Workforce Management

Shift assignment with overlap + rest-period validation

The scheduler can't double-book an agent, can't violate their rest period, and can't ignore timezone. The system catches it at assignment time, not after the agent shows up at 6am for the wrong shift.

Intraday Adherence

sub-spec 23A

Real-time view of who's on shift, who's late, who's on a non-productive activity, and who's outside their schedule — with deviation alerts. Your floor supervisor stops walking the floor with a clipboard; team leads see the variance the moment it happens.

Demand Forecasting

sub-spec 23B

Forecast required headcount per LOB, per interval, using historical volume and target service level. Drives the schedule directly, so capacity planners stop running the same Excel model month after month.

Time & Attendance

sub-spec 23D

Punch in/out (web, mobile PWA, or kiosk), exception handling, supervisor approvals, and a clean export feed for payroll. T&A actuals also drive billable hours and SLA metrics elsewhere on the platform.

Schedule template creation, roster period generation, publish

Build the recurring shift pattern once, generate roster periods from it, publish to agents. New hires drop into existing templates automatically; you don't rebuild the schedule every Monday.

Required vs scheduled headcount with variance + alerts

Live view of required vs scheduled coverage per LOB and interval, with alerts when variance crosses your threshold. Coverage gaps get fixed before the SLA slips, not after.

Agent-initiated swap requests with eligibility validation

Agents request swaps with each other; the system validates skills, certification, hours, and compliance before letting the swap commit. Supervisors stop playing referee on Slack.

Schedule Optimization

sub-spec 23E

Greedy interval-filling solver that takes your forecast + agent availability + skills + compliance rules and produces a coverage-maximizing schedule. Your scheduler shifts from "build the grid" to "refine and publish."

Off-phone activity blocks (training, coaching, meetings, nesting)

Block agent time for non-productive activities cleanly — they show as "on training" not "missing," and the schedule + adherence treat them correctly. Coaching sessions and 1:1s stop being chaos.

Intraday OT/VTO offers with eligibility filtering

Push out overtime offers (when you're short) or voluntary time off (when you're over) to eligible agents based on skills, hours, and preferences. Replaces the supervisor calling around a phone tree.

Shift Bidding Marketplace

sub-spec 23G

Open shifts post to a marketplace; eligible agents bid based on your priority rules; the system awards them. Coverage gaps close themselves; you stop calling six people to find one who'll cover Saturday.

Agent Self-Scheduling

sub-spec 23K

Inside your guardrails, agents publish, claim, and trade shifts directly. Engagement up, supervisor admin down, and every trade goes through eligibility + compliance checks before it commits.

Shift bidding with priority rules + availability + blackout requests

Agents declare availability, blackout dates, and bid priorities; bids get awarded on configurable rules (seniority, performance, equity). Brings transparency to the schedule and reduces grievances.

Real-time Wallboards

sub-spec 23F

Floor wallboards (or web dashboards) showing live coverage, queue health, adherence, and SLA per LOB. Supervisors don't refresh five different tools to know what's happening right now.

Multi-Site and WFH

sub-spec 23H

Manage agents across sites and home arrangements, with cross-site borrowing (dual-manager approval) and WFH policy embedded in the site record. No spreadsheet tracking who's onsite/remote/hybrid.

Business Continuity and Emergency Rescheduling

sub-spec 23I

Declare an incident (storm, outage, surge), pick affected LOBs, the system reassigns to WFH-eligible agents and surfaces unresolvable cases for manual review. Storm-day scrambles stop being a panic in WhatsApp.

Labour Compliance

sub-spec 23C

Provincial rest-period, overtime, and meal-break rules enforced at schedule-creation time. Your scheduler can't accidentally publish a 14-hour shift; HR isn't reading legislation to catch infractions after the fact.

Workforce shift eligibility gates customer-conversation assignment

An agent on lunch can't get assigned a customer chat; an agent off-shift can't get pushed a ticket. The schedule is the source of truth for who's reachable, and routing respects it.