CallRoster Pro

CallRoster Pro

An intelligent workforce scheduling system that automates call center roster planning using constraint optimization. It replaces manual spreadsheet scheduling with an optimized, fair, and rule-compliant roster generated in a single click.

✨ Key Features

👨‍💼 Manager Portal

• Configure agents, skills, shifts, and departments
• Define coverage requirements and shift capacities
• Manage leave balances and public holidays
• Generate optimized weekly rosters with one click
• Review, publish, and lock generated schedules
• Import and export rosters using Excel

👤 Agent Portal

• Submit leave requests
• Request preferred off-days
• Apply for shift changes
• Request overtime
• View published schedules from any device

🧠 Optimization Engine

Powered by Google OR-Tools CP-SAT to generate high-quality schedules.

Hard Constraints

These rules are never violated:

• No double-booking of agents
• Guaranteed weekly rest days
• Maximum one shift per day
• Shift capacity limits
• Valid skill-to-shift assignments

Soft Constraints

The solver optimizes for:

• Employee leave and off-day preferences
• Shift change requests
• Overtime preferences
• Balanced workload distribution
• Coverage targets

💡 Key Design Decisions

• Graceful Understaffing: Coverage minimums are modeled as soft constraints using shortfall variables, ensuring a feasible roster is produced even when perfect staffing isn't possible.
• Fairness First: Uses a minimax optimization strategy to distribute denied requests as evenly as possible.
• First-Come, First-Served Tie-Breaking: Applied only after fairness optimization, ensuring request order never overrides a better overall schedule.
• Reusable Solver: Database-independent optimization engine that is unit-tested and shared across roster generation and Excel validation.

🔄 Roster Workflow

Draft ↓ Published ↓ Locked

• Automated scheduling lifecycle
• Friday night roster generation
• Monday morning publication
• Locked rosters prevent accidental modifications

🔒 Security

• JWT-based authentication
• Role-Based Access Control (RBAC)
• Secure API endpoints
• Protected manager and agent dashboards

🛠️ Tech Stack

Backend

• FastAPI
• SQLAlchemy 2.0
• PostgreSQL
• Google OR-Tools (CP-SAT)

Frontend

• React 19
• TypeScript
• TanStack Query
• Progressive Web App (PWA)

Deployment & Infrastructure

• Cloud Run
• Supabase
• Vercel

Additional Tools

• openpyxl (Excel Import/Export)
• JWT Authentication