Call center shift scheduling
A queue with no one on it at 3 am is an SLA breach by 3:15 am. Schedio is call center shift scheduling for support desks and dispatch centers – it shows you, minute by minute, who is on the line and on call right now, and surfaces the gap before the next ticket times out, not after a customer escalates.
How a day runs
7:55 am. Ines, the team lead, opens the dashboard before standup: Tier 1 covered four-deep until 4 pm, Tier 2 two-deep, Noah on call for escalations until the 2 pm flip. The overnight hand-off note is already there: the payments incident closed at 4:30 am with the root cause noted in the ticket, and one enterprise customer is waiting on a reply promised "first thing" – flagged as the top heads-up line.
At 11:20 am a Tier 1 agent asks to leave at 2 for an appointment. She offers the tail of her shift to the pool; a part-timer claims it at 11:34. The approval alert lands in the team's Slack channel, and Ines approves it from her dashboard in under a minute.
At 3:58 pm the dashboard shows the 4 pm hand-off two minutes out. The outgoing agents write one note between them: what's hot, what's waiting on customers, which incident might re-open. The evening shift reads it before their headsets are on. The demo shows that exact screen with sample data.
What it solves
24/7 coverage on one live timeline
Tier 1, Tier 2 and on-call all visible at once, with overnight shifts that cross midnight drawn the way they are worked.
Mandatory overlap windows
between shifts so the outgoing agent actually briefs the incoming one – no "I thought you had it." Thin overlaps show up as alerts before they happen.
Open-ticket hand-off notes
per shift: what is still in progress, what is waiting on the customer, which incident is hot. Time-stamped, structured, kept with the shift.
Real-time alerts
for no-shows, late logins and queues running uncovered – pushed to the Slack, Telegram or WhatsApp channel your team already watches.
Roles seeded out of the box
Tier 1 agent · Tier 2 agent · Tier 3 agent · Escalation lead · On-call engineer · Team lead. Rename to match your runbook – the schedule grid picks the new names up the moment you save. Import the current roster from a CSV, preview every row, commit once.
Common questions
Can it represent a 24/7 rota?+
Yes. Shifts can cross midnight and coverage is computed around the clock, so the thin patch between 2 and 6 am is visible on the timeline – not discovered by a customer.
How do agents hand off open tickets?+
The hand-over note is the bridge: in progress, waiting on customer, hot. Schedio carries the context between people – your ticketing system keeps the tickets themselves.
Which chat tools does it notify?+
Slack, Telegram and WhatsApp, plus email digests. Urgent alerts and coverage gaps land in the channel you connect, and you decide the severity threshold that triggers a push.
What does it cost for a 30-seat desk?+
$49 a month per location, whatever the seat count – agents, leads and on-call engineers all included, with a 14-day free trial and no card.
What we deliberately don't do
Schedio is not a ticketing system, a PagerDuty replacement, or a softphone. We sit next to those tools and answer the question they don't: who is actually on the floor right now, who is supposed to be, and what does the next shift need to know – for one flat price per location. The same dashboard runs clinics, hotel desks and dispatch desks, anywhere a day is handed from one shift to the next.
No card · 14 days free · cancel anytime