Workforce management
The right people on shift, per channel
Forecast the work from your own history, turn it into the staff each interval needs, build schedules that keep your rules, and see adherence through the day.
From forecast to floor
Forecast
Volumes per queue and channel in 15, 30 or 60-minute intervals, from the same weekday and interval in past weeks with a trend.
Staff
Erlang C for voice, concurrency for chat and messaging, backlog for e-mail and tasks, with your shrinkage.
Schedule
Shift templates, each agent's availability, weekly hours and rest, published to agents in the console.
Track
Adherence and conformance per agent for the day, with exceptions after a grace period.
Details that matter
Forecasts you can judge
Each forecast is backtested against the previous week, and its error is shown beside it.
Schedules that keep the rules
The schedule builder never breaks availability, weekly hours or rest, including against shifts already published.
Shift swaps
An agent offers a shift, a colleague accepts, a supervisor approves, and the swap is checked again at approval.
Agents see their own shifts
Shifts, swap offers and their own requests, from the console.
Questions about WFM
How accurate are the forecasts?
That depends on your data, so each forecast shows its own backtest error (MAPE) against the previous week. You can judge it before you schedule from it.
Which channels can be forecast?
Every queue and channel that carries work: calls, chats, messages, e-mail and tasks, each with the staffing model that fits it.
Is every change recorded?
Yes. Forecasts, schedules, publications and swaps are audited.