# Overtime management for call center agents in Connect Customer
<a name="scheduling-overtime"></a>

Simultaneously achieving Service Level (SL), Average Speed of Answer (ASA), and cost targets requires matching supply (\# of agents) and demand (\# of contacts \* handle time). Overtime (OT) and Voluntary Time Off (VTO) are two mechanisms that the contact center management team can deploy to achieve both targets. OT allows handling a contact surge or agent shortages without the need to hire more employees while VTO allows handling a low volume contact period without the expenses of employees in an idle state.

**Topics**
+ [Create overtime slots](create-ot-slots.md)
+ [Agent accept or decline](agent-accept-decline-ot.md)
+ [Supervisor override](supervisor-override-ot.md)
+ [Overtime for multi-skill forecast groups](multiskill-overtime.md)