WFO

Streamline frontline operations

Use Pathlight's WFO software to schedule the right number of agents at the right time to stay ahead of demand, improve customer experience, and reduce headcount expenses.

Pathlight provides the modern way to manage your workforce. Optimize your staffing needs across multiple channels. Auto-correct your staffing levels based on historical demand, schedules, and performance.

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Drop time-consuming spreadsheets. Build schedules in minutes.

Easily create, visualize, and publish schedules for multiple channels, timezones, and activities with an easy-to-use WFO scheduling interface.

Workforce Optimization Pathlight Product Screenshot
Workforce Optimization Pathlight Forecasting Product Screenshot

Eliminate guesswork. Future-proof scheduling with AI.

Make informed staffing decisions. Leverage AI and industry-standard headcount prediction to forecast upcoming labor demands based on historical volume and performance.

Improve agent experience. Simplify attendance processes.

Allow agents to create, submit, and manage timecards from a single WFO interface. Manage approval processes and streamline payroll by integrating with your existing payroll systems.

Workforce Optimization Pathlight Scheduling Product Screenshot
Workforce Optimization Pathlight Reporting Product Screenshot

Understand scheduling efficacy. Get realtime insights.

Tracking attendance and schedule adherence at the activity level to proactively mitigate inefficiencies and uncover insights to improve support operations.

With Pathlight QA, you get:

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Omnichannel Support

QA conversations across chat, email, and phone.

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Custom Scorecards

Customize scorecards to meet your business and support needs. 

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Automatic Assignment

Assign tickets to graders based on tags, ticket status, and other fields.

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Root-cause Analysis

Drill down QA scores to identify specific interactions that caused poor CSAT. 

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AI Assistance

Automatically detect sentiment, spelling and grammatical errors, and specific phrases.

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Grade Sharing & Appeals

Automate grade sharing and ensure fairness through integrated appeal process

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Side-by-side view

View agent interactions and QA scorecards side-by-side.

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Score Correlation

Correlate CSAT with quality scores for individuals and teams.

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Annotations

Highlight specific text or interactions to deliver focused feedback.

With Pathlight QM, you get:

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Omnichannel Support

QM conversations across chat, email, and phone.

Scorecard 2

Custom Scorecards

Customize scorecards to meet your business and support needs. 

Auto Assign Icon

Automatic Assignment

Assign tickets to graders based on tags, ticket status, and other fields.

Magnify Icon 3

Root-cause Analysis

Drill down QM scores to identify specific interactions that caused poor CSAT. 

Grammar 2

AI Assistance

Automatically detect sentiment, spelling and grammatical errors, and specific phrases.

Share Icon

Grade Sharing & Appeals

Automate grade sharing and ensure fairness through integrated appeal process

Side by Side 2

Side-by-side view

View agent interactions and QM scorecards side-by-side.

Scorecard 2

Score Correlation

Correlate CSAT with quality scores for individuals and teams.

Annotate Icon 3

Annotations

Highlight specific text or interactions to deliver focused feedback.

Integrate with your tools

Pathlight integrates with dozens of platforms, such as Salesforce, Zendesk, Five9, RingCentral, Lessonly, and even your data warehouse.

and many more...

Performance Intelligence + QA
= Customer Service Success

Pathlight integrates QA with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.

Performance Intelligence + QM
= Customer Service Success

Pathlight integrates QM with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.

Ready to get started?

Want to see a custom demo or get help finding the right plan?
We’d love to chat.