Define your work window, shift length, and daily call volumes. The engine computes required agents per 15-minute interval and uses Simulated Annealing to assign three breaks per agent — a 30-minute lunch (strictly 12:00–16:00) and two 15-minute breaks — maximising coverage at peak demand across all seven days.
Set the operational work window (e.g. 07:00–22:00) and how long each agent's shift is. When the window is wider than a single shift, agents are assigned staggered start times automatically. Then enter the handle rate and shrinkage.
Enter the total number of calls (or transactions) expected for each day of the week. Leave a day at zero if it is non-operational — no schedule will be generated for that day.
Enter the percentage of daily volume expected in each 15-minute slot within the work window. Values must sum to 100%. Use a preset to pre-fill a typical shape, then fine-tune individual slots. The preview chart below shows the resulting slot volumes for each active day.
Download the template to fill in daily totals and interval percentages offline, then upload the completed file to populate Steps 2 and 3 automatically. Manual entries in the form above take effect immediately — the upload is an alternative input method.
Template contains two sheets: Daily_Totals (one row per day) and Interval_Pct (one row per 15-min slot). Both must be completed before uploading.
Runs Simulated Annealing independently for each operational day, assigning break windows that track the required-agents curve as closely as possible — maximising coverage at peaks and staggering breaks through low-volume windows.