Every support leader we speak to tells us the same thing: by mid-morning, the schedule is already wrong. An agent calls in sick, a launch drives a spike, an outage floods the queue, and a team lead spends the day reshuffling shifts in Slack. Most of that scramble starts days earlier, with a roster built by hand in a spreadsheet that one bad formula can break. "Everything I add or modify or edit has to be done manually," says one support operations lead. The alternative is enterprise workforce management (WFM) software built for large contact centres: "You need to staff a workforce professional to run it," says one head of support.

Today we're launching Workforce Manager, an AI workforce manager that builds your roster from your actual ticket and call volume, then checks every shift against your team's working rules (contracted hours, rest between shifts, channel skills and approved leave) before you publish.

Built for support teams of 20+ agents running live chat or phones, with Workforce Manager teams can:

• Start from what they have, importing their roster, team and contact history in minutes, or automatically if they're on Lorikeet

• Build compliant rosters, checked against hours, rest periods, skills and leave before anything is published

• Fix gaps before they happen, from next week's leave to hiring needs months out

Start from what you have

Upload your current roster model from a spreadsheet or a helpdesk export. Workforce Manager turns your volume by channel, day and hour into a staffing forecast that's ready to use as is. You can still fine-tune it for known events like a sale or launch. Lorikeet customers can skip the upload, since Workforce Manager reads your ticket history directly.

Each week starts as a draft, checked against contracted hours, rest between shifts, channel skills, leave, and demand.

If an agent is on leave Monday and phone coverage falls below forecast demand, Workforce Manager flags the shift and suggests which agents are qualified and available to cover it. The team sees the roster once you publish.

Fix gaps early

Coverage reports show where each week falls short of forecast demand, by channel and hour. Capacity planning compares the hours you need against the hours your team has, month by month, factoring in growth, so you can see shortfalls up to 12 months ahead and hire or rebalance in time.

What's next

By 9 October, Workforce Manager will manage the day as it happens. When an agent calls in sick or volume spikes, it spots the gap and moves to close it before your SLA slips. You decide how much it does on its own for each type of event: notify you so you can decide, propose a fix for one-click approval, or apply the fix itself, always within the working rules you've set.

Rostering is where it starts. We're building Lorikeet into an AI CX leader that manages your human team and your AI agents together, so your whole support operation runs from one place.

Try it free

Start a 30-day free trial and build your first roster in minutes.