Schedule Optimisation

QStory’s Optimisation software is an AI-powered solution designed to continuously refine contact center schedules. It ensures that staffing aligns with real-time demand while proactively identifying opportunities for offline activities such as training and coaching. The system minimizes manual intervention and maximizes operational efficiency by automating reforecasting and schedule adjustments.

Features

• Continuous Reforecasting: Hundreds of algorithms constantly analyze live data to update schedules.
• Automated Scheduling: Dynamically allocates agents and offline tasks based on demand fluctuations.
• Queue Management: Automatically shifts agents between queues to maintain service levels.
• Schedule Fit Optimization: Enhances alignment between agent availability and customer needs.
• Real-Time Updates: Instantly rolls out changes while keeping integrated systems synchronized.

Capabilities

• Shrinkage Reduction: Identifies and utilizes hidden capacity to reduce overstaffing and idle time.
• Offline Task Planning: Schedules coaching, training, and one-to-ones during quiet periods.
• Agent Request Automation: Approves agent schedule changes when they don’t impact service delivery.
• System Integration: Works seamlessly with existing WFM platforms and other enterprise systems.

Benefits

• Improved Efficiency: Reduces administrative workload and manual approvals.
• Enhanced Agent Experience: Offers flexibility and development opportunities without compromising service.
• Cost Savings: Lowers shrinkage and cost-to-serve by optimizing resource use.
• Service Reliability: Maintains high service levels even during demand spikes or unexpected events.