This powerful mix between a software program and an Excel spreadsheet allows you to create agent shifts (shift lengths, breaks, lunches, vacation time, team meetings, etc) to maximize call center coverage.

Customize your shifts to match your forecasts and arrival patterns, and see what times of days you need to hire for.
Break and Lunch Time maximizer adjusts your break and lunch times for you to maximize coverage
See predicted Service Levels and ASA based on current staffing levels.
Easily see and determine what times of days you are projected to be understaffed for your volumes, and what times of days you are projecting overstaffing.
Update schedules with PTO, team meetings, calling out sick, etc, and see how that impacts your staffing for the day all the way down to the interval level.
Determine intraday adjustments based on how volumes are coming in.
Huge amount of customization and familiar feel due to Excel’s open source
Easy reporting of assigned shifts to print out for agent use.
Compare actual staffing needs to forecasted.
Can schedule queues of up to 150 agents.

Save money and still hit your Service Levels by maximizing agent coverage, knowing how much PTO you can grant (preapproved or even same day), and what times of day you can pull agents off the phones for Team Meetings and Trainings. Be efficient and take more calls with less agents.

Can be used for either call, email, or chat volumes.

Please note, this piece of software is based in Microsoft Excel. You need to own Excel (sold separately) to use this file.

This product comes with a 45 minute video detailing creating schedules, intraday management, and how to use this product.

Upon completing item checkout, item can be downloaded immediately and/or via a link sent to your email address (up to 3 downloads according to licensing. Please reach out to us if you need additional downloads).

To see the difference between this lite version and the full version, be sure to check out this video below: