AI for Resource Planning
Optimize Staffing and Scheduling with Call Data
Utilize AI-driven call analytics, including volume trends and peak hour analysis, to make informed decisions about contact center staffing, agent scheduling, and resource allocation.
Key Advantages
Discover how our AI voice agents transform lead qualification
Accurate Volume Forecasting
Analyze historical call volume data and trends (daily, weekly, seasonal) to predict future needs.
Peak Hour Identification
Pinpoint exact times of high call volume to ensure adequate staffing during busy periods.
Optimize Staffing Levels
Align agent schedules with predicted call arrival patterns to minimize overstaffing and understaffing.
Analyze Handling Times
Understand average handle times for different call types to accurately calculate required resources.
Inform Skill-Based Routing Needs
Analyze volume for specific inquiry types to ensure enough agents with the right skills are scheduled.
Integrate with WFM Tools
Export call volume and AHT data to feed into Workforce Management (WFM) software for scheduling.
How AI Assists Resource Planning
Leverage call analytics data within the platform or export it to specialized WFM tools for planning.
Analyze Historical Data
Use the analytics dashboard to view call volume trends by hour, day, week, and month.
Identify Peak Periods & AHT
Determine peak call times and average handle times for different queues or call types.
Forecast Future Volume (Manual/WFM)
Use historical data to manually forecast or export data to a WFM tool for automated forecasting.
Generate Optimized Schedules (WFM/Manual)
Create staffing schedules that align agent availability with predicted call volume using WFM tools or manual planning based on data.
Connect with Workforce Management
Feed accurate call volume and handling time data into your WFM or planning tools.
Workforce Management (WFM) Systems (e.g., NICE WFM, Verint, Aspect)
BI Tools (for custom analysis)
Spreadsheet Software (Excel, Google Sheets)
HRIS Systems (for agent availability)
Custom Planning Applications via API
Frequently Asked Questions
The AI primarily provides the *data* (call volume, AHT, trends) needed for accurate resource planning. While it identifies patterns, the actual schedule generation is typically done either manually based on this data or using specialized Workforce Management (WFM) software that ingests this data.
Data retention policies vary by platform and plan. Typically, platforms store call detail records and analytics data for a significant period (months or years) to allow for seasonal trend analysis.
The historical data will reflect past holidays. When forecasting, planners need to manually adjust based on upcoming holidays or known events that might impact call volume, using the historical data as a baseline.
If the platform handles multiple channels, the analytics should allow you to filter volume and handling time data by channel, enabling separate or blended resource planning for each.
Common export formats like CSV are usually available, designed for easy import into WFM systems or spreadsheets. API access might also allow for direct data integration.
Different issues take different amounts of time to resolve. Knowing the AHT for specific call types (e.g., billing vs. technical support) and the volume of each type allows for more accurate calculation of the total agent time required.
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Schedule a demo to see how our solutions work for your industry.