Built from decades of real WFM experience. Every feature exists because a real call center needed it.
Data-driven schedule generator
Automatically places agents, lunches, and breaks to hit your service level target at every interval. Enter your volume and handle time — OptivoxHQ does the rest.
52-week capacity planning
Full demand forecasting, shrinkage modeling, attrition tracking, new hire pipeline, and an AI hiring advisor that recommends class start dates.
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Driver-based volume forecasting
Import 2 years of weekly call history — with an optional business driver like membership or account count — to project volume up to 52 weeks forward. Seasonal indices, trend modeling, and Conservative / Base / Optimistic scenarios. Pushes directly into your capacity plan.
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Labor dollar modeling
Forecast and track labor costs week by week. Configure your FTE definition (37.5, 40, or 45 hrs), set an hourly rate, and see forecast labor dollars, actual required FTE from real call volume and AHT, variance from plan, and budget vs required FTE — all in one view.
Over/under staffing analysis
Interval-level staffing variance with shrinkage-adjusted targets. See exactly where you're over or under — and by how much — before the week starts.
Service level modeling
Projected service level by interval based on your scheduled headcount. Know before the week starts whether you'll hit your target.
Time off management
Log PTO, sick, FMLA, LOA, and more. Agents can submit requests directly from their portal. Approve manually or set auto-approval rules based on coverage thresholds.
Industry verticals
Purpose-built staffing models for each industry. Call centers use Erlang-C or the proprietary OACA algorithm. Retail uses a traffic-based coverage model with fixed posts and productivity standards — not a labor % estimate. Switch verticals in one click and the entire demand engine, terminology, and forecast inputs update automatically.
Multi-user with roles
Invite your whole team with Admin, Editor, or Viewer roles. Real-time sync means everyone sees the latest schedule the moment it's generated.