See where service could fall behind
Forecast demand and planned coverage are compared at the times that matter most.
Workforce planning & adherence
Connect workload forecasts to schedules your team can actually use.
See expected volume, staffing needs, coverage gaps and live team status in one platform.
MYCH IQ / NOVERA
Forecasting & planning
Tuesday 25 August · Contracts team
Schedule published
Forecast contacts486Tuesday 25 August
Forecast coverage97 %+15 points
Understaffed hours0 hfull coverage
Forecast SLA · 80/2093 %target 90%
Adviser schedule
ShiftAdjusted shift
08091011121314151617181920
CL
Camille LaurentSupervision
YE
Yassine El AmraniBilling
SD
Sophie De SmetCustomer service
NJ
Noor JanssensFR / NL
TL
Thomas LeroyOperations
Scheduled advisers2344344441111
Required staffing2344344441111
Scheduled staffing meets the requirement in every time slot.
2 approved adjustments
SD
Sophie De Smet
Shift brought forward to 13:00 · Covers 13:00–17:00
NJ
Noor Janssens
Shift extended to 17:00 · FR / NL skills
CLApproved by Camille Laurent
Coverage & impact
BeforeAfter
Forecast coverage82 %97 %
SLA 80/2074 %93 %
Understaffed hours3 h0 h
Forecast peak wait3 min45 s
Availability respected · Statutory break · 38-hour weekly limit
Demo · Fictional data
Forecasts by channel and time slot
Visible gaps between staffing and demand
Adherence and supervisor alerts
How it works
A clear process, from start to finish.
Propose, then approve
A proposed schedule can be generated and remains subject to the supervisor’s decision.
Move from planning to live operations
Queues, availability, conversations, breaks and adherence exceptions connect forecasts to actual operations.
The product in action
Watch the state change, not a decorative image.
The demo shows the information that appears, the rule that applies and the final state your team can use.
Demonstration with fictional data.MYCH IQ / NOVERA
Forecasting & planning
Tuesday 25 August · Contracts team
Schedule published
Forecast contacts486Tuesday 25 August
Forecast coverage97 %+15 points
Understaffed hours0 hfull coverage
Forecast SLA · 80/2093 %target 90%
Adviser schedule
ShiftAdjusted shift
08091011121314151617181920
CL
Camille LaurentSupervision
YE
Yassine El AmraniBilling
SD
Sophie De SmetCustomer service
NJ
Noor JanssensFR / NL
TL
Thomas LeroyOperations
Scheduled advisers2344344441111
Required staffing2344344441111
Scheduled staffing meets the requirement in every time slot.
2 approved adjustments
SD
Sophie De Smet
Shift brought forward to 13:00 · Covers 13:00–17:00
NJ
Noor Janssens
Shift extended to 17:00 · FR / NL skills
CLApproved by Camille Laurent
Coverage & impact
BeforeAfter
Forecast coverage82 %97 %
SLA 80/2074 %93 %
Understaffed hours3 h0 h
Forecast peak wait3 min45 s
Availability respected · Statutory break · 38-hour weekly limit
Demo · Fictional data
Workforce planning & adherenceDemo
One product language
Context stays available where your team needs it.
Each module uses the same fictional customers, statuses and control logic to show a coherent product, not a collection of dashboards.
MYCH IQ / NOVERA
Quality & analytics
18–24 August 2026 · Customer service
All channels7 days
Requests handled2,196over 7 days
Service level93 %at 20 s · target 90%
First-contact resolution81 %of requests
Handling time4 min 12on average
Escalation rate6.4 %to a supervisor
Conversation quality
128 conversations evaluated
Average score4.5 / 5
Validated104
To review24
Recurring themes conversations
Unclear bill explanation34
Customer follow-up not tracked21
Overly formal tone in Dutch14
Handoff without a full summary11
Random sample · Last 7 days
AI operations
over 7 days
Autonomous resolutions58 % of requests
1,274Approvals requested6.6 % of requests
145Human handoffs33 % of requests
725Failed actions0.8 % of actions
17Confidence distributionThreshold 0.85
< 0.70
4 %
0.70–0.79
9 %
0.80–0.84
14 %
0.85–0.89
27 %
0.90–0.94
30 %
≥ 0.95
16 %
Below 0.85: approval or handoff.
Real timeVoice + chat · Snapshot at 11:24
Queued9
In progress14
Max. wait2:05
Demo · Fictional data
Apply this process to your operation
Let’s discuss a real customer journey.
We start with your request, your rules and the exact point where a human must keep the decision.