Starter · Part of Workforce Management
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.
For the operator
When real-time coverage drops below threshold — flagged in the capacity planning view or the wallboard — you launch an OT offer pre-filtered to eligible agents (under hours cap, on the right LOB skill, opted-in for OT). When you're over-staffed, the same flow goes the other direction: voluntary time off offered to agents who'd take it and won't violate minimum-hours guarantees. Acceptance updates the schedule and the routing layer atomically.
Business impact
Intraday coverage adjustments are the leverage point that determines whether a forecast miss costs the day's SLA or doesn't. Replacing the supervisor's phone tree with eligibility-filtered self-service reduces the gap-to-fill cycle from 30+ minutes to under five and removes the supervisor's discretionary bias in who gets the OT call (which is itself a litigation surface). Better fill rates on overtime offers also reduce the dependency on premium-pay last-minute fills.