AI-powered workforce management for contact centers

QuNeva covers the full WFM pipeline — forecasting, Erlang staffing, capacity, shifts, optimized schedules and real-time adherence — with a built-in AI assistant that answers your agents in Arabic and English.

• Built AI-first: a governed assistant that reads schedules, KPIs and coverage — and acts with user confirmation
• Authentic Arabic: complete MSA interface with native RTL, Hijri calendar and Ramadan-aware forecasting
• Serious engine: per-interval Erlang staffing, constrained schedule optimizer, accuracy tracking (MAPE/WMAPE)
• Three flexible plans — from core workforce tools to the full AI suite

Forecasting & staffing that speak Erlang

• Per-channel volume imports (voice, chat and more) with a forecast studio and saved forecast plans.
• Erlang staffing requirements per interval, capacity plans, and batch headcount for hiring waves.
• Forecast accuracy on elapsed days: MAPE, WMAPE, MAE, RMSE and bias — so the forecast earns trust.
• Region-aware inputs: Hijri calendar, prayer times, Ramadan and special-event windows shape the forecast.

Scheduling three ways

• A constrained optimizer that builds schedules from work plans, start windows and break/lunch layouts.
• Repeating rotation patterns (always-forward, multi-week) for operations that run on fixed cycles.
• Excel import for teams migrating from spreadsheets — validated row by row.
• Grid editing with locking, activity distribution, publish-with-notifications and byte-perfect schedule restore.

Live operations, not just plans

• Intraday monitoring and real-time adherence (RTA): who is on schedule right now, with late/absent flags.
• A coverage heatmap of scheduled vs required staff per interval, with weekend and Ramadan overlays.
• One approval inbox for leave, break changes, absence, overtime, work-from-home and shift swaps.
• AI auto-fix detects overstaffed spans and trims them without breaking coverage — snapshot and one-click revert included.

QuNeva Assist — the AI at the center

• Agents ask in their own words: my schedule, my breaks, my leave balance, the nearest leave window, my KPIs.
• Leaders and planners get team KPIs and coverage summaries; everyone can ask it to find any page.
• Answers come from a closed, permission-aware tool catalog — it sees only the asker's own scope and never invents numbers.
• Optional guarded actions: it prepares a leave request, break change or shift trade that the user confirms with one tap.
• It replies in the asker's language — Arabic or English — and remembers the conversation.

Self-service agents actually use

• My Portal, My Schedule and My Requests: the full request lifecycle from an agent's phone (responsive to 375 px).
• Shift preferences that feed the optimizer, plus vacation and shift bidding allocated by seniority with fairness caps.
• QuNeva Pulse gamification: coins, achievements, streaks and team leaderboards.
• Internal messaging within the reporting line, an org community board, and an announcements ticker.

Analytics, fairness and delivery

• Adherence and conformance vs actual states per agent and per day, with an actuals import.
• A named-dashboard builder with live widgets, styled Excel report exports, and scheduled email deliveries.
• A Gini-based fairness lens over weekends, lates and hours — because equitable schedules retain agents.
• Engine-generated recommendations: low adherence, under- and over-staffing surfaced as actionable cards.

Enterprise-grade security

• Multi-tenant isolation enforced in SQL on every query, with deny-by-default row-level security.
• 2FA and passkeys, login rate limiting, and automatic session revocation when a password changes.
• A full audit trail of every significant action, scoped per organization.

Frequently asked questions

What is QuNeva WFM?

QuNeva is a web-based workforce management platform for contact centers. It covers the complete WFM pipeline — historical data, volume forecasting, Erlang staffing requirements, capacity planning, shifts and rotations, optimized schedules, and real-time adherence — with agent self-service and a built-in AI assistant.

What makes QuNeva different from traditional WFM suites?

Three things. First, it is built AI-first: QuNeva Assist is a governed assistant wired into the platform's own permission system, so it answers from real data within the asker's scope and can prepare user-confirmed actions. Second, Arabic is a first-class language — complete Modern Standard Arabic UI with native RTL, Hijri calendar and Ramadan-aware forecasting, which traditional suites treat as an afterthought. Third, plans that fit: three tiers from core workforce tools to the full AI suite, priced by team size — no one-size-fits-all enterprise license.

How is QuNeva priced?

QuNeva comes in three plans: Essentials (the core workforce tools), Professional (the full planning pipeline — forecasting, Erlang staffing, the optimizer, coverage and adherence), and AI Suite (everything, plus QuNeva Assist, guarded actions and AI auto-fix). Pricing follows your team size — contact sales for a quote and a live demo. Integrations with other systems are priced separately from the monthly or annual subscription: the cost depends on the system being integrated (a one-time setup fee and, where applicable, a monthly maintenance fee), quoted per system. The WFM calculators and guides on our blog are free for everyone.

Does QuNeva support Arabic and right-to-left layouts?

Yes, completely. Every screen ships in Modern Standard Arabic and English with native RTL layout, verified page by page down to 375 px wide. The AI assistant also answers in the language you ask in.

How does the AI assistant keep data safe?

QuNeva Assist runs on a closed catalog of tools with per-role permission gates, executed as the asking user. It cannot query anything outside the asker's own scope, and write actions exist only behind an explicit user confirmation. It never invents numbers — answers are grounded in tool results.

How does QuNeva calculate staffing requirements?

From your per-channel volumes and handle times, QuNeva computes per-interval staffing requirements using Erlang traffic models, then rolls them into capacity plans with shrinkage. Forecast quality is measured on elapsed days with MAPE, WMAPE, MAE, RMSE and bias.

Can agents swap shifts or bid for vacations?

Yes. Agents post shift trades that go through approval, request leave and break changes, set shift preferences that feed the optimizer, and join vacation and shift bidding rounds allocated by seniority with fairness caps.

Is QuNeva suitable for Ramadan and regional operations?

That is exactly where it was born. Forecasting takes Hijri calendar, prayer-time and Ramadan inputs; coverage views carry Ramadan and iftar overlays; weekends are configurable per organization (e.g. Friday–Saturday); and the whole product works in Arabic with RTL.

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