AgentTime Scheduler

What AgentTime Scheduler is

AgentTime Scheduler is a Windows desktop tool for building weekly schedules for call center agent groups. It imports call volume forecasts and average call lengths by time period, then uses agent availability, priority, preferences, profiles, and shift definitions to plan work. Its Call Center Designer and SimACD modules calculate agent levels and let users model staffing scenarios in a simulated automatic call distributor. Schedules can assign inbound or blended outbound phone duty, email, chat, breaks, lunches, meetings, training, and other activities. Flex-Shift places outbound calls, email follow-ups, and chat into 15-minute periods and predicts when agents should switch between inbound and other work. Schedules can be published in Excel or HTML, and calculations exported to Excel for custom reports and graphs. The company says scheduling data stays local at the customer’s site. AgentTime is described as a self-contained solution compatible with all versions of Microsoft Windows. It costs $380, paid once and includes unlimited agents and agent groups, Call Center Designer, SimACD, and unlimited customer support. The company says it sells worldwide, but state law has prevented sales of its tangible products to Wisconsin customers since 2015.