Schedule 50-200+ contact center agents across inbound, outbound, and tech support teams. Handle peak call times, manage skill-based routing coverage, track agent adherence, and fill gaps when agents call off sick.
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Managing 50+ agents across multiple shifts is complex. XShift AI makes it simple.
Call center scheduling software handles 80+ agents across Tier 1, Tier 2, and supervisor shifts for 24/7 coverage. Contact center workforce management requires more agents during peak call hours (9am-12pm, 1pm-4pm) but can't afford overstaffing during slow periods. Spreadsheets don't account for agent skill levels or queue routing needs.
Three agents call off sick Monday morning at 8:30am. Your Monday rush starts at 9am. 24/7 contact center operations face challenges when agents call off. You're frantically texting everyone to find coverage while your queue times are climbing and SLA targets are at risk. Call center forecasting and scheduling becomes critical during peak volume—average handle time increases because remaining agents are overwhelmed.
Some agents always get weekday 8am-4pm shifts while others are stuck with every Saturday, Sunday, or overnight graveyard shift. On call scheduler systems help prevent unfair rotation, but manual scheduling lets senior agents cherry-pick desirable slots. Scheduling software for call centers tracks weekend distribution to prove fairness. New hires complain about unfair treatment and quit within 3 months. Hard to prove fairness without tracking data.
With 100+ agents, manually tracking who's approaching 40 hours is impossible. Call center workforce optimization software prevents overtime by tracking hours in real-time. Some agents hit 50+ hours before you realize. Call center workforce management software tracks schedule adherence—without it, agents clock in late, leave early, or take extended breaks. Payroll disputes happen monthly because timesheets don't match schedules.
Matching real features to real call center problems
Scheduling 80+ agents across Tier 1, Tier 2, and supervisor shifts for 24/7 coverage. Need more agents during peak call hours but spreadsheets don't account for agent skill levels or queue routing needs.
Three agents call off sick Monday morning at 8:30am. Your Monday rush starts at 9am. You're frantically texting everyone while queue times climb and SLA targets are at risk.
Some agents always get weekday 8am-4pm shifts while others are stuck with every Saturday, Sunday, or overnight graveyard shift. Senior agents cherry-pick desirable slots. New hires quit within 3 months.
With 100+ agents, manually tracking who's approaching 40 hours is impossible. Some agents hit 50+ hours before you realize. Payroll disputes happen monthly because timesheets don't match schedules.
Real call center scenarios showing how XShift AI solves daily scheduling challenges
8:15am: Three Customer Service agents call off sick for their 9am shift. Peak call volume starts in 45 minutes.
What happens: Each agent submits call-off in XShift AI. System sends emails to all 47 available agents. Two agents accept within 10 minutes.
Result: Coverage filled by 8:25am. SLA targets maintained. No frantic phone calls.
The task: Schedule 120 agents across Customer Service, Tech Support, and Billing queues for next week. Need 24/7 coverage with fair weekend rotation.
What happens: Manager creates shifts for all queues, sets required counts. Clicks auto-assign. System assigns all 120 agents in under 2 minutes considering PTO and fairness.
Result: Full week scheduled in 10 minutes (vs 6 hours manually). Fair weekend distribution.
Thursday 2pm: Operations manager needs to verify which agents are approaching 40 hours before scheduling Friday/Saturday shifts.
What happens: Opens Hours Report. Sees 8 agents already at 38+ hours. Avoids scheduling them for weekend. Prevents unexpected overtime costs.
Result: $2,400 saved by preventing 8 agents from hitting 10+ hours overtime.
Tuesday: Sarah needs Friday off for her daughter's recital. She has a Friday 2pm-10pm Tech Support shift.
What happens: Sarah requests swap with Mike who has Friday off. Mike accepts. Manager gets notification and approves. Schedule automatically updates.
Result: Swap handled in 15 minutes. Zero manager involvement needed. Sarah gets her day off.
Issue: Agent claims he's been scheduled for 6 weekends in a row while others got time off. Threatens to quit.
What happens: Manager pulls up past 8 weeks of schedules. Data shows agent worked 4 weekends, others worked 3-5. Fair rotation proven with data.
Result: Dispute resolved in 5 minutes with data. Agent sees fairness. Stays on team.
Question to AI: "Which shifts next week still need coverage and which agents are available?"
AI Response: Lists 3 unfilled shifts (Wed 2pm Tech Support, Fri 6pm Billing, Sat 10am Customer Service) and 12 available agents not yet scheduled.
Result: Manager assigns the 3 shifts in under 2 minutes. No manual searching through spreadsheets.
Watch how AI Copilot handles real call center scheduling challenges with natural language commands
8am Monday: 5 Customer Service agents call off sick. Peak call volume starts at 9am. Manager types "Who can cover morning shift today?" into AI Copilot. AI finds 8 available qualified agents, sends instant notifications, 5 agents accept by 8:05am.
Result: 5 minutes vs 90 minutes of texting. Saved 85 minutes. SLA targets maintained.
Manager types "Generate schedule for next week." AI creates full 7-day schedule for 120 agents across Customer Service, Tech Support, and Billing queues. Respects PTO, ensures 24/7 coverage, distributes weekends fairly.
Result: 30 seconds vs 6 hours manually. Saved 5h 59min 30sec.
Agent disputes weekend fairness. Manager enables Fair Rotation mode. AI mathematically distributes weekend and night shifts evenly across all 120 agents. Historical data proves distribution is fair within 1 shift of perfect equality.
Result: Zero fairness complaints vs 4 hours/week handling disputes. Saved 4h/week.
Manager asks AI Copilot "Analyze peak hour staffing patterns." AI shows Monday-Wednesday 10am-12pm is understaffed with average 85-second wait times. Recommends adding 3 agents to those shifts to hit 30-second SLA target.
Result: Instant insights vs 3 hours of spreadsheet analysis. Saved 3 hours.
2pm: Tech Support queue slammed with 45-minute wait times. Customer Service queue slow. Manager types "Transfer 3 agents to Tech Support." AI finds best-skilled agents, sends notifications with queue details.
Result: 2 minutes vs 20 minutes of coordination. Saved 18 minutes. Queue balanced.
Thursday 3pm: Manager asks AI "Show agents approaching 40 hours this week." AI lists 12 agents at 38+ hours. Manager avoids scheduling them for Friday/Saturday shifts, preventing unplanned overtime costs.
Result: Prevented $3,200 in unplanned overtime costs. Instant analysis vs manual spreadsheet work.
Join call centers using XShift AI to save time and reduce labor costs.
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