Manage your agents’ workflow with ease and ensure your operations team is most efficient with our hosted workflow management tool QUEUE MANAGER^SM.

If you have multiple locations or accounts, QUEUE MANAGER can help you save time and money by helping you:

• Manage and monitor SLAs and KPIs
• Reduce average handle times
• See historical queue volumes
• Improve agent productivity
• Optimize staffing levels
• Identify training needs and process improvements 
• Improve forecasting, billing and budgeting

QUEUE MANAGER sweeps the GDS queues and serves records to agents through a web-based interface. The tool can also manage other transactional tasks such as e-mails and phone calls, allowing you to distribute a variety of assignments to your agents across your entire operations. 

Functionality highlights:

• Delegates tasks based on customer, priority, agent skill sets, and our patent algorithm technology
• Combines a variety of tasks from multiple sources into one central place
• Balances workload amongst agents in multi-locations
• Captures non-automated processes like e-mail, phone, mail and special projects
• Real-time assessment of queue levels and trends
• Provides accurate reporting statistics and metrics

Manage your agents’ workflow with ease and ensure your operations team is most efficient with our hosted workflow management tool QUEUE MANAGER^SM.

If an agency has multiple locations or accounts, QUEUE MANAGER can help the agency save time and money through software that helps:

• Manage and monitor SLAs and KPIs
• Reduce average handle times
• See historical queue volumes
• Improve agent productivity
• Optimize staffing levels
• Identify training needs and process improvements 
• Improve forecasting, billing and budgeting

QUEUE MANAGER sweeps the GDS queues and serves records to agents through a web-based interface. The tool can also manage other transactional tasks such as e-mails and phone calls, allowing agencies to distribute a variety of assignments to agents across their entire operations.

Functionality highlights:

• Delegates tasks based on customer, priority, agent skill sets, and our patent algorithm technology
• Combines a variety of tasks from multiple sources into one central place
• Balances workload amongst agents in multi-locations
• Captures non-automated processes like e-mail, phone, mail and special projects
• Real-time assessment of queue levels and trends
• Provides accurate reporting statistics and metrics

Priority and Skill Set Routing
Management teams can assign agents to queues based on individual skill sets and account-specific knowledge. The tool manages the workflow based on the customer, the agent skill set or the queue priority.

Single Source Management
QUEUE MANAGER combines a variety of tasks from multiple sources into one central place, making it easier for your team to manage and be efficient.

Real-time assessment
Users have real-time assessments of queue levels and trends.

Agent Utilization TrackingThe tool tracks 98% of agent use so teams can reconcile paid hours with agent activities. The application provides categories for wok and paid-but-not-utilized activities, such as lunch and training breaks.

Discover contract savings, monitor performance goals and identify new opportunities. TRX Airline Contract Manager (ACM) levels the playing field, providing reports that help you track compliance with performance goals, quantify savings, identify gaps in existing programs and find more fitting carrier alternatives.

We acquire and consolidate your global travel data from a wide range of sources into TRAVELTRAX^®, our data intelligence tool, to:

• Evaluate contract parameters, including overlapping and competitive markets
• Map transaction data to specific contracts
• Analyze contract performance goals
• Provide full carrier discount analysis
• Measure compliance and spending patterns
• Benchmark and forecast savings