Workforce management software that tells you the truth
Erlang C for voice. Concurrency for chat. Backlog models for email. Turnella uses the right queueing formula for each channel, and explains exactly why it needs that many agents. No black box. No per-user licence. No implementation project.
Everything in the WFM cycle
Right model for the right channel
Erlang C for voice queues. Little's Law concurrency for live chat. Backlog flow model for email, tickets, and back-office. Not every channel is a phone queue, and Turnella doesn't pretend otherwise.
Interval-level requirements
See exactly how many agents you need at 09:00, 09:30, and 10:00, not just a daily total. Requirements are computed per-interval using the correct model and displayed as a colour-coded heatmap.
Shift schedule builder
Define shifts with start time, end time, break time, days of week, and headcount. Turnella maps your shifts against requirements and shows where you're covered, understaffed, or overstaffed.
Forecast from your own data
Import historical call, chat, or ticket data via CSV. Turnella learns the day-of-week and intraday patterns, extrapolates forward, and lets you apply event multipliers for peaks and campaigns.
Cost per contact and weekly cost
Enter hourly rates by shift or role. See weekly, monthly, and annual labour cost; cost per contact; and the cost of closing coverage gaps, all before making resourcing decisions.
What-if scenarios
What if AHT drops 30 seconds? What if chat concurrency changes? What if you hire 5 people? Duplicate any assumption set, change one input, and see the headcount and cost difference side by side.
How Turnella compares
vs. the enterprise WFM suite and the spreadsheet it was meant to replace
| Feature | Turnella | Excel | Enterprise WFM |
|---|---|---|---|
| Correct model per channel | ✓ | ✕ | ✓ |
| Erlang C (voice) | ✓ | manual | ✓ |
| Backlog model (email) | ✓ | ✕ | ✓ |
| Concurrency model (chat) | ✓ | ✕ | ✓ |
| Intraday heatmap | ✓ | ✕ | ✓ |
| Shift schedule builder | ✓ | manual | ✓ |
| Cost per contact | ✓ | manual | ✓ |
| Forecast engine | ✓ | ✕ | ✓ |
| What-if scenarios | ✓ | manual | ✓ |
| Setup time | minutes | days | months |
| Per-user licence cost | none | none | $$$ |
| Implementation cost | none | none | $$$–$$$$ |
| Correct math, explained | ✓ | ✕ | black box |
The honest comparison
Why not Verint or NICE WFM?
Enterprise WFM suites are built for 500+ seat operations with dedicated WFM analysts, multi-month implementations, and $50–200k annual licence budgets. If you run a 20-seat contact centre, you will spend 80% of the implementation cost and use 10% of the features. Turnella is built for the other 90%.
Why not Excel?
Excel doesn't have Erlang C built in. Most 'Erlang Excel templates' use approximations. Chat and email are modelled with the wrong formula or not at all. Requirements, schedule, cost, and forecast are in separate files that go out of sync. Turnella keeps everything in one place with the correct model for each channel.
Why not just use the call system's reports?
Your phone system tells you what happened. It doesn't tell you what you need to schedule for next week. WFM is forward-looking: forecast demand, compute requirements, build a schedule, check coverage. That's the gap Turnella fills.
Workforce management software questions
What is workforce management software?
Workforce management (WFM) software helps operations teams match staff to demand by forecasting workload, computing how many agents are needed at each interval, building shift schedules, and tracking coverage and cost. In contact centres, WFM uses queueing models (Erlang C for voice, concurrency for chat) to compute interval-level staffing requirements. Turnella covers the full WFM cycle: import → forecast → requirements → schedule → cost.
What size operation is Turnella for?
Teams of 10–200 people who have outgrown Excel but don't need (or can't afford) enterprise WFM. Contact centres, patient access teams, support desks, operations teams, and anywhere that needs to match staff to a predictable workload pattern.
Do I need to install anything?
No. Turnella runs in your browser. No installation, no IT project, no integration required. Import a CSV from your phone system or ticket tool, run the forecast, and get staffing requirements in minutes.
Is my data private?
By default all data is stored locally in your browser, so nothing leaves your device. If you sign in to enable cloud sync, your workstreams are stored securely in your private account so you can access them across devices. Anonymous use sends no data. You can export everything as CSV at any time.
What's the difference between Erlang C and the models Turnella uses for email?
Erlang C models a real-time queue with random arrivals: it assumes customers arrive at random, wait in a queue, and are served by one of N agents. This is correct for phone calls. Email, tickets, and back-office work accumulate in a backlog and are processed in batches, so the correct model is a flow model: incoming volume vs. throughput capacity vs. SLA clock. Turnella uses Erlang C for voice, Little's Law concurrency for chat, and a backlog flow model for email. Each channel gets the right formula.
Free WFM tools
Build your first staffing plan in minutes, free
No sign-up. No installation. No credit card. Import your data, run the forecast, build a schedule. All in your browser, all in one place.