Manage your 24x7 call center staff schedules with this cloud based tool.
We install the platform on a dedicated cloud VPS, maintain the system and provide support and training to get you up and running quickly. Ongoing monthly hosting fees and phone usage charges will apply.
Installation Price: $125.00 (One Time)
Home page for non-logged in users
Login views vary depending on roles (see below for roles)
Schedule showing current user On Call
Schedule showing next 7 days
All agent schedules are editable
Gaps in the schedule are highlighted
User detail page shows that users’ schedule as well
Assign/edit user schedules
Users are assigned roles by Admins. Roles include
Admin - Full control over all aspects of system
Manager - Manage schedules
Agent - Receive calls, view read-only view of their schedules
Guest - Front page only
Incoming calls to the Twilio number will be routed to the user on call
Priority system contacts priority 1 first.
If no answer to the first agent within N seconds or line is busy, then call is routed to priority 2 user (if any).
If no further available users, then it plays greeting and records voicemail
Automated shift notification system
Confirmation notifications are sent to scheduled users 24 and 1 hour prior to their shifts
If a user cancels an assigned schedule, the admin(s) and manager(s) on duty (assigned by role) receives an SMS text message and email notification
There should always be at least one manager on duty at any given time
The manager has the responsibility to review the schedule and mitigate gaps in the schedule
There is a flag to indicate whether a user is In Office
The UI detects gaps in the schedule and highlights them with calculated length of time in hours
Users with Agent role can log in to see a read-only view of their schedules
Users can confirm their schedules online