Octofi schedules blended support teams across phones, chat, email, and tickets, shows who's on each channel right now, and tracks where the hours go, without the cost and setup of a full WFM suite.
Most contact center workforce tools are built around the phone queue. Real support teams move between calls, chats, emails, and tickets all day, and spreadsheets can't show who's covering what, or where the hours actually went.
Chat backs up while three people sit on phones, and nobody notices until customers start complaining.
Requests get approved one at a time, with no view of who else is already out.
You know how many hours you paid for, but not how many went to tickets, calls, or waiting.
The Activity status dashboard shows every agent's presence, the channel they're working, and how long they've been on it, refreshed every 30 seconds. Agents can hold more than one status at once, so someone on a call who's also watching the ticket queue shows up in both.
Plan each day by task, not just by shift. Put people on phones in the morning and tickets in the afternoon, and copy the week forward with templates.
SchedulingManagers review requests with the team's busiest weeks in view, so approvals don't leave a channel empty.
Time offSee how many hours went to calls, chats, emails, and tickets, by person and by team, and send the data to your BI tool.
Labor analyticsSupport teams that work across phones, chat, email, and tickets, need schedules, live status, time off, and hours in one tool, and want to be live in two weeks.
If you run hundreds of phone agents and need interval-by-interval volume forecasting tied to your telephony system, contact center suites are built for exactly that.
From a 24/7 operations team using Octofi for scheduling, live status, and time off.
No. Octofi doesn't do interval volume forecasting. You can push ticket or call volume into Octofi as a dataset and compare it with scheduled and worked hours.
No. Your phone system and help desk keep handling calls and tickets. Octofi handles who's scheduled, who's on which channel, and where the hours go.
Yes. Agents can hold more than one activity status at the same time, such as a call and the ticket queue, and both show on the Activity status dashboard.
Agents set their status in one click on web or mobile, and Octofi can drop them automatically when Microsoft Teams or Slack shows them away.
Yes. Build rotating patterns like 4x10s, 2-2-3, or follow-the-sun across time zones, and try patterns first with our free shift pattern generator.
Most teams are live in two weeks. Our team configures your channels, schedules, and time-off policies with you.
Bring your channels and a week of schedules. We'll show you the live board with your own setup.
Live in two weeks. Configured by our team.