Product
The whole loop, in one place.
Upload history → forecast & lock → generate & lock schedules → run the day in real time. Each module below is a link in that chain.
Forecasting
- Interval-level volume & AHT forecasts from validated historicals
- Requirements via a forward/backward, backlog-aware Erlang C engine
- Forecast locking & versioning: the immutable plan of record
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%
Scheduling
- Automatic generation against the locked forecast
- Interactive grid with live required-vs-scheduled coverage
- Edit guardrails, undo/redo, and an immutable lock
Reyes, M.
Santos, J.
Cruz, A.
Lim, K.
Tan, R.
08:00Required vs scheduled, predicted SL per interval23:30
Agent Experience
- My Schedule: mobile-friendly roster, requests and standing
- Performance-tiered shift bidding with full ranking transparency
- Swaps, leave with allocation slots, and absence tracking
Tier 1Top 20% · bids open nowscore 92
Tier 2Next 30% · opens in 2d 4hscore 78
Tier 3Remaining · opens after Tier 2score 61
Composite score: adherence 40% · QA 35% · AHT vs target 25%. Every agent sees their own breakdown.
Real Time
- O/R/P/A intraday grid with variance bands and a now-line
- Non-destructive intraday reforecasting
- End-of-day projection: SL and cumulative over/under FTE-hours
| 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
Security & Platform
- Row-level tenant isolation, tested in CI on every change
- Role & scope access control down to individual operations
- Full audit trail on locks, overrides and approvals
✓ own-org reads work
✓ cross-org reads return nothing
✓ cross-org writes rejected
✓ super-admin path explicit & audited
tenant-isolation suite · passing · every release
On the roadmap
Dashboards & Reporting Coming soon
Executive dashboards, historical reporting, and exportable operational reports.
Enterprise pack Coming soon
Enterprise hardening, advanced security posture, and scale readiness.