Right agents on shift, at the right time.
Forecasting, scheduling, adherence, agent scorecards and gamified goals in one workforce suite, with AI forecasts built from your own contact history, for operators and partners on your brand.
fills gaps
Illustrative planner. Forecasts are built from your own contact history.
Most workforce tools stop at the schedule. Acepeak forecasts from your own contact history, drafts the shifts, and fills the gaps on the day — one suite for forecasting, scheduling, adherence and goals, for operators and partners on your brand.
Forecast, schedule, fill. The AI does all three.
AI that takes the action, not just the note. It predicts demand, drafts the shifts to cover it, and offers the gaps to agents as the day moves.
Forecasts demand
AI predicts volume by channel and interval from history, seasons and campaigns.
Builds schedules
It drafts shift plans that cover forecast demand and respects agent preferences.
Fills gaps on the day
AI offers extra hours or swaps to agents when adherence or volume shifts.
Forecasts are built from contact history already inside AceCX, the same data that feeds interaction analytics. Nothing is uploaded by hand.
One workforce suite. Six jobs it does.
Forecasting, scheduling, adherence, scorecards, goals and swaps share one data set, so a change in one is reflected in the rest.
Voice and digital work are forecast separately, so chat and email queues are staffed on their own curve rather than borrowed from the phone line.
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Quality scores on the agent scorecard come from quality management, and the live adherence view sits beside the floor controls under supervisor tools.
Import, forecast, schedule, track.
Import history
Load past contact volumes from AceCX automatically. No spreadsheets to upload. Volumes by queue, channel and interval are already in AceCX and flow into the forecast on their own.
Forecast
Review and adjust demand by queue. The AI draft is a starting point. Adjust for a campaign launch or a holiday, and the schedule below updates with it.
Schedule
Generate shifts and publish them to agents. Shifts, breaks and time off are drafted to cover the forecast and respect preferences, then published to agents in one step.
Track
Monitor adherence and goals through the day. Adherence, swaps and team goals are tracked through the day, and gaps are offered to agents as extra hours or swaps as they open.
Built for operators and the partners who resell them.
Workforce Engagement ships inside the AceCX contact centre, running on Acepeak’s network and under your logo. Operators sell the seat alongside the minutes; resellers and BPO suppliers put a branded contact centre and its voice routes on one bill.
Contact centres are the heaviest voice users on your network. Own the seat, not just the minutes.
A branded AI contact centre with voice routes on the same bill.
Branding, sub-accounts and partner billing are covered on the white-label contact centre page.
Workforce questions, answered.
Workforce Engagement is one module of the AceCX contact center platform.
Yes. It forecasts chat, messaging and email work alongside calls.
Yes. Each agent sees personal goals, quality scores and badges.
AI forecasts are built from your own contact history, which is loaded from AceCX automatically, and take seasons and campaigns into account.
AI drafts shift plans that cover forecast demand and respect agent preferences. You review them and publish the shifts to your agents.
Yes. With self-service swaps, agents trade shifts and request leave from their own desktop.
Own the seat, not just the minutes.
Book a 30-minute technical briefing with our engineers — forecasting from your own history, schedule publishing, adherence and partner branding, end to end.