Contact Centre Scheduling

QStory’s WFM Scheduling software is designed to create and continuously refine optimized schedules and shift patterns for contact centers. It uses forecasted demand across all customer channels to build plans that meet operational needs while adapting in real time to changing conditions. The system supports both front-office and back-office environments, enabling seamless workforce coordination.

Features

• Forecast-Based Scheduling: Generates schedules from demand profiles or integrates with existing WFM forecasts.
• Real-Time Adjustments: Automatically updates schedules as conditions change throughout the day.
• Multi-Channel Support: Covers voice, chat, email, and field services.
• Risk Mitigation: Identifies and addresses threats to service levels and customer experience.
• Offline Activity Planning: Creates space for coaching, training, and other non-customer-facing tasks.

Capabilities

• Dynamic Shift Management: Adapts shift patterns to match live demand and operational realities.
• System Integration: Works with major WFM platforms and other enterprise systems.
• Back-Office Scheduling: Extends scheduling capabilities beyond traditional contact center roles.
• Vendor-Agnostic Architecture: Modular design allows flexible deployment alongside existing tools.

Benefits

• Improved Service Levels: Ensures staffing matches customer demand in real time.
• Operational Flexibility: Reduces scheduling rigidity and enhances responsiveness.
• Employee Empowerment: Supports better work-life balance through smarter scheduling.
• Cost Efficiency: Unlocks hidden capacity and reduces overstaffing or idle time.