Service Desk Scheduling

Hi Guys,

In my previous job, a Workforce Management Team used to handle the scheduling for my group. I just gave them the daily call/email arrival patterns, AHT, SLA targets, # of agents on board, and other shrinkage attributes. Then, they will just provide me the monthly schedule based on the statistics I gave them.

I moved now to a different company and currently handling a new Service Desk team. We do not have any Workforce Management team as of this time. We just create our schedule based on what we think is right.

My question is – is there any freeware tool that I could use to automatically calculate the appropriate schedule based on email/call flow?

I appreciate any feedback you can provide. Thanks!

-eRic