Workforce Management
The right people, on the right shift, at the right moment.
Available now. Request a guided demo with one of our specialists.
Overview
What Workforce Management does
Workforce Management replaces the spreadsheet that most operations still plan with. Build forecasts from historical interaction volume, translate them into required staffing per interval, and publish schedules that respect contracts, skills, breaks and site rules.
Once the schedule is live, the operation moves. Agents request changes, supervisors approve or decline them, and adherence is measured against what was actually planned — so the conversation about coverage is based on data instead of memory.
- Forecasting & capacity planning
- Shift scheduling
- Adherence tracking
Key Benefits
Why operations adopt it
Plan with evidence
Interval-level forecasts based on your own historical volume, not a vendor average.
Schedules that hold up
Contract hours, skills, breaks, rest rules and site calendars are applied when the schedule is generated, not discovered afterwards.
Fewer escalations
Shift swaps, time-off requests and schedule exceptions follow an approval flow with a record of who decided what.
Adherence you can act on
Compare planned versus actual activity per interval and see where coverage is breaking before the service level does.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Volume forecasting
Build forecasts per queue, campaign or channel from historical data, with seasonality and manual overrides.
Capacity requirements
Translate forecast volume and handling time into required agents per interval, including shrinkage assumptions.
Shift and roster design
Define shift patterns, rotations, split shifts, breaks and lunches, then apply them to teams or individuals.
Skills and multi-site
Schedule by skill, language, queue and location so a single plan can cover several sites and time zones.
Agent self-service
Agents view their schedule, request time off and propose shift swaps from their own portal.
Approval workflows
Configurable approval chains for absences, swaps and overtime, with full history.
Real-time adherence
Compare scheduled activity with actual agent state through the connector layer and surface exceptions as they happen.
Coverage analytics
Planned versus required versus actual, by interval, team and site, with exportable reporting.
Use Cases
Where it is used
Seasonal demand peaks
Model a campaign launch or a seasonal peak before committing to hiring and overtime budgets.
Multi-site operations
Plan several locations and time zones in one view while keeping local rules and calendars intact.
Blended voice and digital
Plan capacity for agents who handle calls and digital channels with different handling profiles.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Connector for Asterisk-based telephony environments — one of several supported platforms.
Connector for AsterCDR interaction and call detail data.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Authenticate users and synchronise directory attributes from an LDAP service.
Federated sign-in against your corporate identity provider.
Scheduled import and export of structured files for systems without an API.
Period exports mapped to your payroll provider’s expected format.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
Related Products
Often deployed alongside
See Workforce Management in a working environment.
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