Workforce Management

The right people. At the right time.

Forecast demand, build rosters around it, and see in real time whether the day is going to plan — in the same platform your team works in.

Start Free Trial

Forecasting & Staffing

Know how many people you need. Before you need them.

CSRScape forecasts expected contacts for every interval of the day from your own recent history, then works out how many agents you need to hit your service level.

Set your targets for service level, occupancy and shrinkage, and see straight away where your roster is short or over-staffed — interval by interval.

Interval forecastsAgents requiredService level targetsShrinkage & occupancy

Staffing · Tuesday

Phones · Forecast vs roster

80% in 20s

10a

11a

12p

Agents required Rostered Short

Team Roster

Week of 19 October · Published

Weekly view ▾

Team member

Mon

Tue

Wed

Thu

Fri

Ava

9–5

Off

9–5

Noah

10–6

Off

10–6

Priya

9–5

Off

9–5

Leo

Off

10–6

9–5

Ava · Monday

Phones

Break

Support

Lunch

Phones

Training

Rosters & Shifts

Plan the week. Down to the minute.

Build weekly rosters and publish them to your team. Each shift is made up of activities — phones, support, outbound, training, meetings and breaks — so everyone knows exactly what they should be doing and when.

Copy a good week forward instead of starting from scratch, and see straight away how changes affect coverage against the forecast.

Weekly rostersShift activitiesPublish to teamCopy weeks

Real-Time Visibility

See how the day is really going.

Live monitors show who's available, who's on a call, what's waiting in each queue and on each channel, and whether people are where the roster says they should be.

Move agents between queues as demand shifts, and track schedule adherence over time so plans and reality get closer every week.

Agent statusQueue monitorsChannel monitorsSchedule adherence

Live Monitor

Updated in real time

Live

Available

On calls

Waiting

Longest wait

1:12

Ava Bennett

Rostered: Phones

On call

Noah Ellis

Rostered: Support

Available

Priya Morgan

Rostered: Break

Break

Leo Carter

Rostered: Phones

Offline

How it fits together

Workforce, connected to the work itself.

Because rosters live in the same platform as your calls, messages and queues, forecasts use your real contact history, live monitors show real activity, and adherence and staffing flow straight into your analytics.