Resource Management

Streamline Task Assignments with Real-Time Visibility

The Resource Scheduler in Alemba Service Manager is a smart, scalable tool that helps managers assign work efficiently based on real-time agent availability, skills, and workload. Designed for simplicity and control, it offers an intuitive drag-and-drop interface, live calendar views, and built-in automation to optimize productivity, prevent scheduling conflicts, and reduce administrative effort.

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Instead of relying on spreadsheets or static tools, teams can now utilize visual scheduling to assign the right work to the right people at the right time. As priorities shift or workloads change, the scheduler updates in real time, enabling agile and proactive task management.

What Alemba Service Manager Provides

  • Real-Time Agent Matching: The scheduler matches tasks with available agents based on workload, availability, and time slots.
  • Skills Filtering: Filter available resources by skill set to ensure that the most qualified person gets the job.
  • Drag-and-Drop Scheduling: Easily assign tasks by dragging them onto agents in a visual calendar or timeline view.
  • Live Task Calendar: View workloads, open slots, deadlines, and assignments across your team in a single interface.
  • Dynamic SLA Forecasting: Recalculate SLA deadlines based on the actual timing and availability of resources.
  • Task Prioritization: Prioritize by urgency, SLA, or business impact to keep critical work on track.
  • Conflict Detection: Automated alerts flag overlaps, double-bookings, or unavailable agents.
  • Seamless Integration: Tightly integrated with the Alemba Service Desk and workflow engine.
  • Analytics & Reporting: Track performance, utilization, and trends in task allocation with built-in reporting tools.
Unified Service Gateway

Business Benefits

Faster, Smarter Assignments

Allocate tasks accurately using real-time insights into agent capacity and skills.

Higher Customer Satisfaction

Resolve issues faster by routing work to the right agents at the right time.

Optimized Resource Use

Avoid under- or over-utilization while reducing overtime costs.

Improved SLA Performance

Meet deadlines more consistently through proactive prioritization.

Reduced Admin Overhead

Save time with drag-and-drop scheduling and automatic updates.

Greater Visibility & Control

See current assignments, gaps, and bottlenecks with full transparency.

Scalability

Easily expand scheduling to accommodate more agents, teams, or service volume.

Fewer Errors

Avoid delays or conflicts with automated detection of overlapping or invalid bookings.

Improved Collaboration

Give teams shared visibility into work distribution and progress.

Data-Driven Planning

Use performance metrics and trend data to adjust staffing and improve efficiency.

Alemba Service Manager workflow on iMac

Customer Success: Major European Bank

A major European bank used Alemba Service Manager’s Resource Scheduler to replace manual spreadsheet-based scheduling. Managers were struggling to track who was available and when—resulting in errors, delays, and poor SLA performance.

By switching to the drag-and-drop interface with real-time matching, they could quickly assign tasks based on agent availability and skills. SLA deadlines adjusted automatically as schedules changed, and reporting became far more accurate.

Results:

  • 65% reduction in time spent on scheduling
  • 18-point improvement in SLA performance
  • Fewer errors and more consistent service delivery

See It in Action

Want to improve service delivery through better resource planning? Discover how Alemba Service Manager makes workforce scheduling fast, accurate, and scalable.

Book a Demo