AgentTime Scheduler

What AgentTime Scheduler is

AgentTime Scheduler is a Windows desktop tool for building weekly schedules for call center agent groups. It imports call volume forecasts and average call lengths by time period, then uses agent availability, priorities, preferences, profiles, and shift definitions to shape the schedule. Call Center Designer and SimACD calculate staffing levels and let teams assess staffing scenarios in a simulated automatic call distributor.

Schedules can allocate inbound or blended outbound phone duty, email, chat, breaks, lunches, meetings, training, and other work. Flex-Shift places outbound calls, email follow-ups, and chat into 15-minute periods, and predicts when agents should move between inbound and other work. Schedules can be published in Excel or HTML, and calculations exported to Excel for custom reports and graphs. Supported channels are inbound phone, outbound phone, email, and chat; volume, demand, and omnichannel forecasting are supported.

The AgentTime Scheduler plan costs $380, paid once and includes unlimited agents and agent groups, Call Center Designer, SimACD, and unlimited customer support. The company describes the software as self-contained, compatible with all versions of Microsoft Windows, and installed without on-site installation or training. It says scheduling data stays private and local at the customer's site.

Who it suits

AgentTime Scheduler suits small to medium-sized call centers that need to turn forecasts and agent requirements into weekly schedules. It is also relevant to teams scheduling phone, email, or chat work and evaluating staffing scenarios.

Getting started

1. Visit https://portagecommunications.com/.
2. Purchase the AgentTime Scheduler plan for $380, paid once.
3. Receive the download link by email through WeTransfer, or request delivery on a USB drive with a printed user guide.
4. Install the self-contained desktop software on a Windows computer.

Verdict

Choose AgentTime Scheduler if your call center needs forecast-based weekly schedules, staffing scenario tools, and support for multiple work channels. Look elsewhere if you need a platform other than Windows or do not want a 380.00 USD one-time purchase.