Workforce Management

Novare Telecom - Project PBX - 2026-08-15
Everyone who works the queues. A person must point at a real extension on this PBX - that is what stops a typo becoming a shift nobody can work. Shifts and time off can only be booked for people on this list. Give someone a password here and they can sign in at the staff portal to see their own shifts and scores; supervisors get the monitoring controls there too.

Add someone

The team

On phones is how many agents must be taking calls to hit your service level. Scheduled adds shrinkage - breaks, training, sickness, admin - because nobody is on the phone for every minute they are paid for. Roster the Scheduled number.

Settings

What each hour needs

This is the join that makes the rest of the Call Center numbers mean something. It puts the plan next to what really happened, so a bad hour has an answer: understaffed means you did not roster enough, staffed but missed target means the people were there and something else went wrong. On a queue matters - somebody rostered who is not a member of any queue cannot be sent a call, however good the roster looks. Detail for the same calls is on Reports.

What the plan said, and what actually happened

Add a shift

Roster

Request time off

Time off

What this measures. The span between an agent's first and last queue activity inside their shift. It is not a clock-in system. Someone logged in and available through a quiet hour who took no calls will look worse than they were. Read it as a prompt to ask, not as evidence.

Adherence