Contact Center Scheduling Benefits
Read on to find out about the benefits of Contact Center Scheduling in skill-based schedules, automated schedules, customized agent schedules, accrual-based time-off planning, employee information management, and reporting.
FEATURE	DESCRIPTION	BENEFIT
Skill-based schedules	You can schedule agents based on the skills required for the shift.	Enables you to ensure coverage and service levels are met by having the right agents logged in at the right times.
Automated schedules	You can auto-generate schedules based on forecasts from past contact center performance and business rules.	Enables you to save time that would have been spent manually scheduling agents, and to avoid costs and payroll expenses incurred by scheduling too many agents.
Customized agent schedules	You can create and distribute customized schedules based on agent availability and assigned shift	Enables you to create schedules tailored to the needs of individual agents. Increases employee morale and reduces turnover by ensuring flexible and consistent schedules.
Accrual-based time-off planning	Automatically tracks agents hours and accrued time off.	Ensures agent time off is tracked and scheduled for minimal impact on contact center staffing levels, operations and service-level objectives.
		^ back to the top
Employee information management	You can store employee skills, hire dates, payroll rates, addresses and emergency information with employee profiles.	Ensures employee skill set is on file for skill-based schedules. Ensures quick access to pertinent employee information.
FEATURE	DESCRIPTION	BENEFIT
Reporting	You can print reports on scheduling, budgets, and payroll rates.	Ensures you are informed of all aspects of contact center workforce management.
		^ back to the top