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Agent Scheduling

LiveVox Products | WFO

Agent Scheduling

Get the best out of your team with intelligent schedules that leverage operational and agent insights.

Key Benefits of Agent Scheduling

Schedule smart

Balance agent needs by automating schedules that balance shift rules, work hours, breaks, off times, demand forecasting, and the skills of your personnel.

Eliminate manual processes

Leave behind clunky processes that involve spreadsheets being sent over email or stuck to the office wall. Create and distribute smart schedules efficiently and effectively across all constituencies via one easy-to-use interface.

Share and empower

Agents receive schedules directly to their desktop or phone. Schedule updates can be made and shared live and you can turn on the ability for agents to swap shifts and request changes.

Product Brief

In-Depth Look At Agent Scheduling

Get a deeper look at LiveVox’s Agent Scheduling functionality by reading this brief.

LiveVox Agent Scheduling Product Brief
Integrated Analytics

Smart data for smart schedules

All of the data on LiveVox’s platform is unified and accessible, meaning that when you create schedules you can easily take into account all the relevant factors that will help you to drive operational efficiency as well as agent performance and satisfaction.

To take agent scheduling one step further, LiveVox’s Business Intelligence and Performance Analytics solution can be leveraged to match agent schedules with multichannel volume trends, CSAT scores, and other factors that impact how you manage your workforce.

Find out more about LiveVox Business Intelligence and Performance Analytics.

Empowered Agents

Clear communication

How you schedule is a major factor in your agents’ overall experience. Doing so in a way that takes into account agent needs and professional skills, as well as allowing them to easily request changes and swap shifts will make for a better working environment, better performance and ultimately improve agent retention.

Agents can access their schedules directly on LiveVox’s Configurable Agent Desktop along with other key information that helps facilitate a better customer and agent experience.

Find out more about our Configurable Agent Desktops.

Automated Approach

One less thing to worry about

Scheduling is a necessity, but ultimately the less time you have to spend doing it the better. By replacing manual processes with an automated approach that allows you to create schedules both more efficiently and more effectively, you can free up time to concentrate on other strategic priorities.

In addition to agent scheduling, LiveVox’s CRM capability can help you automate other contact center processes with trigger-based event creation.

Find out more about LiveVox’s Unified CRM.

Agent Scheduling In Action

LiveVox Agent Scheduling

LiveVox Omnichannel Capabilities:

  • Multichannel Agent Desktop
  • Blended voice and message routing
  • Mass and 2-Way Email
  • Mass and 2-Way SMS
  • 2-Way Webchat
  • Template Creation & Canned Messages
  • Compliance with CTIA Standards and CAN-SPAM
  • Embedded Consent Management
  • Outbound Campaign Configuration
  • Campaign Dashboard
  • Multichannel Reporting
  • Native CRM and WFO Functionality

Learn about LiveVox’s other WFO offerings

Agent Scheduling is just one of many ways LiveVox helps optimize engagement. Download the brochure to learn about LiveVox’s other WFO offerings.

LiveVox WFO Brochure

Why Choose LiveVox?

Better Customer Experience

Agents engage via configurable workflows in tailored desktops. The tailored desktops have the benefit of key consumer profile information and interaction history, to provide superior customer experiences.

One Unified Platform

All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

Easy Integration

Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.

Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.

Mitigate Risk

Comprehensive compliance controls including consent and revocation management as well as CTIA industry guide and TCPA and CAN-SPAM regulations.

Customer Channels of Choice

Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.