New Tool Gives Agents Greater Autonomy Over Their Schedules

Calabrio has launched its next-generation Agentic AI-powered workforce assistant: Agent Copilot.

This new tool is designed to give contact centre agents greater autonomy over their schedules and daily tasks, allowing agents to manage shift changes, request time off, and check scheduling in real time.

Agent Copilot uses natural language processing to enable intuitive, human-like interactions. The platform adapts to individual permissions and staffing needs, supports over 50 languages, and is mobile-first, allowing agents to access it from anywhere.

The launch comes as contact centres increasingly adopt technology that improves employee experience. Research indicates that agent satisfaction is linked to better customer service and lower turnover.

Automation-enabled WFM solutions have demonstrated measurable gains. By streamlining everyday processes and reducing administrative friction, Calabrio aims to help agents focus on customer interactions while maintaining compliance and operational flexibility.

Agent Copilot is included for all Calabrio Workforce Management customers with no additional fees.

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Reviewed by: Megan Jones