AgentTime Call Center Scheduling Software
AgentTime call center scheduling software is an easy-to-use, affordable solution for scheduling your agents. With our call center scheduling software, you import your call volume forecasts and average call lengths by time period. AgentTime will create optimal weekly schedules for your agent groups.
An intuitive user interface lets you create weekly schedules. You can instantly modify them based on personal knowledge and ongoing day-to-day changes in operations. Say goodbye to your cumbersome spreadsheets!
Call Center Staffing Software is Included
Our AgentTime call center scheduling software includes Portage’s powerful Call Center Designer and SimACD call center staffing software. These two modules are used to calculate optimal agent levels for each time period for your workweeks. Call Center Designer predicts staffing requirements for each time period in your workday and other performance statistics using call center scheduling software established Erlang-C formulas. SimACD refines these calculations allowing you to test and try out different numbers of agents in a computer simulated automatic call distributor (ACD) before creating the schedule.
Optimal Call Center Scheduling Method
AgentTime takes the agent requirements created from these staffing modules and schedules your agents for work shifts based on their availability, priority and preferences. You create shift definitions and available agent lists with agents’ desires and ranking. AgentTime‘s scheduling algorithm creates optimal schedules based on your requirements and the profiles of your agents. Shift assignments include inbound or blended outbound phone duty, email, or chat. AgentTime optimizes the assignment of breaks, lunches, meetings, training, and other work activities.
Flex-Shifting and Call Blending
Our Flex-Shift™ optimization makes agent group schedules perfectly match with your agent level needs in blended and multi-channel centers. Tasks such as outbound calling, email follow-ups or chat are optimally placed for each 15 minute time period. Flex-Shift will intelligently predict when to switch your agents back and forth from inbound to outbound and other work to create for you the most optimum schedules possible.
Use our AgentTime Publishing Tool to send work schedules in Excel or HTML formats to your agents. All Call Center Designer, SimACD andAgentTime calculations can be exported to Excel to create familiar looking custom reporting and graphs.
Call center managers from financial services, catalog sales, customer service centers, help desks, health care, utilities, government institutions and others.
Over 1000+ companies use our affordable Call Center Workforce Management Software!
I’ve worked with Portage and purchased various versions of the software since Portage’s introduction of Call Center Designer in 1996. I’ve always been impressed, that even when compared to “so-called” comparable products in the marketplace, I’ve always returned to Portage. Call Center Designer provides the most reliable and easy to use WFM product for small call centers. In addition, Stuart Harris is always available for support when you have questions or need assistance. I strongly recommend Call Center Designer and have been an extremely happy user for 20+ years! -- Mike Maffei, VP Hodges-Mace
Portage's SimACD staffing module adds a whole new dimension to accurate staffing levels prior to creation of our schedules. Much better than simple Erlang C! -- Beth Rogers, Harmon and Rogers Call Center Consulting
We've sold other WFM products and found them to require intensive training. While some of the WFM products on the market offer a lot of features, many go unused. AgentTime requires no on-site installation or training. -- Linda Hogan, VP of PTel Inc.
I would be more than happy to be a positive reference for AgentTime if needed as I did work with it for 18 months, just let me know if you need me. -- Crystal Malto, Resolve Corp.