Workforce Management

Shrinkage metric to be available on the agent score card.

Requesting an exportable report to compare an agent’s scheduled events against their agent states, highlighting adherence discrepancies in a clear and concise manner. Currently the export from the agent scorecard only includes the agent state data, not what the agent actually did.

Requesting the addition of a feature that allows for the generation of a cumulative productive adherence report for all team members across all channels. Currently, the team performance report breaks down adherence by individual channels and does not provide a cumulative view. To get the desired data, I must run separate reports for each agent via their individual scorecards, which is impractical for teams with a large number of members.

I would like to customize/control what metrics we allow the agents to see in their own Scorecard.

As a workforce manager, I'd love to be able to view in a trend line chart, different date range options, a comparison of all key performance metrics to help tell the story with the data better. I'd love the trend charts day over day, week over week, month over month, even being able to open up an annual trend and being able to choose a daily or weekly trend line. What I'd love to see is the ability to see key performance metrics that could be driving SL up or down, depending on behaviors that are highlighted through performance metrics like adherence, AHT, occupancy, etc all within a similar view. I could then see any dramatic upticks in AHT, for example, that may drive occupancy up and SL down without an influx in contacts - hope that makes sense. In today's world, we have to navigate through various reports and that data is displayed differently across them so it ends up being exported and built outside of Assembled with some finessing. But, if it's readily available to view together within the tool, it would help significantly reduce the LOE it takes to get these comparisons - and with visual charts. We do Weekly, Monthly, Tertially (4 months) and Annual business reviews, so being able to visualize the trends of a busy season for ELT, for example, and provide the detailed context of the weekly manager's focus areas all within an easy to digest format would help us spend more time in other critical focus areas.

Ability to view the heatmaps for a custom timeframe (specifically for a month's duration) so you could view the average scheduled vs. required staffing and the deficits and plan accordingly

Ability to calculate downtime for an agent when agent is still adherent to their schedule but there is no work for them/queue is empty.

Set a schedule to export any report to different file types (Excel, CSV, Google Docs, etc)

It would be nice if we could pull scheduling data for week in a format that was a bit more generalized and based on agent shift patterns (see image below as an example).

I should have the following metrics in the Team Performance Platform: all messages (meaning public + internal comments) number of all messages per scheduled productive hour) total time spent in a ticket platform