Right People, Right Time
Workforce management cu AI prezice volumul de apeluri și optimizează automat scheduling-ul pentru a menține service levels cu cost minim.
Demand Forecasting
Predicted vs Actual Call Volume
08:00
450 calls
09:00
780 calls
10:00
920 calls
11:00
850 calls
Predicted ActualForecast accuracy: 96.2%
Auto-Scheduling
AI Scheduler Input
- • Forecast call volume
- • Agent skills & certifications
- • Shift preferences
- • Labor laws & constraints
- • Break requirements
- • Historical AHT by skill
Optimization Goals
- • Service level: 80/20 target
- • Minimize overstaffing cost
- • Maximize agent satisfaction
- • Balance workload fairly
- • Meet skill coverage needs
- • Reduce overtime
Schedule View
| Agent | 08 | 09 | 10 | 11 | 12 | 13 | 14 | 15 | 16 |
|---|---|---|---|---|---|---|---|---|---|
| Maria P. | Calls | Lunch | Calls | ||||||
| Ion G. | Calls | Lunch | Calls | ||||||
| Ana M. | Calls | Train | Lunch | Calls | |||||
| AI Agent | 24/7 Available | ||||||||
Real-Time Adjustments
Volume Spike Detected
Current: 120% of forecast
→ AI recommends: Call 2 off-duty agents, extend 3 shifts by 1 hour
Low Volume Period
Current: 65% of forecast
→ AI recommends: Release 2 agents early, schedule training for 1