Assembled Workforce Management

Currently, we only can see that level of detail one agent at a time. This impacts our ability to see trends and larger picture.

Currently, staffing data is largely unavailable via the MCP. It would be very beneficial to us to be able to query the MCP server and be able to get a full understanding of performance over a given period. When evaluating performance dips, there are three main contributors: Volume delivery (Forecast, Actual, %Acc) Handle Time (Forecast, Actual, %Acc) Staffing (Expected, Delivered, %Fulfillment) Without staffing, we’re missing a key component in understanding why our performance was insufficient in those windows, and requires additional investigative work within the native UI.

We would love the ability for users to be able to add additional sorting options to the export from the agent states extract csv from the agent scorecard. Please include the current queue mapping and give us the ability to select all identifiers from the people page.

It would be helpful to have the ability to see the average occupancy for all agents, just like you have for adherence. You would then be able to filter down to different teams, sites, queues, etc.

Shrinkage metric to be available on the agent score card.

It would be great to have the ability to expand on adherence reporting. Our old WFM tool had a report that we could pull at any level (queue, team, site, individual, etc) to see the users scheduled events vs what state they were actually in. Similar to the agent scorecard, but broken down by the scheduled events vs agent states and easily exportable. When we need to dig into an individuals adherence at an interval level with the current reporting, we are having to export their schedule for days/weeks/months and export their actual states from our call center tool to compare which is time consuming.

I should be able to track adherence on a less than or equal to 1 day interval level (30 minutes, 1 hour)

I should be able to customize the charts displayed at the top of the page so that, in addition to Adherence, I can also view metrics like Occupancy and Scheduled Utilization. I should also be able to add more charts to this section beyond the current options (Average Handle Time, Average Cases Solved, Average Team Adherence, Agent Average Handle Time).

Include a total/average row for all metrics in the team performance reports so metrics like utilization can be understood on a team level without having to export the data.

Add a “Schedule Adherence” widget at the top of the Team Performance page to allow users to quickly view the team’s average schedule adherence for reporting purposes.