Call Centre Rostering

Our Call Centre Rostering application allows you to manage call centre staff schedules through a web-based interface. With the capability of creating the roster from an online form or through uploading of an excel, the system provides great flexibility for administrators and managers to monitor and track schedules, overtimes and time-offs. 

With the inclusion of our leave management module, the rostering can also take into consideration, leaves and covers.

Key Features

Roster Management

Integrate with Active Directory or any custom user database.
Group users into different call centre lines such as General Line, Emergency Line, Overnight Line, etc.
Set working hour limits per week.
Upload excel of the roster as a starting point with timings as well as overtime, time off, rest day and off day information.
Alternatively, create the roster through the system or edit the uploaded information from excel.

Business Rules

Setup business rules to add in overtime or time off information based on public holidays per line.
Setup color codes to identify the different shifts and leaves.
Set opening balances for time off and overtime to allow start of the roster from any point in time.
Set limits of back-dated changes to the roster.
Set rules for closing balance computations.
Authorized users can view detailed reports on balance of overtime and time off per user or line.

Security & Access

System is designed to provide secure access to only certain staff to manage the rostering.
Users are allowed to see only their own line.
Users can see the opening and closing balances of their time off and overtimes.

 

System Requirements

1. Microsoft .NET 2.0+

2. Microsoft IIS 6.0+

3. Microsoft SQL Server 2000/ 2005/ 2008

4. SMTP Mail Server (Exchange/ Lotus Notes)

5. Windows 2000/ 2003/ 2008

6. LDAP/ NTLM Authentication (Optional)