Modern WFM for contact centers & BPOs

Workforce management your planners can actually see inside.

Forecast, schedule, and run your contact center intraday — with every number traceable and every agent in the loop.

app.surewfm.com/realtime · Voice — Customer Care

Interval	Orig	Rev	Proj	Actual	SL
09:00	412	412	—	418	82%
09:30	445	445	—	439	81%
10:00	460	486	—	491	74%
10:30	452	497	—	503	66%
NOW11:00	448	489	489	—	72%
11:30	431	468	468	—	75%
12:00	398	422	422	—	80%
12:30	376	391	391	—	83%

Projected EOD service level: 78.4% vs 80% targetCumulative: −6.2 FTE-hrs

app.surewfm.com/schedule · Week of 20 Jul

Reyes, M.

Santos, J.

Cruz, A.

Lim, K.

Tan, R.

08:00Required vs scheduled — predicted SL per interval23:30

Built by WFM practitioners who have run the Monday meeting, worked the intraday desk, and lived the spreadsheet.

Forecasting·Scheduling·Agent self-service·Real time

How it works

One loop, from history to right now.

Four steps. Each one locks a plan of record the next one builds on.

Upload history

Interval-level volumes, AHT and staffing — validated on ingest, bad rows surfaced, never silently swallowed.

Forecast & lock

Volume and AHT forecasts, requirements via Erlang C — then lock the plan of record.

Generate & lock schedules

Rosters against the locked forecast, with live coverage projection and edit guardrails.

Run the day in real time

Original vs Revised vs Projected vs Actual, reforecast mid-day, project the end of day.

Why SureWFM

Three things the incumbents won't show you.

Transparent math

Every forecast, requirement and projection carries its full working — Erlang C inputs, shrinkage applied, occupancy caps, engine version. No black box.

calculation_trace · engine v2.4.1 · interval 11:00–11:30 volume 489 contacts (revised forecast) aht 312 s workload 84.8 erlangs target 80% in 20s (SL) · ASA ≤ 30s erlang_c raw agents → 91 occupancy_cap 0.88 → 92 shrinkage 0.27 applied → required 126.0 FTE scheduled 119 − OOO 4 → net 115 → predicted SL 72%

See the math →

A true intraday loop

Original, Revised, Projected and Actual in one grid. Reforecast at 11am and see the end-of-day impact instantly — without destroying the plan of record.

app.surewfm.com/realtime · Voice — Customer Care

Interval	Orig	Rev	Proj	Actual	SL
09:00	412	412	—	418	82%
09:30	445	445	—	439	81%
10:00	460	486	—	491	74%
10:30	452	497	—	503	66%
NOW11:00	448	489	489	—	72%
11:30	431	468	468	—	75%
12:00	398	422	422	—	80%
12:30	376	391	391	—	83%

Projected EOD service level: 78.4% vs 80% targetCumulative: −6.2 FTE-hrs

See the intraday grid →

Agents love it

Self-service leave, shift swaps, and performance-tiered bidding where every agent sees exactly how their tier was computed. First-class, not bolted on.

My ScheduleWed 22 Jul · Tier 1 bidder

09:00–18:00
Voice — Customer CareConfirmed

Swap request
Fri shift ↔ Santos, J.Pending

Leave — 3 Aug
Annual · slot availableApproved

Bid window
Aug roster · opens to Tier 1Open

See the agent experience →

Everything a modern WFM team needs.

Erlang C engine

Forward and backward, backlog-aware for deferred channels, versioned for reproducibility.

Forecast locking

Locked forecasts are immutable and become the plan of record that feeds scheduling.

Schedule generation

Rosters generated against the locked forecast, with a draft → generated → locked lifecycle.

Edit guardrails + undo/redo

Hard and soft rules validated live, with full sequential edit history per schedule.

Partial regeneration Growth+

Regenerate only changed intervals; keep or overwrite manual edits via conflict review.

Shift bidding & swaps

Performance-tiered bidding with a cascade, plus agent- and scheduler-initiated swaps.

Leave management

Allocation slots, minimum-notice rules, approval workflow and slot charging.

EOD projection

Actuals-so-far plus remaining forecast → projected end-of-day SL and over/under FTE-hours.

Security

Tenant isolation, proven on every release.

Row-level security on every table. An automated isolation suite runs in CI on every single change to the database layer — cross-org reads come back blind, cross-org writes are rejected. Hosted in ap-southeast-1 (Singapore).

Read the security page

✓ own-org reads work
✓ cross-org reads return nothing
✓ cross-org writes rejected
✓ super-admin path explicit & audited
isolation suite · passing · every release

Pricing