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The right number of people, every half hour.

Workforce management forecasts your volume, works out how many agents you need and builds the schedule. Then it follows the day as it happens.

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Workforce management: the volume forecast and how accurate it is

What it does

Works with the Agent Desk, or on its own with your own history.

  • Forecast

    Volume and handling time by 15, 30 or 60-minute interval, from your history or the Agent Desk.

  • Staffing

    How many agents you need in each interval, from your service target, absence allowance and handling time.

  • Schedules

    Rosters and shifts within your opening hours and shift rules.

  • Coverage check

    See where the schedule is short or over, interval by interval.

  • The day as it happens

    Schedule adherence per agent, forecast against actual, and an alert when a queue is short.

  • Exports

    Forecasts, staffing and schedules in Excel or CSV.

1,500 credit ($15) per weekly schedule, and 2,500 credit ($25) more when it is built from the forecast. There is no price per agent.

See full pricing

Works well with

Agent DeskOne screen for your team, with a suggested reply for every message.Customer experience analysisShows why customers are unhappy and what to fix first.

Try it on your own procedures.

Set it up from the documents you already use to train new advisors, and see your own results before you pay.

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