Automated NICE CXone Coverage Checks
Every night, WebRun opens NICE CXone, reads tomorrow's forecast contact volume against the agents actually scheduled, works out which hours and skills are short, posts the gaps to Microsoft Teams, and drafts an overtime offer in Gmail for a supervisor to approve.
How do I check tomorrow's contact center staffing against the forecast?
Every night, WebRun opens NICE CXone, compares tomorrow's forecast contact volume against the agents actually scheduled, hour by hour and by skill, and works out where cover is short. It posts the gaps to Microsoft Teams and drafts an overtime offer in Gmail for a supervisor to approve.
- Short hours are found the night before, not during the shift
- Gaps are reported by skill so cover actually fits the queue
- An overtime offer is drafted and waiting for a supervisor to send
Built for workforce planners · contact center managers · support operations · BPO teams
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.nice.comin a real browser with your saved login - no setup, no API keys. -
1
NICE CXone - compare forecast against roster
nice.com
WebRun opens NICE CXone to compare forecast against roster. - Open NICE CXone and pull tomorrow's forecast contact volume, broken down by hour
- Read the published schedule for tomorrow: which agents are on, when, and with which skills
- Compare required against scheduled for each hour and each skill group
- Record the size of every gap and the hours where you are over-staffed too
Done when Every hour of tomorrow has a required figure, a scheduled figure and a difference.
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2
Microsoft Teams - post the short hours
microsoft.com
WebRun opens Microsoft Teams to post the short hours. - Post tomorrow's coverage picture to the workforce channel, worst hour first
- Show the skill each gap sits in, since a gap in one queue is not fixed by cover in another
- Name the over-staffed hours too, so a shift swap can close the gap at no extra cost
Done when The planning channel has tomorrow's gaps and surpluses by hour and skill.
-
3
Gmail - draft the overtime offer
gmail.com
WebRun opens Gmail to draft the overtime offer. - Draft an overtime offer naming the hours short and the skill needed
- Address it to the agents qualified for that skill who are not already rostered
- Leave the email unsent as a draft. WebRun never emails agents or changes a schedule
Done when An overtime offer sits in drafts ready for a supervisor to review and send.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it email agents or change the schedule?
No. The overtime offer is left as an unsent Gmail draft and the schedule is never edited. A supervisor reads the draft, adjusts it, and sends it themselves.
Why does it run at night?
Because a gap found the night before can still be fixed. Running it after the next day's schedule is published leaves time for an overtime offer or a shift swap before the shift starts.
Does it account for skills?
Yes. It compares forecast against scheduled agents within each skill group, so cover in one queue is never counted as cover for another.
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