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 first notice for the next shift.
At 11:20 am a Tier 1 agent asks to leave at 2 for an appointment. Ines splits the shift at 2 pm so the tail can go to the open pool; a part-timer claims it at 11:34. The pending claim sits in the Requests inbox with an email notification, 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 is urgent, what is 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 briefs the incoming one before the hand-off. 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 urgent. Time-stamped, structured, kept with the shift.
Real-time alerts
the moment a queue actually runs uncovered – pushed to the Slack channel your team already watches, with the thinly covered hours visible on the timeline ahead of time.
Roles included by default
Tier 1 agent · Senior Tier 1 · Tier 2 agent · Tier 2 specialist · Tier 3 engineer · Escalation specialist · Team lead · Supervisor. Rename them to match your own titles – 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 schedule?
Yes. Shifts can cross midnight and coverage is computed around the clock, so the thinly covered hours between 2 and 6 am are 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, urgent. Schedio carries the context between people – your ticketing system keeps the tickets themselves.
Which chat tools does it notify?
Urgent alerts and coverage gaps land in a Slack channel your team connects, and you decide the severity threshold that triggers a push. Individual agents can also get their own schedule and shift reminders on Telegram or WhatsApp, and the daily email digest goes to owners and managers.
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 duty 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 · $49 + tax per location