help centre managers plan their staffing more efficiently;
	save on operating overheads, and
	provide better utilisation of existing equipment and facilities.

VETO evaluates :

	Minimum cost and appropriate shift staffing required to meet preferred grades of service
	Resultant costs and grades of service for any generated roster
	Variation of costs and staff requirements resulting from changes in voice and/or email grade of service
	Effects of different email grade of service measurements (e.g.100% served in 24 hours vs 80% served in 8 hours)
	Workflow for emails for every hour of the week
	Workflow for voice calls for every hour of the week
	Sensitivity of grade of service to changes in voice or email traffic presented, or to changes in staffing configuration
	Per-shift staffing requirements and costs.

All calculations are done in a 7-day x 24-hour environment . . .

For any given workload of voice calls and emails, staff are assigned in pre-defined shift patterns . . .

With a full set of cost data provided for each configuration of staff . . .

Using our optimising algorithms, staff are assigned to provide the lowest cost solution, while meeting shift structure requirements (e.g. minimum numbers on night shifts, maximum numbers not to exceed available seating etc.) and meeting Grade of Service requirements.

Email Grade of Service can be optimised to be any of the following:

Minimum cost all emails served sustainably with the minimum cost staffing configuration Average specified e.g. average service time of all emails is 12 hours or less Percent specified e.g. 90% of all emails served in 24 hours or less Express service all emails served in one hour or less.

Distribution of email service times is shown as a histogram (the most logical way to view email GOS) . . .