Solutions · Back Office (WFM)
Plan the workbefore it lands.
Every request is classified at intake with the skill it needs, the effort and the due date. Your team sees what came in, what is due, what is stuck and on whom, and the hours of work ahead by skill.
Work ahead, by skill
Illustrative values
| Skill | Items | Hours | Due today |
|---|---|---|---|
| Claims review | 42 | 63 | 9 |
| Underwriting | 18 | 27 | 4 |
| Customer service | 75 | 31 | 22 |
| Compliance review | 6 | 9 | 2 |
Known the moment each request lands, not after it reaches an inbox.
The problem today
Today, the back office plansafter the work arrives.
Work lands in inboxes
Requests arrive by email and portal with no type, no owner and no due date.
The backlog is a guess
Nobody knows how many hours of work are waiting, or for which skill.
Deadlines missed in silence
Regulatory clocks run out before anyone sees the case.
Staffing by gut feel
Schedules are set from last month, not from the work already on its way.
How it works
From intaketo a staffed plan.
Classify at intake
Each request gets a work type, the skill it needs, the effort and a due date.
Route by skill
The skill is a role, not a person: your workforce tool decides who takes it.
See it live
One view of what is due, what is stuck and on whom.
Feed your WFM, or use ours
The data flows to your WFM and BI through the Callvu Analytics API. No WFM yet? We build one for you on it.
Decide in the Decision Desk
Exceptions and approvals go to the right person, with nudges by email or text.
Minute zero
See Thursday's workon Monday morning.
Today the back office finds out about work when it lands in the queue, days after the customer asked. Callvu classifies every request by skill, effort and due date the moment it starts, so you plan the week before it happens.
Today, without Callvu
You see the work when it lands on your desk
Requests sat in inboxes and email until documents came back. On Thursday they all land at once.
With Callvu
You see it at minute zero, and plan for it
With Callvu, the week is visible from minute zero and Thursday is staffed on Monday.
Every request is classified by skill, effort and due date the moment it starts, so the whole week is visible on Monday morning.
The back office view
One live viewof the work.
- What came in today, by work type and channel
- What is due, and for whom
- What is stuck, and on whom
- Who did the work, and how long it took
- The skills you need to staff, and when
From a lending demo. Names and figures are invented.
Built to your workforce model
You choose what Callvu sends to your back office WFM: which fields, which work types, which events and in what format.
No workforce management system yet?
We build one for you on the Callvu Analytics API: the work by type and skill, what is due and stuck, and the hours to staff.
Watch · 1:01
Minute zero,planned ahead.
Every request gets its work type, skill, effort and due date the moment it starts. Watch the back office see the work ahead by skill, staff for it, and decide exceptions in the Decision Desk.
Read the transcript
In the back office, work arrives without warning. Requests come in by email and portal, with no type, no owner and no due date. Nobody knows how many hours are waiting, or for which skill, until a deadline is missed. With Callvu, the back office sees the work at minute zero, the moment the customer starts. Each request gets a work type, the skill it needs, the effort and a due date. The skill is a role, not a person. Your workforce tool decides who takes it. One view shows what came in, what is due and for whom, and what is stuck, and on whom. So next week is staffed for the work already on its way. The data feeds your WFM and BI through the Callvu Analytics API. No WFM yet? We build one for you. Exceptions and approvals go to the right person in the Decision Desk, with nudges by email or text. Plan the work before it lands.
Proof
Live in production.In weeks, not months.
The same layer under all four solutions
The same evaluators, the same orchestrator and the same record, whichever door the work came through.
See your back office before the work arrives
Bring your busiest queue. We will show you the work ahead by skill, the day it lands.