Automate shift scheduling, break management, and adherence tracking so you always have the right number of agents in the right place at the right time.
Many contact centres still manage schedules in spreadsheets, relying on planners to manually balance shift patterns, holidays, training, and real-time demand changes. The result is chronic over- or under-staffing, excessive overtime costs, and agents who feel their preferences are ignored. When demand spikes unexpectedly, there is no systematic way to redeploy resources quickly.
Planners spend hours building and adjusting rosters in spreadsheets that lack demand-aware logic.
Without accurate forecasting, shifts are either overstaffed (wasting budget) or understaffed (breaching SLAs).
Managers cannot see in real time whether agents are adhering to their scheduled activities.
Rigid scheduling with no self-service options leads to high attrition in an industry already plagued by turnover.
Purpose-built capabilities — not generic templates you have to work around.
Generate optimised schedules based on forecast demand, agent skills, contractual hours, and preference rules.
Track whether agents are in the correct activity — on call, on break, in training — and alert supervisors to exceptions.
Agents submit swap requests and holiday bids through a self-service portal, with automated approval based on coverage rules.
When actual demand diverges from forecast, the system suggests intraday schedule adjustments to maintain service levels.
Historical interaction volumes are analysed to forecast demand by interval, channel, and skill group.
The system generates optimised schedules that balance demand coverage, agent preferences, and contractual rules.
Agents view their schedules, request swaps, and bid for holidays through a self-service portal.
During the operating day, the system tracks agent activity against schedule and flags exceptions to supervisors.
When demand deviates from forecast, planners receive recommendations to redeploy agents or adjust break times.
Try these tools to assess and improve your operations.
SwiftCase can operate as your primary WFM scheduling tool for small-to-mid-sized operations, or integrate with enterprise WFM platforms like Verint or NICE to extend workflow automation around schedules they generate.
You configure the rules. Swaps that maintain minimum coverage can be auto-approved, while those that breach thresholds require manager sign-off.
SwiftCase supports short-term (intraday), medium-term (weekly/monthly), and long-term (quarterly) forecasting based on historical data and trend analysis.
Yes. The scheduling engine accounts for agents with multiple skill tags, ensuring the right blend of skills is available in every interval.
See how SwiftCase automates workforce management for your contact centre. Book a personalised demo.
