Amazon Connect 9.2 Visit Turnella
turnella.com
What it is
Turnella is browser-based workforce management software for operations teams planning staffing without a dedicated WFM department. It forecasts workload, calculates staffing requirements, builds schedules, and models labour costs. Supported channels include inbound voice, live chat, email or back-office work, and 24/7 voice, with a separate staffing model for each. Users can import historical data for interval demand forecasts and manually override intervals. Scheduling includes shift templates, named agent assignments, availability and time-off rules, with Excel or calendar export. CSV imports work with systems such as Genesys, Zendesk, Freshdesk, Five9, Twilio Flex, and Intercom; the maker says sources containing date and volume columns also work. The Core Turnella plan costs nothing, with no credit card, trial period, or expiry. It runs in a browser and offers API access.
Spec sheet
- What it does
- Turnella is a workforce and capacity planning tool that forecasts demand, calculates staffing, builds schedules and models labour cost.Read 15 Oct 2026 · turnella.com
- Purpose
- Turnella helps operations teams forecast workload, calculate staffing requirements, build schedules, and model labour costs.Read 4 Oct 2026 · turnella.com
- Audience
- The product is designed for operations managers, contact centre team leads, and resource planning analysts who need staffing plans without a dedicated WFM team.Read 4 Oct 2026 · turnella.com
- Integrations
- The maker says CSV exports from Genesys, Zendesk, Freshdesk, Five9, Twilio Flex and Intercom can be used when they contain suitable date and volume fields.Read 15 Oct 2026 · turnella.com
- Support
- Support is offered through in-app help chat, documentation, free calculators and [email protected].Read 15 Oct 2026 · turnella.com
- AI data handling
- Turnella says optional AI insights send aggregated planning metrics rather than raw contact data or employee names.Read 15 Oct 2026 · turnella.com
- AI implementation
- Optional AI features use Anthropic Claude Haiku 4.5 and require an Anthropic API key configured in Vercel.Read 15 Oct 2026 · turnella.com
- API availability
- API access, team collaboration and advanced AI narrative are described as future paid-tier features whose pricing is not yet published.Read 15 Oct 2026 · turnella.com
- Channels
- It supports inbound voice, live chat, email or back-office work, and 24/7 voice, using a different staffing model for each channel.Read 4 Oct 2026 · turnella.com
- Chat staffing model
- Live chat uses a concurrency model based on Little's Law, and its first-response service-level result is labelled an approximation.Read 15 Oct 2026 · turnella.com
- Cost analysis
- Cost features include weekly, monthly and annual labour projections, cost per contact, employer-cost uplift, role rates and shift premiums.Read 15 Oct 2026 · turnella.com
- Data import
- The app accepts CSV exports, can auto-detect date, volume and AHT columns, and supports manual entry or synthetic demo data.Read 15 Oct 2026 · turnella.com
- Data residency
- Signed-in planning data is stored in Supabase with the database hosted in Frankfurt, Germany.Read 15 Oct 2026 · turnella.com
- Documentation
- The documentation includes getting-started, workflow, roster, insights, reports, API-feed and troubleshooting sections, plus 20 calculators and 192 guides.Read 15 Oct 2026 · turnella.com
- Email staffing model
- Email, ticket, async-message and back-office work use backlog-flow or throughput models instead of Erlang C.Read 15 Oct 2026 · turnella.com
- Exports
- Schedules can be exported as CSV, Excel or calendar files, including per-agent roster exports.Read 15 Oct 2026 · turnella.com
- Forecast accuracy
- After actuals are imported, Turnella calculates MAPE, bias and the percentage of intervals within 5% of forecast.Read 15 Oct 2026 · turnella.com
- Forecasting
- Forecasts use multiplicative decomposition of base level, trend, day-of-week index and intraday profile, with confidence tiers and manual overrides.Read 15 Oct 2026 · turnella.com
- Independent evidence: creator
- In a LinkedIn workforce-planning discussion, Gonçalo Gomes wrote that he built Turnella.Read 15 Oct 2026 · linkedin.com
- Independent evidence: Gartner category
- Gartner defines workforce-management applications as software, services and often hardware used to manage operational deployment of workers.Read 15 Oct 2026 · gartner.com
- Independent evidence: Gartner feature categories
- Gartner lists compliance, scheduling, time and attendance, reporting and analytics as optional workforce-management capabilities.Read 15 Oct 2026 · gartner.com
- Independent evidence: Gartner listed leaders
- Gartner's visible highest-rated examples included Rippling, Zoho People, greytHR, Humanity, ADP WorkForce Suite and Connecteam.Read 15 Oct 2026 · gartner.com
- Independent evidence: Gartner marketplace size
- Gartner's opened marketplace page showed 113 workforce-management products.Read 15 Oct 2026 · gartner.com
- Independent evidence: Gartner peer lessons
- Gartner says its workforce-management peer lessons were published in October 2025 and summarize reviewer advice about implementation experience.Read 15 Oct 2026 · gartner.com
- Independent evidence: TrustRadius featured products
- TrustRadius's opened homepage featured products such as Datasite, F5 BIG-IP, Shift, Slido and Keepit with review counts, but did not show Turnella.Read 15 Oct 2026 · trustradius.com
- Independent evidence: TrustRadius product coverage
- TrustRadius's recently added-products list included many software products, including BaseRock AI, Levo, Officebooks and MondoTalk, but did not show Turnella.Read 15 Oct 2026 · trustradius.com
- Independent evidence: TrustRadius verification
- TrustRadius says every reviewer is verified and every review is vetted.Read 15 Oct 2026 · trustradius.com
- Legal ownership
- The terms state that the website, application, source code, algorithms, documentation and calculators remain Turnella property.Read 15 Oct 2026 · turnella.com
- Licence
- Turnella is proprietary software under a limited, revocable, non-exclusive use licence; copying, scraping, reverse engineering and redistribution are prohibited.Read 15 Oct 2026 · turnella.com
- Limit: early-access volatility
- The terms warn that features, calculations, interfaces and availability may change without notice during early access.Read 15 Oct 2026 · turnella.com
- Limit: estimates only
- Turnella states that staffing outputs are estimates based on user assumptions and are not guarantees of operational outcomes.Read 15 Oct 2026 · turnella.com
- Limit: no HR system functions
- The terms say Turnella does not manage employment contracts, payroll or legally required HR documentation.Read 15 Oct 2026 · turnella.com
- Limit: one channel per workstream
- Each workstream is assigned one channel, so teams handling calls and email must create separate workstreams.Read 15 Oct 2026 · turnella.com
- Limits
- Each workstream uses one channel type, so teams handling calls and email need a separate workstream for each.Read 4 Oct 2026 · turnella.com
- Maker identity
- The legal notice identifies Turnella as an independent service operated by Gonçalo Gomes in the European Union.Read 15 Oct 2026 · turnella.com
- No native installation
- Turnella runs in a browser and the maker says it requires no installation.Read 4 Oct 2026 · turnella.com
- Planning workflow
- Its workflow runs from data import to forecast, requirements, schedule and cost modelling, with each step feeding the next.Read 15 Oct 2026 · turnella.com
- Pricing roadmap
- Advanced AI narrative, team collaboration, and API access are described as paid-tier features, with pricing details to be published when that tier launches.Read 4 Oct 2026 · turnella.com
- Privacy controls
- Users can export their data as JSON and permanently delete planning data or the account from the account page.Read 15 Oct 2026 · turnella.com
- Roster controls
- Roster planning enforces availability, whole- or partial-day time off, skills, contracted hours, consecutive-day and rest rules.Read 15 Oct 2026 · turnella.com
- Roster FTE calculation
- Contracted FTE is calculated as weekly contracted hours divided by a 40-hour full-time standard.Read 15 Oct 2026 · turnella.com
- Scenario modelling
- Users can create independent what-if scenarios changing volume, headcount, AHT, service-level target, occupancy or shrinkage.Read 15 Oct 2026 · turnella.com
- Scheduling
- Shift templates support start and end times, breaks, days of week, headcount and named-agent assignments with coverage visualisation.Read 15 Oct 2026 · turnella.com
- Security and privacy
- The privacy policy says signed-in planning data is stored in a cloud database hosted in Frankfurt, Germany, and users can export or delete their data from their account.Read 4 Oct 2026 · turnella.com
- Self-hosting
- The maker describes Turnella as a browser service and provides no self-hosting option.Read 15 Oct 2026 · turnella.com
- Target users
- The product is aimed at operations managers, contact-centre leads, resource-planning analysts, operations directors, and HR or finance partners.Read 15 Oct 2026 · turnella.com
- Voice staffing model
- Inbound voice work uses the Erlang C queueing model.Read 15 Oct 2026 · turnella.com
Plans and prices
Core Turnella Free Free to use · no credit card · no trial period · no expiry Read 4 Oct 2026 · turnella.com
Free during early access Free No credit card, no trial period, no expiry Core planning tool · calculators · forecasts · requirements · schedules · cost modelling Read 15 Oct 2026 · turnella.com
Strong points and limits
Strong points
- Interval forecasts from imported historical data
- Manual forecast overrides are available
- Schedules include assignments, availability, and time-off rules
- Exports schedules to Excel or calendar
- Free plan has no expiry or credit card requirement
Limits
- Each workstream supports only one channel type
- Advanced AI, collaboration, and API features are paid-tier roadmap items
- No native installation; browser use is required
Who it suits
It suits operations managers, contact centre leads, and resource planning analysts who need staffing plans without a dedicated WFM team. Teams planning multiple channel types should note the separate-workstream model.
Verdict
Turnella combines interval forecasting and schedule construction in a free browser service. Its one-channel-per-workstream limit is the main planning constraint for mixed-channel operations.
Where Specifiction places it
- Capacity Planning Software#18 of 627.9
- Call Center Workforce Management Software#10 of 247.9
