Who's On WhatPlan every channel
See exactly who owns phones, inboxes, live chat and specialist queues through the day.
For customer service teams
The right people on every channel.
Balance phones, email, live chat, casework, coaching and offline time in one rota your team can understand at a glance.
Balance channel coverageProtect offline timeReact to demand
Why Who's On What
Make coverage visible before the queue gets busy
Make space for focused work
Schedule casework, coaching, meetings and training without losing sight of live cover.
Adjust when demand changes
Move people between duties and make the latest plan visible immediately.
From setup to a shared rota
1
Map your demand
Set up channels, queues and offline activities.
2
Match people to work
Use skills and availability to build sensible cover.
3
Review together
Give leads and agents one reliable view of the day.
Worked example · A service spike at 14:00
A real planning decision
The lead moves Sam from training to phones for an hour, keeps Jordan on chat and delays non-urgent casework. Agents see the revised ownership in the same rota.
Product evidence
- Separate Phone, Email and Chat blocks on one day
- Offline training and casework shown beside live-channel cover
- Gap markers that expose an uncovered interval before publishing
Where it stops
A clear fit matters more than an over-broad promise.
- It does not forecast contact volume or replace a contact-centre platform.
- Queue performance and customer records stay in their existing systems.
- Leads must decide when service demand justifies moving protected offline work.
Frequently asked questions
Can we rota multiple channels?+
Yes. Phone, email, chat, specialist queues and offline activities can be separate work types.
Does it show live queue data?+
No. Use your service platform for live demand, then reflect staffing decisions in the rota.
Can agents view without editing?+
Yes. Role-based access can give agents a clear read-only schedule.
Ready to use for customer service teams?
Start free with up to five people. Add your team when you're ready.