Our initial focus at SchedEx will be in the call center industry, both inbound and outbound.
Workforce management applications typically will forecast incoming call volume and handle time, and allow the end user to enter in a value for the expected shrinkage on the floor. Through a series of mathematical equations, the applications will then generate a “Required Hours” number. This number is the basis of how the Scheduling portions of these applications work.
SchedEx takes all the factors mentioned above and adds a never before seen capability to the workforce managers’ arsenal. It gives the scheduler the ability to forecast shrinkage based on actual data, combined with an accurate forecasting methodology for volume and handle times. The scheduling algorithm of SchedEx will produce revolutionary accuracy for service levels; not only for a daily total, but at the interval level as well.