Contact centre scheduling is the process of creating agent work schedules, taking into account factors like expected contact volume, agent availability, and skillset. Effective scheduling aims to balance customer demand with efficient labour utilisation, striking a balance between satisfying customer needs and controlling labour costs.

Scheduling is an ongoing, dynamic effort, and unforeseen events can lead to schedule adjustments post-publishing. Instances like agent absences, sudden surges in queue activity, or unpredictably low volume compared to forecasts require quick fix changes to ensure agents are optimally deployed without sitting idle.

Modern contact centre scheduling solutions facilitate swift and effective schedule modifications, providing workforce managers with the necessary tools for fast and efficient adjustments. These tools not only support real-time scheduling alterations but also promote agent-centric practices, including preferred schedules, time-off requests, flexible scheduling, and remote work options.