Call Center Scheduling Software
Optimize call center agent rotations and customer support with our intelligent tool.
Accurately align contact center agents with incoming call volumes
Scientific 15-minute interval forecasting (Erlang C)
In a contact center, call volume fluctuates constantly. Our software allows you to define staffing requirements in granular time intervals (e.g., every 15 or 30 minutes) to align perfectly with your call arrival curve using models like Erlang C. The goal: minimize customer wait times to meet your SLAs without creating costly overstaffing during off-peak periods.
Skills-based routing and omnichannel management
Your agents are not all interchangeable. The tool finely manages language skills (English, Spanish, German) and technical expertise levels (Tier 1, Tier 2 support, retention, billing). It dynamically assigns your cross-skilled staff (skill blending) where the need is most critical, ensuring every call, email, or chat message immediately reaches the right qualified representative.
Precision management of shrinkage and breaks
If the entire team takes their break at the same time, your Service Level collapses. The algorithm intelligently staggers and overlaps break times, lunches, coaching sessions, and briefings to maintain consistent coverage. It also factors in shrinkage (absenteeism, training) and manages part-time contracts to provide flexibility for your teams while maintaining operational output.
Benefits for your contact center
- SLA Improvement: Consistently achieve your answer rate targets (e.g., 80% in under 20s).
- Reduced turnover: Offer fairer schedules that respect work-life balance.
- Cost optimization: Calculate true staffing needs while avoiding idle agents.
- Streamlined intraday management: Instantly react to unexpected call spikes or network outages.
Automated Generation
No more hours spent on Excel. Our mathematical solver calculates millions of combinations to give you the ideal schedule in seconds.
Guaranteed Legal Compliance
Mandatory rest periods, daily shift spans, overtime quotas... AI natively incorporates all your legal and contractual constraints.
Fairness and Well-being
The algorithm fairly distributes challenging shifts (nights, weekends) and maximizes compliance with your employees' requests and preferences.
Frequently Asked Questions (FAQ)
Can we schedule based on call volume forecasts?
Yes, you can define your agent staffing requirements in time intervals (e.g., every 30 minutes) to align perfectly with your call arrival curve.
Does the software handle language skills?
Absolutely. You can configure skills by language or technical expertise level (L1, L2) to ensure optimal coverage across all your service queues.
How are part-time contracts and staggered shifts handled?
The algorithm takes into account each employee's individual contract (full-time, part-time) and generates schedules that respect their availability.
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