Schedule Optimisation Software

Find the gaps, keep SLAs on track

QStory’s AI platform helps you build a more effective customer service operation by continually optimising your schedule, not just on-the-day, but proactively from the moment it’s published. Using hundreds of algorithms to reforecast, the platform works interval-by-interval to move agents between queues during busy periods and unlock underused capacity when things are quiet.

That hidden capacity is automatically assigned to high-value offline activities – like coaching, training, 1:1s, or meetings – or even offered as time-off, all based on real customer demand, forecast accuracy, and agent availability.

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Better schedules, better outcomes for all

A constantly optimised schedule means better options for everyone. Your teams gain autonomy with the ability to make changes to their working hours that actually improve schedule fit. Your leaders gain time to focus on their people and the assurance that service levels are protected.

Meanwhile for your real-time teams, it means less firefighting. With threats mitigated proactively and agents moved between queues automatically to cover service levels, their day is about managing the truly unexpected, not just coping with foreseeable issues.

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Acting Fast to
Make an Impact

QStory’s AI continually assesses data, making rapid calculations and automatically rolling out updates–all while keeping other systems up to date.