Schedule Optimization

Real-time, automated scheduling processes greatly decrease your administrative burden, letting you make more proactive and knowledgeable scheduling decisions. Based upon forecasted call volume, Monet’s simulator scheduling engine incorporates all call types and routing policies to generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, skills, holidays and breaks, service levels, and center budgets. Monet’s graphical agent roster lets you drag and drop breaks, lunches, and other changes to agent schedules. Updates are made in real-time to assigned agents instantly, and the system displays surpluses and shortages for each time period of the day.