🎙️ Webinar, 26 Mar: 30mins on people centricity in WFM with Dan Smitley Sign up now
Plans for everyone
Whether you’re an established enterprise or a start-up building your first
customer support team. There’s a plan for you.
Starters
- Shift planning incl. rotations and round robins
- Reporting
- Clock in and out
- Overtime
- Time off integrations
- Timezone management
Pro ⭐️
- Everything in Scalers
- Ticketing and telephony system integrations
- Forecasting by custom channel
- Performance and schedule analytics
- Dedicated customer success manager
- Monthly business review
Scalers
- Everything in Starters
- Automated intraday scheduling
- Activity tracking and reporting
- Coverage monitoring
- Slack integration
- Calendar integrations
| Forecasting | Starters | Scalers | Professional |
|---|---|---|---|
| Unlimited ticketing platform integrations |  |
||
| Accurate forecasting | |
||
| Forecast by custom channel or inbox | |
||
| Staffing required to meet SLAs | |
||
| Compare forecast with actuals | |
||
| Make forecast adjustments | |
||
| Set shrinkage levels | |
||
| Account for concurrency | |
||
| Scenario planning tools | |
| Reporting | Starters | Scalers | Professional |
|---|---|---|---|
| Exportable timesheets | | | |
| Clock-in and clock-out reporting | | | |
| Overtime reporting | | | |
| Schedule analytics and insights | | |
|
| Shrinkage reporting | | |
|
| Coverage accuracy analysis | | |
|
| Track agent utilisation | | |
|
| Track agent productivity | |
||
| Track agent adherence (time-on-task) | |
||
| Real-time adherence and productivity | |
| Shift Planning | Starters | Scalers | Professional |
|---|---|---|---|
| Reusable shift plans | | | |
| Rotating shift patterns | | | |
| Automated Round Robins | | | |
| Time off in lieu | | | |
| Split shifts | | | |
| Sync time off | | | |
| Track contracted hours | | | |
| Draft and publish control | | | |
| Overtime scheduling and tracking | | | |
| Collect working availability | | | |
| Shift swap and change requests | | | |
| Break scheduling | | |
| Intraday Planning | Starters | Scalers | Professional |
|---|---|---|---|
| Automated intraday scheduling | | |
|
| Fair time allocation and distribution | | |
|
| Sync external meetings | | |
|
| Schedule by skill | | |
|
| Schedule according to a forecast | | |
|
| Schedule to meet a time target | | |
|
| Shift-specific intraday planning | | |
|
| Track channel coverage | | |
|
| Quick and easy editing tools | | |
|
| Draft and publish control | | |
|
| Concurrent activity scheduling | | |
|
| Utilisation tracking | | |
|
| Real-time editing | | |
| Management Tools | Starters | Scalers | Professional |
|---|---|---|---|
| Password login and Google SSO | | | |
| SOC2 certification | | | |
| Timezone management tools | | | |
| Custom team structure | | | |
| Mobile-friendly surfer (agent) account | | | |
| Custom user permissions | | | |
| Pull data from external calendars | | | |
| Export schedule to external calendars | | | |
| Slack App and notifications | | |
Looking for something else?
Book a call to discuss your team, their needs, and how Surfboard can help.
Our customers love us
And so do their tools
