Plan coverage across your team, AI and your BPO.

A plan for who handles what, and when, built on the work that’s left after AI.

Start with a support review How it works

Coverage planNext week

Window	Work left after AI	Covered by
Weekdays, 8 am to 6 pm	Delivery problems, policy exceptions	In-house team
Weekdays, 6 pm to 11 pm	Cancellations, product questions	BPO, two agents
Overnight	Complex cases, held for the morning	Callback by 9 am
Weekends	Status, address changes	AI, one lead on call

The coverage plan: the work left after AI in each window, and who covers it.

Sound familiar?

AI took the easy contacts, and the queue that’s left is harder and slower.
The BPO invoice hasn’t moved since you switched the AI on.
Complex cases pile up overnight, and the morning team starts behind.

Capacity you free up is only worth something when a shift, a contract or a hire changes.

What changes.

TodayWith the engine

Forecast: Contacts per dayThe work left after AI, by hour, channel and language
Staffing: Last year’s scheduleShifts planned around the work that’s left
Handoffs: A thread forwardedA case with a named owner and a deadline
Contracts: Paid per ticketWritten around requests finished

How it works. 5 steps, 4 stages.

AI1
Rules and automation3
Your team1
Approval

1Forecast
1. AI
  Forecast what’s left after AI
  Splits expected contacts by intent, channel and language, and estimates which stay with people.
  - Assembled
  - Zendesk
2Plan
1. Rules and automation
  Route by queue hours and skill
  Work goes to the queue that’s open and able, with a fallback when it isn’t.
  - Assembled
  - Gorgias
2. Your teamApproval
  Set shifts and contract terms
  Your CX lead and finance decide coverage, coaching and what the BPO is asked to do.
3Hand off
1. Rules and automation
  Write the handoff to the next shift
  An honest callback commitment, a named owner and a deadline.
4Review
1. Rules and automation
  Compare the plan with what happened
  Actual residual work by interval, against the forecast.

Actual workload revises the next forecast

What you get. Real work, every week.

Handoff · ESC-6158:10 pm · Spanish

Damaged zipper on a jacket needed Saturday.

Verified: Order O-8481, customer confirmed
Evidence: 2 photos, zipper pull detached
Told the customer: A callback by 9 am, from a Spanish speaker
Next owner: CX lead on shift at 8 am
Deadline: Remedy offered by 10 am

The handoff between shifts. The customer got an honest commitment, and tomorrow’s owner has the case.

Unit of workBPO terms

Term	Today	Proposed
Billed on	Tickets handled	Requests finished
Counted when	The ticket closes	Verified done
A repeat contact	Billed again	Counted once
Review	A quarterly QA sample	A monthly verified-done report

What changes in the next BPO contract: the unit of work. Your finance lead and the account manager review it.

How you’ll know it’s working.

Requests finished per paid hour
The honest unit is a request that actually finished.
Service level by window
Whether overnight and weekend coverage actually hold.
Hours that changed a shift or a contract
Capacity counts as cash only when a decision changed.

Baselines agreed before we build.

Works with what you have.

Support

Assembled
Zendesk
Gorgias
Intercom

We configure first: Assembled combines workforce planning with routing by queue opening hours, and your helpdesk may route by schedule too. We start with the one you have, and ask your BPO what it already offers.
We build when: Savings depend on changing shifts or a contract, and nobody can show the work that’s left.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

A forecast of the work left after AI, by interval and language
A coverage plan across your team, AI and BPO
Handoff rules between shifts
A unit-of-work proposal for your next BPO terms

We start from

Helpdesk history and schedules
Your BPO contract and queue reports
Which hours and languages you cover today

From your team

Owner: CX lead, with finance
Involves: Customer service
Finance
Your BPO

Questions teams ask.

Will this cut our team?

It plans coverage, and the decisions are yours. Freed time can go to escalations, coaching and relationship calls, or to avoiding seasonal hiring. We show what changes a payroll or contract line, and what doesn’t.

Our BPO already offers workforce planning.

It may. Ask for it, then compare it with the work that’s left after AI in your own conversations. We help write the unit of work, so the terms follow what got finished.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with finance. We can keep running it with you, or step back.

How do we start?

Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.