Call Center Scheduling Software

AgentTime Call Center Scheduling Software

Workforce management software vendors continue to ignore small and medium sized contact centers and focus on offering software costing $50,000.00 or more. Such prices tags are simply out of the question for many centers: AgentTime now provides an affordable and realistic off-the-shelf call center scheduling solution. 

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 work week.

AgentTime Scheduler
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AgentTime includes Portage's powerful Call Center Designer and SimACD call center 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.

 
Scheduling Method
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. AgentTime's scheduling algorithm then creates optimal schedules based on the requirements and the profiles of the available agents. Shift assignments include inbound or blended phone duty, email, automated optimal placement of lunches and breaks, meetings, training, and other work activities.

Flex-Shifting
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 in blended and multi-work centers.  Tasks like outbound calling, email follow-ups or chat are optimally placed on a time period by time period basis.  If desired, agents can be set to switch back and forth from inbound handling to outbound and other work to create the most optimum schedule possible

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.

Reporting
Included with the software is the AgentTime Agent Schedules Publishing Tool which allows you to publish 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 their agents.  All Call Center Designer, SimACD and AgentTime calculations may be exported to Excell for familiar looking custome reporting and graphs.

The new AgentTime Scheduler, combined with our existing Call Center Designer and SimACD staffing engines, provides the best 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. 
 

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