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QStory Workforce Management

qstory.ai

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Spec score 7.7 #9 of 21 in Customer Service Workforce Management Software

What it is

QStory Workforce Management is a cloud-native workforce management platform for contact centers. It covers forecasting, scheduling, real-time adherence, and responses to changing demand. Forecasting can model scenarios such as seasonal peaks and planned outages, while tracking accuracy against volume and average handling time targets. Teams can import historical contact data or an existing forecast from Excel or another platform. Agents can request shift swaps, breaks, and schedule changes through self-service, with guardrails tied to demand and service levels. Intraday tools monitor workload and adherence, automate remediation, and move staff between queues. The Work Item Manager accepts tasks by CSV or connects to systems such as Zendesk or Salesforce, then prioritizes work by urgency and agent skills. QStory says it integrates with contact-center, CRM, HR, payroll, chat, ACD, and learning systems; exact integrations are confirmed during implementation. It offers web and mobile access on Android and iOS. Pricing is discussed on request; live demos and, in many cases, pilots are available.

Spec sheet

What it does
QStory is a cloud-native workforce-management platform for contact centres covering forecasting, scheduling, real-time adherence and intraday demand response.Read 15 Oct 2026 · qstory.ai
Product
QStory describes itself as an AI-native, cloud-native workforce management platform for contact centers, covering forecasting, scheduling, real-time adherence, and dynamic demand response.Read 2 Oct 2026 · qstory.ai
Deployment
QStory describes the platform as fully cloud-native and says it does not require on-premise infrastructure.Read 2 Oct 2026 · qstory.ai
Integrations
QStory says it integrates with cloud contact-centre platforms, ACDs, Salesforce, Microsoft Dynamics, HR and payroll systems, chat tools and learning-management systems.Read 15 Oct 2026 · qstory.ai
Security
QStory lists role-based access controls, audit logs, encryption in transit and at rest, and support for relevant frameworks such as GDPR and ISO; detailed information is available by requesting its security pack.Read 2 Oct 2026 · qstory.ai
Support
After go-live, QStory lists dedicated account support, training and onboarding resources, product updates, and workforce planning guidance; support options and service levels depend on the plan.Read 2 Oct 2026 · qstory.ai
Headquarters
London, United KingdomRead 28 Sep 2026 · qstory.ai
Agent Flex
Agent Flex lets employees move, slide or split parts of shifts while staying within operational guardrails.Read 15 Oct 2026 · qstory.ai
API and SDK
The reviewed official pages describe integrations but do not identify a public API, SDK or developer portal.Read 15 Oct 2026 · qstory.ai
Back office
QStory’s Work Item Manager can accept tasks by CSV or connect to systems such as Zendesk or Salesforce, and can prioritize work based on urgency and agent skills.Read 2 Oct 2026 · qstory.ai
Back-office connectors
Back-office tasks can be uploaded by CSV or connected directly from Zendesk and Salesforce.Read 15 Oct 2026 · qstory.ai
Back-office work
Work Item Manager acts as a back-office queue, records task handling times and prioritises work using skills and service-level rules.Read 15 Oct 2026 · qstory.ai
Certification
QStory says it renewed its ISO 27001 certification for 2026–2029.Read 2 Oct 2026 · qstory.ai
Company size and ownership
LinkedIn lists QStory as privately held, headquartered in London, founded in 2016 and employing 11–50 people.Read 15 Oct 2026 · linkedin.com
Crunchbase company facts
Crunchbase lists QStory as a private Guildford, Surrey company with 11–50 employees and names Fiona Coleman and Paddy Coleman as founders.Read 15 Oct 2026 · crunchbase.com
Documentation and support
Capterra lists email/help-desk, phone, chat, knowledge-base, FAQ, live-representative and documentation support options.Read 15 Oct 2026 · capterra.com
Employee engagement
The Agent App lets staff view schedules, request time off, report absence or lateness and swap shifts or breaks.Read 15 Oct 2026 · qstory.ai
Forecast inputs
Users can import historical contact data or bring in an existing forecast from Excel or another platform.Read 2 Oct 2026 · qstory.ai
Forecasting
The forecasting module imports historical data, smooths anomalies, models scenarios and measures forecast accuracy against volume and average-handle-time targets.Read 15 Oct 2026 · qstory.ai
Google Play app
The QStory Agent App provides schedules and real-time-management access on smartphones, has 10K+ downloads and was updated on January 12, 2026.Read 15 Oct 2026 · play.google.com
Google Play data practices
The Play listing says no data is shared with third parties, while location, personal information and messages may be collected; data is encrypted in transit and cannot be deleted.Read 15 Oct 2026 · play.google.com
Intraday automation
QStory continuously reforecasts demand and can redeploy staff, update schedules and nudge adherence according to planner rules.Read 15 Oct 2026 · qstory.ai
Intraday management
The platform monitors real-time adherence and workload, and can automate remediation and move staff between queues as demand changes.Read 2 Oct 2026 · qstory.ai
ISO certification
QStory announced ISO/IEC 27001 accreditation including ISO 27017 and ISO 27018 cloud-security controls.Read 15 Oct 2026 · qstory.ai
Legal maker name
The Google Play listing identifies the developer as QSTORY LIMITED.Read 15 Oct 2026 · play.google.com
Licence
The reviewed product pages do not state an open-source licence; QStory is presented as a commercial hosted service.Read 15 Oct 2026 · qstory.ai
Limit: holiday workflows
Reviewers report difficulty managing holidays, restrictions around contracted-hour configurations and no escalation option for some requests.Read 15 Oct 2026 · g2.com
Limit: implementation
One G2 reviewer reports minor bugs during implementation and another describes a substantial initial learning curve.Read 15 Oct 2026 · g2.com
Limit: integrations
A G2 reviewer reports challenges integrating QStory with existing systems.Read 15 Oct 2026 · g2.com
Limit: pricing
A G2 reviewer calls QStory expensive, while the vendor publishes no public rate card.Read 15 Oct 2026 · g2.com
Limit: reporting and documentation
G2 reviewers request more detailed productivity reporting and a comprehensive how-to guide.Read 15 Oct 2026 · g2.com
Mobile access
QStory says agents can access WFM through mobile, and its Agent App is available on Google Play for Android.Read 2 Oct 2026 · qstory.ai
Multi-modal scheduling
One scheduling engine covers voice, chat, email, deferred work, back-office tasks and branch or field teams.Read 15 Oct 2026 · qstory.ai
News: Frost & Sullivan award
QStory announced receiving Frost & Sullivan’s 2025 Europe Enabling Technology Leadership recognition on October 14, 2025.Read 15 Oct 2026 · qstory.ai
News: Nationwide partnership
QStory reported that its Nationwide Building Society back-office project won a Forum Partnership Award in 2026.Read 15 Oct 2026 · qstory.ai
Praise: automation
G2 reviewers say automatic schedule updates and intraday responses reduce manual work and overstaffing.Read 15 Oct 2026 · g2.com
Praise: flexibility
G2 reviewers repeatedly praise self-service scheduling, shift changes, time banks and improved work-life balance.Read 15 Oct 2026 · g2.com
Praise: usability and support
G2 reviewers describe the interface and mobile app as easy to use and report strong implementation and customer support.Read 15 Oct 2026 · g2.com
Rating on Capterra
0.0 out of 5 from 0 reviewsRead 15 Oct 2026 · capterra.com
Rating on G2
4.3 out of 5 from 10 reviewsRead 15 Oct 2026 · g2.com
Rating on GetApp
0 out of 5 from 0 reviewsRead 15 Oct 2026 · getapp.com
Schedule optimisation
The platform moves offline work such as training and coaching into quieter periods while protecting service levels.Read 15 Oct 2026 · qstory.ai
Scheduling
QStory supports rotations, generated shifts, shift bidding and preference-based scheduling in the same business unit.Read 15 Oct 2026 · qstory.ai
Security controls
QStory states that it supports role-based access, audit logs, activity tracking and encryption both in transit and at rest.Read 15 Oct 2026 · qstory.ai
Self-hosting
QStory describes the product as fully cloud-native and says on-premise infrastructure is unnecessary.Read 15 Oct 2026 · qstory.ai
Trial and demo
QStory offers live demos and, in many cases, pilot opportunities; it does not state a self-serve free trial or trial duration on this page.Read 2 Oct 2026 · qstory.ai
Who it serves
QStory says it serves contact centers from small teams to large enterprises in sectors including financial services, telecom, retail, healthcare, travel, public sector, and BPO.Read 2 Oct 2026 · qstory.ai

Plans and prices

QStory subscription Priced on request per licence per month modules used · team size · channels · sites · deployment complexity Read 15 Oct 2026 · qstory.ai
QStory Workforce Management Priced on request Price plans discussed with QStory; no amount published Read 2 Oct 2026 · qstory.ai

Every QStory Workforce Management plan and price →

Strong points and limits

Strong points

  • Models seasonal peaks and planned outages
  • Agents can request schedule changes through self-service
  • Can prioritize work by urgency and agent skills
  • Cloud deployment requires no on-premise infrastructure

Limits

  • Pricing is available on request
  • Exact integrations are confirmed during implementation
  • No self-serve trial or trial duration is stated

Who it suits

QStory serves contact centers ranging from small teams to large enterprises, including organizations in financial services, telecom, retail, healthcare, travel, public sector, and BPO. It may suit teams seeking forecasting, scheduling, adherence monitoring, and demand-based staffing tools.

Verdict

QStory combines forecasting, agent scheduling, intraday monitoring, and work-item prioritization in a cloud platform. Buyers should confirm exact integrations, pricing, and support service levels with QStory.

Where Specifiction places it

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