Made on
Tilda
AI-driven workload forecasting and agent schedules: exactly as many people as you need, in every interval of the day.
Zoom Workforce Management is workforce planning for the contact center: forecasting inquiry volume across every channel, optimal schedules and real-time adherence monitoring.
AI builds forecasts and schedules from your history and your rules: fixed and flexible shifts, rotations and shift bidding, agent preferences and SLA requirements are all taken into account automatically.
Through the day the system compares actuals against the forecast: it recalculates the forecast from the live trend, optimizes breaks and offers agents overtime or voluntary time off on its own when the day goes off plan.
Staffing that meets your SLA — without overstaffed shifts or schedules built by hand in spreadsheets
AI learns from your history across every channel at once: staffing is planned from data, not from how last month felt.
People set the rules and preferences, the machine does the optimization — accounting for SLAs, breaks and shift constraints.
Deviations from the forecast are picked up automatically: recalculation, overtime, voluntary time off, break re-optimization.
Forecasting, scheduling and live management of the day
Phone, video, chat and email in a single forecast in 15-minute intervals; key metrics — SLA, speed of answer, occupancy — are applied directly to the forecast.
AI builds both short-term and long-term forecasts; history can be imported from other systems, and a spike driven by a marketing campaign can be entered by hand.
A long-term forecast turns into a hiring and budget plan adjusted for attrition and shrinkage; you can also work the other way, from the budget to headcount and SLA.
Set your shift rules and the optimal schedule is assembled from the forecast and agent preferences; the classic methods are here too: fixed, flexible, rotations, bidding.
Shift bidding and schedule preferences: agents have a say in their own schedule, and planning stops being a source of conflict.
Live schedule adherence monitoring that updates in under five seconds: you can see who arrived late, left early or is on the wrong activity.
A forecast accuracy report as the day goes, recalculation against the actual trend, and optimization of breaks and lunches in one click.
When the day deviates from the forecast, the system offers agents overtime or voluntary time off on its own and suggests routing changes.
Daily adherence percentage, late arrivals and early departures, a breakdown by activity and interval — a concrete conversation with the agent instead of impressions.
Schedules, shift swaps and overtime offers — on the agent's phone; all the same is available in the Zoom Workplace client and in the browser.
Time off, shift swaps and automatic approval rules: the planner's routine work goes on autopilot.
APIs for forecasts, schedules and adherence plus import of any history: your data is not locked inside the system.
From the planner to the executive
Forecasts across every channel, “what if” scenarios and automatic schedule building instead of manual spreadsheets.
Real-time schedule adherence, intraday alerts and break optimization in one click.
The schedule on a phone, shift swaps, time-off requests and overtime offers — without a trip to the planner.
A hiring and budget plan from the long-term forecast: SLA under control without a bloated headcount.
We'll give you a remote demo Monday to Friday, 10:00–16:00 Moscow time, answer all your questions and provide trial access so you can explore the system yourself.
Please note: we work with legal entities only.