Workforce Management

Workforce Management

Forecast, Schedule & Monitor

Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time giving insight to everyone from the agent to the supervisor.

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SuccessKPI Workforce Management


Advanced AI-powered quantile forecasting & reporting.

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Real-time Monitoring

Gain real-time insights into workforce and operational efficiencies of the contact center by monitoring agent performance in real-time including agent productivity, adherence, and service levels.

Advanced Forecasting

Forecast interaction volume and staffing needed, taking into account desired service levels and staffing characteristics and using AI/ML forecasting algorithms.

Optimized Operations

Scheduling & Reporting

Generate schedule forecasts of staffing needed and working hour preferences of individual agents, and then quickly publishing these to the agents.

SuccessKPI Benefits

Dedicated Customer Success

SuccessKPI’s business outcome discovery process and agile interface allows you to maintain everything you need for migration while leaping ahead with new insights and action.

Business User-friendly Interface

Easy to use, intuitive and inviting product interface–which makes complexity accessible.

Quantile Forecasting

Forecast at median probabilities or at probabilities that may lead to over forecasting or under forecasting based on your business needs.

Integrated 360-view

Real-time and historical analytical insights on the health of the entire contact center, fully integrated with SuccessKPIs powerful analytics platform.

Learn more about our all-in-one platform

“Bringing SuccessKPI on board was one of the easiest implementations I have experienced. On day 1, we were able to start listening and scoring calls. It was as if someone turned the data lights on for Edcor.” — Terry Lang, Director of CX at Edcor


“At Maximus, we are constantly looking for new ways to innovate and improve the Citizen Journey and contact center experience. SuccessKPI allowed us to deliver increased capacity, automated quality review, and agent compliance and performance improvements for government agencies.”


Automatic PII Redactions, Built-in Risk-Mitigation Features


Third party certified PCI, SOC2, HIPAA, GDPR, CCPA, LGPD compliant


100% Uptime


Set-up in minutes


1000, 10,000 or 100,000+ agents
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