LiveVox Products | WEM

Agent Scheduling

Easily transition from manual to automated scheduling for maximum efficiency. LiveVox’s Agent Scheduling integrates seamlessly with our contact center CRM, forecasting, and workforce management, bringing everything you need into a single platform.
LiveVox [manager on laptop computer / agent scheduling]

Key Benefits of LiveVox’s Agent Scheduling

Take the stress out of agent scheduling

Easily create, edit, and distribute schedules via email, SMS, or in-platform. Copy default schedules and share them as far in advance as needed. Everything you need to manage your workforce in one central platform.

Intuitive interface for flexible scheduling

Drag-and-drop functionality makes it easy to rearrange and customize shifts, assignments, and breaks. Agents have the ability to manage their own schedules using self-service features to request time off, sick leave, or shift swaps.

Real-time adherence monitoring

Detailed adherence data provides real-time visibility into agent performance. Managers can also set up automated alerts to monitor schedule adherence, trigger alerts when agents go out of adherence, and make adjustments on-the-fly to maintain optimal service levels.

Call and Screen Recording

All Your Agents’

Tasks, Coaching, and Notifications in One Secure Place

Increase your team’s efficiency and effectiveness with a centralized workspace that keeps them focused and on track. With easy access to all relevant information, your agents can quickly and confidently carry out their work. Say goodbye to scattered tasks and hello to a more streamlined and comprehensive approach with LiveVox’s Work Center.

LiveVox [laptop computer / LV connect]

Streamline Your Team’s Internal Communication

Streamline the flow of information between agents, teams, managers, and departments while reducing the noise from third-party applications. LiveVox Connect is fully integrated into the platform and allows users to chat and send announcements, see alerts, take polls, respond to surveys, and more.

LiveVox [speech analytics dashboard / on laptop screen]
Boost Agent Engagement and Transform Customer Experience

Understand and analyze all of your customer interactions with industry-leading accuracy and speed. LiveVox’s SpeechIQ® with Automated Quality Management will help you to achieve better agent performance, improved operational efficiencies, and increased flexibility all while maintaining PCI compliance.

Empower, Engage, and Develop Every Agent on Your Team

Automate manual processes and guide agents along the right path during every interaction. Using real-time speech-to-text processing to provide agents with live information and guidance during customer interactions, Agent Assist automates vital processes like call note taking, workflow automation, and call summarization.

Learn more about Agent Scheduling

Check out Frequently Asked Questions below.

What is agent scheduling?

Agent scheduling is the process of assigning shifts and work hours to contact center agents who handle customer interactions through various channels such as phone, email, chat, or social media.

Contact center scheduling is a key component of workforce management. Effective agent scheduling ensures that the right number of agents with the right skills are in the right place at the right time doing the right things. 

Forecasting and scheduling to ensure adequate coverage and availability of agents to meet the expected volume of customer requests at any given time is a complicated process. It requires careful planning and coordination to optimize agent productivity and reduce wait times for customers while ensuring that agents have a balanced workload and a fair distribution of work hours.

There are a variety of factors to consider when creating a contact center schedule, including contact volume, seasonal fluctuations, agent availability, shift preferences, start and stop times, breaks, skill sets, training and development, workload balance, and more. Once schedules are published, adherence must be closely monitored to ensure that agents are in compliance to meet service level and response time objectives.

Agent scheduling is an ever-evolving process, and even the most carefully crafted schedules are subject to change — whether due to unexpected absences or sudden spikes in customer demand. Contact center managers must be equipped with the tools to make quick and effective adjustments to their team’s schedules.

What does a WFM scheduler do?

Workforce management (WFM) scheduling software uses historical data and predictive analytics to optimize contact center staffing levels by effectively aligning agent schedules with customer demand.

Standard features of WFM scheduling software include:

  • Scheduling and shift planning: The ability to create shifts and assign agents based on availability, skill set, and workload. This includes scheduling breaks, lunches, and other activities, such as training and special projects.
  • Forecasting: Using historical data and predictive analytics to forecast future demand and staffing needs.
  • Schedule optimization: Considers agents’ available hours, preferences, weekends, holidays, and other parameters to ensure scheduling fairness and consistency.
  • Reporting and analytics: The ability to generate reports that provide insights into WFM performance and help contact center managers make data-driven decisions.
  • Schedule accessibility: Providing agents with the autonomy to view their schedules from anywhere allows them to make informed decisions about their work-life balance, anticipate changes in shifts, and plan accordingly.
  • Real-time alerts and notifications: The ability to receive real-time alerts and notifications helps managers proactively address staffing issues as they arise — and keep the contact center running smoothly during unexpected spikes in customer demand or agent absences.

Why choose LiveVox for agent scheduling?

In today’s rapidly changing business landscape, contact centers are faced with the challenge of effectively managing on-premise, hybrid, and work-from-home teams. Ensuring optimal staffing to match workloads can be a daunting task for contact centers that rely on manual scheduling methods.

LiveVox’s Agent Scheduling provides a simplified and cutting-edge approach to workforce management that promotes collaboration among teams, whether on-site or working from home. Our all-in-one platform brings scheduling, forecasting, CRM, and workforce management together in one place and makes it easy to create, adjust, and distribute agent schedules while still staying on top of schedule adherence with real-time data and automated alerts.

Harness the power of data-driven forecasting, skill-based scheduling, and real-time adjustments to maximize your team’s efficiency. With integrated desktop portals, messaging groups, and notification channels, your team is always synced up and working toward a common goal.

The LiveVox Mobile App helps your agents manage their schedules better. It enables them to bid for shifts, swap schedules, and request PTO, promoting work-life balance. With the app, agents can access their schedules conveniently on their mobile devices.

With LiveVox’s Agent Scheduling, contact centers of any size can benefit from improved efficiency, collaboration, and productivity. Discover why LiveVox is the top choice for contact centers looking to optimize their agent scheduling processes. Contact us today to get started.

LiveVox WEM Features

  • Integrated Performance Analytics
  • 150+ Out of Box Advanced Reports
  • Agent, Multichannel, and Quality Management Data
  • PTO Management
  • Auto call disposition
  • Drag and Drop Visual UI
  • Reporting Distribution and Access Controls
  • CSAT Analysis
  • Agent Scorecards
  • Agent Work Queue
  • Auto call summary
  • Coaching and E-Learning
  • Forecasting
  • Voice and Multichannel Inbox
  • Schedule and Shift Adherence and Management
  • Intent identification
  • Content Library
  • Machine Learning Models
  • Native CRM and Channel Functionality
  • Sentiment analysis

Brochure

Learn about LiveVox’s other WEM offerings

Agent Scheduling is just one of many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WEM capabilities.

What Are Your Advantages With LiveVox?

Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.


Billions of Omnichannel interactions powered every year

Trusted by game-changing clients for more than 20 years

Recognized by the industry's leading analysts

Fully-Integrated Public Cloud Platform

+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

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AX Workplace Made For Contact Centers

+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs

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Scalable, Flexible, Reliable, And Secure

+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.