Workforce engagement
The right people at the right time, planned with the team.
One cycle from forecast to coaching: predict contact volume, plan shifts, evaluate quality, develop people. Co-determination is a design goal, not an afterthought.
- Steps in the cycle: forecast, plan, real time, quality, development
- 5
- Capabilities in one family
- 7
- Database shared with the Contact Center
- 1
- Interface for planning and self-service
- DE · EN
Capabilities
What Univerx Workforce takes care of.
Every capability has its own page with details, common questions and ways to get started.
Forecasting
Forecasting predicts contact volume and handling time per channel and skill, from history and from events such as holidays, campaigns or outages. It is where every good plan begins.
- DSGVO
Scheduling
Scheduling turns forecast demand into shift plans that meet service levels and respect the rules. With a swap board, preferred shifts, exceptions and real-time adherence.
- DSGVO
Capacity planning
Capacity planning looks months ahead: how many people with which skills do you need, what does it cost, and what changes when a channel grows or AI agents take over routine requests?
- DSGVO
Quality management
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
- DSGVO
Performance & development
Scorecards, goals, coaching and learning modules per person: Performance & development turns KPIs and evaluations into concrete next steps that employees see and help shape.
- DSGVO
Gamification
Leaderboards, badges and contests built on real KPIs, as a complement to development, not a substitute. In Univerx configurable for voluntary participation, team scores and co-determination.
- DSGVO
Employee experience
Your own schedule, preferences and development, on the desktop and on mobile. Employee experience in Univerx gives staff self-service for everything that shapes their working day.
- DSGVO
#One cycle instead of five tools
Workforce management in customer service is not a plan made once a month. It is a cycle: predict, plan, steer, evaluate, develop. Each step feeds the next with data.
Univerx Workforce runs that cycle on the same platform that carries the contacts. The forecast knows the real volume, the plan knows the real skills, and coaching works from real conversations.
- Forecast. Contact volume per channel and skill from history and events.
- Plan. Shift plans that meet service levels, with a swap board and preferred shifts.
- Real time. Adherence and occupancy live; deviations show up early.
- Quality. Recording with consent, evaluation forms, calibrated evaluators.
- Development. Scorecards, goals, coaching and learning modules per person.
#What it covers
Planning. Forecasting projects volume and handling time. Scheduling turns that into shifts. Capacity planning looks months ahead and answers budget questions.
Quality and performance. Quality management evaluates conversations against forms you define. Performance & development turns results into goals and coaching.
Motivation and everyday work. Gamification is built on real KPIs. Employee experience gives everyone access to their schedule, swaps and development, on mobile too.
#Who works with Workforce
| Role | Sees | Does |
|---|---|---|
| Planning | Forecast, demand, coverage per interval | Builds shifts, runs scenarios, approves exceptions |
| Team lead | Adherence and occupancy of their own team | Sets up coaching, discusses evaluations, approves swaps |
| Employees | Their own schedule, goals and evaluations | Swaps shifts, enters preferences, completes learning modules |
| Quality | Released recordings and forms | Evaluates, calibrates, refines the forms |
Who sees which data is a role decision in central administration. Without a grant, nobody sees another person’s figures.
#Co-determination as a design goal
Under German law, technical analysis of employee behaviour or performance needs the works council’s agreement (§ 87(1) no. 6 BetrVG). Recording conversations requires consent.
Our guide Running a contact centre in Europe shows how to prepare the conversation with the works council.
#How to start
Most teams start with forecasting and scheduling for one site. After a few weeks there is enough data to test the plan against reality. The basics are in our guide Workforce planning in the contact centre.
Europe layer
The rules that matter here.
Univerx Workforce is designed with these frameworks in mind. The Trust Center documents the status of each topic – honestly.
- GDPR · On requestProcessing agreement under Art. 28 GDPR, material for your data protection impact assessment, retention and deletion policies and role-based access.
- EU data residency · Designed forData and media in EU regions. Hosting in Germany is planned.
- DSGVO
- EU
Frequently asked questions
Do we need a separate system next to the Contact Center?
No. Workforce reads contact volume, handling times and presence straight from the platform. There is no export, no nightly sync and no second user administration.
How do we work with the works council?
In Germany, analytics on behaviour and performance require co-determination. Univerx lets you set visibility, roles, retention and anonymisation to match your works agreement. The agreement itself is yours to conclude.
Can we start with forecasting and add the rest later?
Yes. Many teams begin with forecasting and scheduling. Quality management, performance and gamification follow once the works agreement and roles are settled.
Related
Use casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
IndustriesRetail & e-commerce
Order and returns service via messaging, chat and phone, proactive delivery notices, help in the shop at the right moment and accessible customer interfaces as a goal under the European Accessibility Act.
Guides2 November 2026 · 11 min readWorkforce planning in the contact centre: the basics
Forecasting, staffing requirements, scheduling, adherence and capacity: how the parts of workforce planning fit together, which terms you need, where working-time law and co-determination come in, and where best to start.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
More families
On the same cloud.
Each family can be introduced on its own and joins without a new administration.
- Customer journey management
Univerx Journeys
Understand what customers really do, and act at the right moment.
- Campaigns & notifications
Univerx Outbound
Reach people without intruding.
- Integrations & APIs
Univerx Marketplace & Developer
Open to your system landscape, never an island.
- Trust, security & Europe
Univerx Trust Center
Security and regulation as a design principle, not an appendix.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.