Handle forecasted call volume, SLA targets, skill-based routing, and break compliance — automatically. Senzii is call center scheduling software built for inbound, outbound, and blended operations.
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Call centers have the highest turnover of any industry. Inconsistent schedules, last-minute changes, and burnout are the top reasons agents quit — costing $5,000–$15,000 per replacement.
Breaks, training, meetings, and unplanned absences eat 15–35% of paid agent time. Most schedules don't account for shrinkage, leading to chronic understaffing and SLA misses.
Call volume can spike 3–5x during peak hours or seasonal rushes. Manual scheduling can't react fast enough, so customers wait longer and abandon rates climb.
Modern contact centers route calls by skill, language, and channel. A schedule that ignores skill mix means high-value calls go to underqualified agents — increasing transfers and lowering CSAT.
Import or enter call volume forecasts by 15-minute, 30-minute, or hourly intervals. Senzii calculates exactly how many agents — and which skills — you need for each interval, then builds the schedule automatically.
Tag every agent with skills, languages, channels, and proficiency levels. Senzii ensures each shift has the right skill mix to handle expected call types — reducing transfers and improving first-call resolution.
Set service level targets (e.g., 80% of calls answered in 20 seconds). Senzii shows you which intervals are at risk of missing SLA before you publish the schedule — so you can add coverage or adjust break timing.
Manage unlimited call center sites, time zones, and remote-agent pools from a single dashboard. Agents can pick up shifts across locations with automatic timezone handling and site-specific SLA tracking.
Track schedule adherence in real time. See who's on break, in training, or off the floor — and compare actual staffing to planned staffing. Instant alerts when intervals fall below SLA thresholds.
Automatically schedule legally required breaks and maximum consecutive work hours. Senzii flags schedules that violate labor laws before you publish, protecting you from penalties and agent grievances.
| Feature | Senzii | Generic Tools |
|---|---|---|
| Forecast-based agent matching | ✓ Built-in | ✗ Not available |
| Skill & language-based routing support | ✓ Built-in | ✗ Basic only |
| SLA target tracking by interval | ✓ Built-in | ✗ Not available |
| Shrinkage planning & break scheduling | ✓ Built-in | ✗ Manual only |
| Real-time adherence monitoring | ✓ Built-in | ✗ Not available |
| Multi-site & remote-agent support | ✓ Unlimited sites | ✗ Limited |
| Overtime prevention & labor law alerts | ✓ Built-in | ✗ Basic only |
| Shift swap & time-off request handling | ✓ Built-in | ✓ Available |
| Analytics & reporting | ✓ Call-center specific | ✗ Generic |
Match agents to forecasted call volume by skill and language. Ensure every interval has enough coverage to hit ASA and service level targets without overstaffing quiet periods.
Schedule dialer agents around campaign windows, compliance calling hours, and timezone restrictions. Track productivity per agent and prevent burnout from high-rejection campaigns.
Manage multiple client programs with segregated schedules, skill pools, and SLA targets. Give client managers read-only visibility into their program's staffing and performance.
Schedule agents across voice, chat, email, and social channels based on predicted channel mix. Ensure specialists and generalists are distributed to match expected contact volume by channel.
Schedule remote agents alongside on-site staff with timezone awareness, home-office break compliance, and VPN/availability tracking. No separate tools needed.
Rapidly scale staffing for holiday rushes, product launches, or recall campaigns. Import surge forecasts, bulk-schedule temporary agents, and revert to baseline when volume normalizes.
Senzii is call center scheduling software that matches agents to demand automatically. Start your free trial today and see why operations leaders switch from spreadsheets.
Start Free Trial — $5/SeatCall center scheduling software is a digital platform that helps contact center managers create, distribute, and manage agent work schedules. Modern tools like Senzii go beyond simple calendars by automatically matching available agents to forecasted call volume based on skills, languages, channel expertise, and SLA targets — reducing manual work, preventing coverage gaps, and improving customer satisfaction scores.
Senzii lets you input or import forecasted call volume by interval (15-minute, 30-minute, or hourly blocks). The system then calculates how many agents with the right skills and languages are needed for each interval, flags understaffed periods, and suggests schedule adjustments — so you hit SLA targets without overstaffing.
Yes. Senzii supports unlimited locations, time zones, and remote-agent pools. You can create location-specific schedules, allow agents to pick up shifts across sites (with timezone awareness), and track site-level SLA performance independently — all from a single dashboard.
You tag each agent with skills (e.g., billing, technical support, Spanish language) and proficiency levels. Senzii then ensures that every shift has the right mix of skills to cover expected call types. If a high-volume billing day is forecasted, the schedule automatically prioritizes agents with billing expertise — reducing transfers and improving first-call resolution.
Senzii tracks consecutive days worked, daily and weekly hour totals, and break compliance. Before publishing a schedule, it flags agents at risk of burnout — those approaching overtime, missing required breaks, or working too many consecutive days — and suggests redistributions. Studies show burnout is the #1 driver of call center agent attrition, which costs $5,000–$15,000 per replacement.
Shrinkage is the percentage of paid time that agents are not available to handle calls — including breaks, training, meetings, vacation, and unplanned absences. Senzii lets you define shrinkage factors per site and role, then automatically inflates staffing requirements so your published schedules account for real-world availability. For example, if shrinkage is 35%, Senzii schedules 54 agents to ensure 35 are actually on the phones.
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