Product
One platform. One loop. Every number traceable.
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) · ASA ≤ 30s
erlang_c raw agents → 91
occupancy_cap 0.88 → 92
shrinkage 0.27 applied → required 126.0 FTE
scheduled 119 − OOO 4 → net 115 → predicted SL 72%
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.