Modern WFM for contact centers & BPOs

Workforce management your planners can actually see inside.

Forecast, schedule, and run your contact center intraday, with every number traceable and every agent in the loop.

app.surewfm.com/realtime · Voice · Customer Care

Interval	Orig	Rev	Proj	Actual	SL
09:00	412	412	–	418	82%
09:30	445	445	–	439	81%
10:00	460	486	–	491	74%
10:30	452	497	–	503	66%
NOW11:00	448	489	489	–	72%
11:30	431	468	468	–	75%
12:00	398	422	422	–	80%
12:30	376	391	391	–	83%

Projected EOD service level: 78.4% vs 80% targetCumulative: −6.2 FTE-hrs

app.surewfm.com/schedule · Week of 20 Jul

Reyes, M.

Santos, J.

Cruz, A.

Lim, K.

Tan, R.

08:00Required vs scheduled, predicted SL per interval23:30

We built this after years of running the Monday meeting, working the intraday desk and living in the spreadsheet.

Forecasting·Scheduling·Agent self-service·Real time

How it works

One loop, from history to right now.

Four steps. Each one locks a plan of record the next one builds on.

Upload history

Interval-level volumes, AHT and staffing, validated on ingest, bad rows surfaced, never silently swallowed.

Forecast & lock

Volume and AHT forecasts, requirements via Erlang C, then lock the plan of record.

Generate & lock schedules

Rosters against the locked forecast, with live coverage projection and edit guardrails.

Run the day in real time

Original vs Revised vs Projected vs Actual, reforecast mid-day, project the end of day.

Why SureWFM

What planners tell us they were missing.

Transparent math

Every forecast, requirement and projection carries its full working: Erlang C inputs, shrinkage applied, occupancy caps, engine version. If you cannot reproduce a number by hand from what is on the screen, we treat that as a bug.

calculation_trace · engine v2.4.1 · interval 11:00–11:30 volume 489 contacts (revised forecast) aht 312 s workload 84.8 erlangs target 80% in 20s (SL) · occupancy cap 0.88 erlang_c raw agents → 93 (SL 83.3%) occupancy_cap 0.88 → 97 (cap binding, 93 leaves 91.1%) shrinkage 0.27 applied → required 132.9 FTE scheduled 129 − OOO 4 → net 125 → 91 productive → predicted SL 73%

See the math →

One grid for the whole day

Original, Revised, Projected and Actual sit in the same grid. Reforecast at 11am and the end-of-day picture moves with it, without overwriting the plan of record.

app.surewfm.com/realtime · Voice · Customer Care

Interval	Orig	Rev	Proj	Actual	SL
09:00	412	412	–	418	82%
09:30	445	445	–	439	81%
10:00	460	486	–	491	74%
10:30	452	497	–	503	66%
NOW11:00	448	489	489	–	72%
11:30	431	468	468	–	75%
12:00	398	422	422	–	80%
12:30	376	391	391	–	83%

Projected EOD service level: 78.4% vs 80% targetCumulative: −6.2 FTE-hrs

See the intraday grid →

Agents can see their own standing

Self-service leave, shift swaps and performance-tiered bidding, where an agent can check exactly how their tier was worked out. It is part of the product, not a portal bolted on later.

My ScheduleWed 22 Jul · Tier 1 bidder

09:00–18:00
Voice · Customer CareConfirmed

Swap request
Fri shift ↔ Santos, J.Pending

Leave · 3 Aug
Annual · slot availableApproved

Bid window
Aug roster · opens to Tier 1Open

See the agent experience →

What comes in the box.

Erlang C engine

Forward and backward, backlog-aware for deferred channels, versioned for reproducibility.

Forecast locking

Locked forecasts are immutable and become the plan of record that feeds scheduling.

Schedule generation

Rosters generated against the locked forecast, with a draft → generated → locked lifecycle.

Edit guardrails + undo/redo

Hard and soft rules validated live, with full sequential edit history per schedule.

Partial regeneration Growth+

Regenerate only changed intervals; keep or overwrite manual edits via conflict review.

Shift bidding & swaps

Performance-tiered bidding with a cascade, plus agent- and scheduler-initiated swaps.

Leave management

Allocation slots, minimum-notice rules, approval workflow and slot charging.

EOD projection

Actuals-so-far plus remaining forecast → projected end-of-day SL and over/under FTE-hours.

Security

Tenant isolation, proven on every release.

Row-level security on every table. An automated isolation suite runs in CI on every single change to the database layer: cross-org reads come back blind, cross-org writes are rejected. Hosted in ap-southeast-1 (Singapore).

Read the security page

✓ own-org reads work
✓ cross-org reads return nothing
✓ cross-org writes rejected
✓ super-admin path explicit & audited
isolation suite · passing · every release

Pricing