Contact Center Scheduling and Forecasting Functionality

What are the key functional components of a scheduling and forecasting solution for a contact center? Here is a quick overview:

  • Forecasting: Ability to run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from your ACD system.
  • Scheduling: The scheduling module should incorporate all call types and other call and non-call related activities to generate staffing schedules that optimize a wide range of factors, including agent availability, skills, holidays, breaks, training and service levels.
  • Exception handling: Integrated exception calendar to simplify scheduling of agent exceptions such as time off and one-time or recurring training meetings.
  • Real-time adherence: Ability to compare planned agent activity to actual activities throughout the day, as well as real-time views of forecast and actual call volumes, handle times and other key performance indicators.
  • Intra-day management: Graphical display of agents’ schedules with drag-and-drop functionality to quickly manage breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly, and display surpluses and shortages for each time period of the day.
  • Agent – supervisor collaboration: Enables easy and efficient agent-supervisor interaction and collaboration, such as exceptions, schedule bids or swap requests and critical reports. Agents get empowered to be more directly involved in the scheduling process by entering exceptions or bids and viewing their schedules at any time.
  • Configuration & administration: Ability to set up unlimited number of center splits or agent groups, each with its own set of service objectives and guidelines. Management of multiple sites and time zones. Ability to set hours of operation by day of week, and service level goals down to 15-minute intervals if desired.
  • Metrics and reporting: Ability to report and analyze all agent activities including their schedule adherence and key performance indicators. Managers need to get actionable insights through tools such as call center dashboards, Key Performance Indicators (KPI) and real-time alerts.

If you are interested in seeing a solution in action, please take a look at a contact center forecasting and scheduling demo on our website.

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