"Call Center Scheduler helps us meet the changing demands of our customers. Thanks to this product we are able to schedule thousands of agents in multiple centers with various hours of operation at each location - while reducing costs
significantly."

Lance Morton - Director of Automation Southwest Airlines

Call Center Scheduler was created for two purposes, first to create software that will increase efficiency in call centers of all sizes. Second, to provide support to call centers for their supervisors who may not be workforce management experts.

Schedule Exception Tacking

Key Benefits
  • Improve Service Level
  • Increase outbound calling capability - and revenue generation
  • Identify agents who consistently do - and do not - adhere to schedules
  • Manage absenteeism
  • Conveniently handle shift trades
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Assign agents schedules
Schedule Agents to different workgroups or to a single workgroup in your call center using the shift assignment process. It is easy to do, simply import schedules from Call Center Scheduler and click on the shift to assign, and choose which agent will be assigned to that shift.

Exceptions to schedules
Each exception, for all agents can be recorded with just a few clicks. You can reassign breaks if your meeting is going to run into the scheduled break time for an agent. The reports for exceptions allow you to review any time period for a single agent, workgroup, or exception code. The reports are powerful and will help your supervisors manage absenteeism, training, and other offline activities.

Shift Trades
Record agents who trade shifts so that everyone knows who is supposed to be at work when, and to ensure that all data collected about each agent is appropriately recorded. Agents love this capability so they can gain flexibility in their schedules with shift trades.

Current Stats Screen
You can see how many agents are supposed to be online at any time of the day, and which agents are supposed to be working or on break, or some other offline activities they have been assigned. Update stats throughout the day to know what adjustments are necessary in order to meet service level for the day.

Reports
A host of reports can be pulled from Schedule Exception Tracking, they can be viewed, and printed in a clean and easy to read format, or they can be exported to Microsoft Excel for use in other formats

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