Workforce Management Software, Call Center Scheduling Software & Call Management Software - Call Center Scheduling Software

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Call Center Scheduling Software - From $3900.00

AgentTime Scheduler

An intuitive user interface allows the call center manager to create optimum weekly schedules, and to easily modify them based on personal knowledge and ongoing day-to-day changes in operations. A key goal in the design of AgentTime has been to make sure the user is not locked into blindly accepting any given schedule created by the system. They can modify shifts and activities such as breaks, lunches, meetings, and training periods on the fly to immediately see the effects on required vs. scheduled agents for all time periods of the workday.

Click to enlarge

The growth of small and medium sized centers with less than a hundred agents has been phenomenal in the last ten years. Determining the right number of agents and scheduling them quickly and optimally actually becomes more critical for smaller agent groups. Other workforce management system vendors have ignored this segment of the market and continue to focus on offering software costing $50,000.00 or more. Such prices tags are simply out of the question for many call centers: AgentTime now provides them the affordable and realistic off-the-shelf scheduling solution.

AgentTime includes Portage's powerful Call Center Designer and SimACD staffing software. These two modules are used to calculate optimal agent levels for each time period for each workday within a workweek. Call Center Designer tells managers how many staffed agents and inbound lines they need for each time period in the workday as well as predicting important performance statistics using well established Erlang formula's. SimACD allows managers to test and try out different numbers of agents and inbound lines in a computer simulated automatic call distributor (ACD) before actually implementing them in the call center.

AgentTime accepts the optimal agent requirements created from either Call Center Designer or SimACD to then assign agents to work shifts based on their availability, priority and preferences. The user creates shift definitions, a database of agents describing the shifts they are available for in order of preference along with their hire dates and rank, and finally assign them to work days. AgentTime then creates optimal schedules based on the requirements and the profiles of the available agents. Shift assignments include phone duty, lunches, breaks, meetings, training, and other work activities.

Our new Flex-Shift optimization performs a second optimizing pass through the agents' schedules to make the total agent group schedule even more closely match up with the agent level requirements.

AgentTime is a stand-alone product where call volumes and average lengths are either pasted in from ACD reports or entered manually, and then modified as needed.

Included with the software is the AgentTime Agent Schedules Publishing Tool which allows you to print or put your schedules into HTML and Excel formats. Your agents can then go to your server drive or a website and view their daily and weekly schedules online. Managers can also email Excel based schedules to the agents. Schedules may be printed in either black and white or color formats.

The new AgentTime Scheduler, combined with our existing Call Center Designer and SimACD staffing engines, provides the first complete and off-the-shelf workforce management system for small and medium sized call centers that requires no special training or complex installation and maintenance costs.

AgentTime Scheduler 4.0 with Call Center Designer and SimACD:
Maximum Agent Group to Schedule	Price (per copy)
Up to 50 Agents	$3,900.00 USD
Up to 100 Agents	$6,900.00 USD
100+ Agents	$9,900.00 USD