Starter · Part of Workforce Management
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.
For the operator
Agents submit recurring availability windows and one-off blackouts through the self-service view; bid awards run on the rule mix you configured — seniority, performance percentile, hours-equity, first-bid — and apply consistently across the agent base. The award explanation is visible to the agent who got it and the agent who didn't, which is the difference between a perceived-fair and perceived-arbitrary decision. Schedulers stop hand-arbitrating awards across competing requests.
Business impact
Schedule grievances are the leading source of supervisor-time loss to interpersonal triage and the second-leading driver of voluntary attrition behind compensation. Transparent rule-based awarding removes the perception of favouritism that drives both, and the time-saved-per-supervisor scales as you add LOBs. It also gives the executive sponsor a defensible answer when the works council or the union asks how scheduling decisions are made.