Q-Max Long Range Forecaster provides a set of easy to use tools to allow managers to plan the growth and evolution of the Contact Centre. Q-Max allows rapid (in seconds) “what if” modelling of changes to quality of service, call handling times, lost time, customer demand, agent absences and costs. With this information shift patterns can be created taking into account such things as the balance of full time workers to part time staff, total seat capacity and work rules. Q-Max can go on to provide a week by week recruitment plan.

The Absence Planner is a powerful planning tool which allows managers to assess the detailed impact of future absences before authorising them. The absence planning can be based on either a standard or a custom long range forecast. Managers can approve and decline absences, or offer alternative dates. Agents can be automatically notified of the manager’s decision via Agent Desktop messaging.