Track Shift Adherence Automatically Across Your Entire Agent Floor
Stop relying on manual sign-in sheets and self-reported timesheets. TraqNext captures the exact moment each agent starts and ends their session — giving you a complete, timestamped attendance record for every shift without any manual input.
- View every agent's shift breakdown — working time, idle time, manual time, and break time — in the Timeline view, updated continuously throughout the day.
- Centralise attendance records, leave approvals, and manual time adjustments across all shifts and time zones with the Time & Attendance module — no HR back-and-forth required.
- Agents receive an automatic notification if tracking stops unexpectedly during a shift — so missed sessions are flagged and resolved the same day, not discovered at payroll.
Know Who Is Available, On Break, or Offline — Right Now
Get a live view of your entire agent floor without constant check-ins. TraqNext's real-time dashboard shows which agents are actively tracked, who is on a break, and who has not yet started their session — all in one place.
- See each agent's productivity percentage alongside the apps and websites used during shift hours with the Activity Monitoring view — so team leads can distinguish real support work from unplanned personal browsing.
- Monitor remote and distributed BPO agents with the same visibility as in-office teams — no physical presence needed to manage availability across multiple time zones.
- Use User & Team Management to organise agents by team, shift, or client account — making it easy to filter availability by group and act quickly when coverage gaps appear.
Detect Idle Time During Shift Hours and Protect Your SLA Targets
An agent marked "available" but sitting idle affects queue management, service levels, and customer satisfaction. TraqNext detects idle time automatically — without requiring agents to self-report — so you can address it before it impacts delivery.
- Identify idle time from mouse and keyboard inactivity during tracked sessions, with per-agent, per-shift reports showing the exact minutes lost — no estimates, no guesswork.
- Use Anomaly Detection to automatically surface unusual patterns across your agent base — such as recurring idle spikes on specific days or productivity drops following certain shift transitions.
- Monitor agent wellbeing over time with Predictive Burnout Analysis — tracking fatigue signals from multiple dimensions so you can intervene before burnout drives attrition.
Automate Attendance Reports and Eliminate Payroll Errors
Every tracked minute flows automatically into TraqNext's reporting layer — so ops managers have clean, audit-ready attendance and overtime data without building it from spreadsheets.
- Access exportable work time, break time, idle time, and overtime records for every agent through the Insights & Reporting module — ready for client billing, compliance audits, or internal reviews.
- Set project-level and employee-level billing rates so tracked agent hours automatically calculate project costs — making BPO invoicing accurate and repeatable without manual calculation.
- Automate payroll calculations directly from tracked hours — removing the manual data-transfer step that introduces errors and delays in most contact center payroll runs.
How Call Center Time Tracking Works
Generic time tracking tools were built for freelancers and project teams who control their own timer. Call centers work differently — shift schedules determine agent availability, and the tracking system's job is to verify adherence, not just log hours. TraqNext's desktop agent captures time automatically from the moment an agent starts their session, recording work time, idle time, and breaks with precision timestamps.
The data syncs immediately to the web dashboard, giving ops managers a real-time picture of every agent across every shift. For enterprise BPOs with strict IT governance requirements, TraqNext is available as a full on-premises deployment — keeping sensitive workforce data within your own infrastructure.
The platform is GDPR-compliant by design and supports white-labelling for BPOs that deliver productivity reporting to their own clients. Setup takes minutes, tracking data syncs immediately, and dedicated implementation support is available for enterprise teams.
The data syncs immediately to the web dashboard, giving ops managers a real-time picture of every agent across every shift. For enterprise BPOs with strict IT governance requirements, TraqNext is available as a full on-premises deployment — keeping sensitive workforce data within your own infrastructure.
The platform is GDPR-compliant by design and supports white-labelling for BPOs that deliver productivity reporting to their own clients. Setup takes minutes, tracking data syncs immediately, and dedicated implementation support is available for enterprise teams.
