New Tool Gives Agents Greater Autonomy Over Their Schedules

Calabrio has launched their 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.

For more information about Calabrio - visit the Calabrio Website

About Calabrio

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite.

Find out more about Calabrio

Author: Guest Author
Reviewed by: Megan Jones