Forecast call and contact volume accurately

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• Forecast call, chat, and email volumes using historical and real-time data.

• Anticipate peak periods and campaign-driven spikes.

• Plan staffing needs per queue, channel, and time interval.

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Staff the right skills at the right time

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• Estimate required number of employees to meet service level targets.

• Account for different agent skills, proficiency, and handling times.

• Allocate agents across queues based on demand and skills.

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Adapt schedules during the day​

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• Suggest intraday schedule changes when volumes shift.

• Rebalance over- and understaffed queues.

• Support shift swaps and short-term adjustments.

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Support planners and supervisors, don’t replace them

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• Suggest optimal changes, planners stay in control.

• Experiment with business rules to improve schedules over time.

• Balance efficiency with agent wellbeing.

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Supports skill-based routing, multi-channel operations, and local labor rules.