Planned
Workforce Management
Shift planning, forecasting, and adherence tracking for support teams that staff against conversation volume.
Why we're building this
Support managers either guess staffing from gut feel or run spreadsheets in parallel to the helpdesk. Neither scales when conversation volume spikes with the seasons or a product launch fills the queue.
What it does
Shift planning inside Deskwoot, with volume forecasts from your inbox history, live adherence tracking and one place to manage time off.
Workforce Management gives support leads the planning and tracking surface they currently maintain in spreadsheets. The forecasting engine uses your historical conversation volume to predict next week's load by hour, and recommends shift coverage to hit your target SLA.
Adherence tracking shows live whether agents are working their scheduled shifts. Requests for time off, shift swaps and break tracking all live in the same place as the inbox.
Many teams buy a separate tool for this today, for example Zendesk Workforce Management or Assembled. In Deskwoot it will sit right next to the inbox.