teams.
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Annotations
Highlight specific text or interactions to deliver focused feedback.
With Pathlight QM, you get:
Omnichannel Support
QM conversations across chat, email, and phone.
Custom Scorecards
Customize scorecards to meet your business and support needs.
Automatic Assignment
Assign tickets to graders based on tags, ticket status, and other fields.
Root-cause Analysis
Drill down QM scores to identify specific interactions that caused poor CSAT.
AI Assistance
Automatically detect sentiment, spelling and grammatical errors, and specific phrases.
Grade Sharing & Appeals
Automate grade sharing and ensure fairness through integrated appeal process
Side-by-side view
View agent interactions and QM scorecards side-by-side.
Score Correlation
Correlate CSAT with quality scores for individuals and teams.
Annotations
Highlight specific text or interactions to deliver focused feedback.
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Performance Intelligence + QA
= Customer Service Success
Pathlight integrates QA with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.
Performance Intelligence + QM
= Customer Service Success
Pathlight integrates QM with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.
