Great for a less complex contact center focused on short-term scheduling
Use Cases and Deployment Scope
We leverage the tool for about 100 agent schedules in an inbound / outbound center. We use the tool for inbound interval level forecasting, scheduling and some high level capacity planning
Pros
- User friendly for schedule updates
- Easy standard reporting
- Good integration with Salesforce
Cons
- Lack of outbound call forecasting
- Multi-skill environment overly inflates staffing need
- Manual shift bidding that only works if the agent does not have anything scheduled for the day
Likelihood to Recommend
Scenarios in which contact center has clear capacity planning and forecast outside of the system. Does not need any customized reporting