Scheduling

Plans from demand

Shifts come from the forecast, skills and rules, not from last week’s plan.

Rules that apply

Working hours, breaks, rest periods and agreements are stored and checked in every plan.

Swap board

Employees offer and swap shifts themselves; the rules check every swap automatically.

Exceptions

Training, sickness, team meetings: absences are entered and the plan shows the gap at once.

Real-time adherence

Plan and actual status side by side, so deviations show up early.

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

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

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

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